CET Avis 

Dealing with CET for a toilet flush valve leak has been an incredibly frustrating experience. Their scheduling is a joke: they repeatedly book and cancel appointments, or operatives turn up only to claim they "need parts," return the following week, and repeat the exact same excuse.
Today, they missed yet another appointment. The reason being the operative was out buying the part and it was out of stock. This is utterly ridiculous considering they have known the exact part required for almost three weeks.
I have had to take multiple half-days off work to be at the property, only to be fed one excuse after another as to why the job couldn't be done. The lack of professionalism from their operatives is shocking.
The only reason I am using this company is because they are contracted by my landlord. However, I have now informed him of this abysmal service and strongly urged him to find an alternative provider for his properties.
If I could give CET zero stars, I would.
Save yourself the stress and the wasted annual leave... stay far away from this company.

I have 2 claims. The original is 1191099, and the newer one is HE-1196516, which was opened after the operative caused a completely new leak in my property after his first visit.

90 minutes from calling to log issue to engineer leaving having fixed problem.
Fantastic service

The initial report experience was good when I called to raise my home emergency (burst pipe). The call handler was very clear and arrange for engineer to be there on the same day (I mentioned I was travelling so was happy with the service).
The experience with the engineer was the reason for the lower score. I felt like he was in more of a hurry to leave then put me at ease that the leak was contained. He could not do a permanent fix as the tap needed to be replaced, which is fine as he said this was not covered but I wanted him to make sure I had stopped the leak properly. It felt like this was more of an inconvenience for him rather than he was there to help.
So call service was good but the actual visit let you down.

The service was fast and professional. Communication was great and the repair was perfect. The engineer knew his job and completed the job to a great standard

Engineer spent nearly 2 hours testing and working on the boiler and managed to get it up.and running again.

this is the worst company you could ever take home emergency with. Their online and customer services are terrible. My tenant was left without a hot water for 3 months. Their customer services is useless their turn around time is terrible. If you want to lose business reputations a landlord then go for this company but if you care about your reputation then leave this one well alone

Not very good at keeping you informed. Someone was supposed to come out 230 to 5pm.when I rang at 530 I was told that no one would be coming as they had hurt their back on previous call out.why wasn't I told ..left with not being able to shower or flush loo overnight.personn booked for following day 8 to 5pm..was told they would ensure it would be early part of day.rang at 12 to enquire, told its booked in but not mention of time..came just before 3pm

Very quick efficient service.

Same day emergency blocked sewer clearance. Good job and some handy advice to avoid a repeat

I discovered leaking water. I called Severn Trent who discovered it was from water pressure valve. I called Emergency number assigned by Home Protect on 25 May 2026.
I was put in touch with CET. But heard nothing from them until 26th May. As of 29th May, with no water now for the third day, and a great deal of faffing about by this company, the job still has not been completed. However, a plumber will be putting it right some time today.

Update: this didn't happen as two plumbers had been booked. I elected for the one who contacted me.

CET has been terrible has been a terrible experience. 17% of people have rated them with 1 star - and that does not come as any surprise. Where water leaking into houses is evident - that is an emergency. I am among 17% of other people who have experienced a bad outcome with this company.

Messages received on the 26 May:

(1) Thank you for logging your claim with us. Your reference number is *****. We will manage your Home Emergency, if you need to contact Home Protect .... etc

(2) Hi Joanna, we are still working to find a contractor for your job ***** We know how important this is and will update as soon as we can.

(3) Hi Joanna, it's taking longer than normal to find a contractor for your job. We know how important etc.

(4) Hi Joanna, an engineer will visit between 28 May 0800 and 28 May 1700. Please call xxxxx if any problems. (They call this a response to an emergency)

(5) we are still working to find a contractor for your job .. as per (2)

(6) .. as per (3)
That's when I called to complain about the water and I had no way to turn off the external mains.

(7) an engineer will visit between 26/5 1300 and 26/5 1800. Please call xxx if any problems.

They came, did nothing to help the situation, said I needed a new valve and it would take t least 24 hours to be approved (a £30 part!). By then I still had water leaking at a fast rate from the valve.

27/5:
Hi J, we're aware that our engineer has visited your home and may need to return to complete further work. Providing the work needed is covered under your insurance policy, we will aim to provide an update within the next 24 hours and schedule an engineer to return within 3 days of the latest visit, depending on material availability. For pest claims etc etc.

My response: So if this is the best this insurance company can do then I will not renew with them. The water is escaping faster now and I cannot turn off the mains tap because it is stuck in the open position and I have no idea how to get it to turn off as I am not strong enough. I am so pleased that none of you are first responders because a person could die waiting.

Their response: Hi... an engineer will visit between 27/5 12.30 and 27/5 17.00. Please call ... if any problems.

My response: I hope that the plumber has a replacement valve on board. I am also waiting for Severn Trent to get back to me because the stop tap isn';t shutting off the water and rising mains and stop taps are their department and they're local.

In the meantime, my son in law - on a rest day -made the 30 mile round trip and turned off the internal mains stop tap -only it wouldn't turn off the water! He didn't have a key to turn off the external mains.

Severn Trent were willing to turn it off but had to remain in attendance until the job was repaired. They would have needed camping equipment, a portaloo etc. if they had done that as the job still isn't done.

28/5/26

from CET: same message as (2)

another message same as (3)

Hi Joanna an engineer will visit between 29/5 0800 and 29 May 1700. Please call... if any problems.

Hi Joanna, your engineer is on their way. You can tract their progress here............

Hi Joanna, your engineer is on their way. You can track their progress here .....

the link is different to the previous one and I tried both and but there was nothing I could track!

29/5: I received a call from Taking Care Of Boilers. They asked my permission to contact me via whats app, and requested a photo of required part, which I provided. They shared the conversation between the engineer who will do the job and his boss, and it's an off the shelf part, and they will be here today!

CET - 0 stars.
Taking Care of Boilers 5* for communications

TCoB phoned to say their engineer would be with me from 5.30 onwards. They called me at 5,30 to say they were leaving Wiltshire, had to call in to Swindon and Bath then they would be on their way. Weather hot, Friday traffic the earliest they would have got to me around 9pm! I thanked them but refused: too far, and arrival too late.
I called plumber - arrived at 9.15 on the 30/5 May, who did necessary work to stop leak.

CET have responded to my complaint who hope to confirm their decision within ten working days of their acknowledgement letter received on 5th June. Clock is ticking.
NB: I'm 78. Flushed loo with rain water/buckets heavy to carry through house. I had drinking water.

The engineer who attended our water leak was extremely competent, polite and professional. He deal with our issue quickly and explained exactly what was needed and what he had completed.

Good communication throughout and timely texts to keep updated. Engineer called ahead, managed expectations and did a great job solving the problem.

We had a leak from the cistern in our bathroom which we first noticed over a bank holiday however by the following day it had become considerably worse. I spoke with Direct Line as an emergency on our household insurance. Within 3 hours an engineer was on his way. The individual who attended was both helpful and extremely efficient. The problem was rectified within 30minutes....what more can you ask for!!

They didn't do a thing when I had an insurance leak emergency 24 hours later they called to say they couldn't get anyone and compensation was offered. Then it was taken away by blackmail tactics because I wouldn't write it off with them as I was saying I would like a little time as I didn't understand who was who with all the companies involved. Tammy the handler was rude, discourteous and abusive using her blackmail tactics. Only recourse is to get in touch with the Ombudsman which gives options on calling for 10 minutes - another delaying tactic, this obviously being knowing by CET Home Emergency was a joke. The original handler of the call, another company was asking me to go out in Gale Force winds to see if my guttering was blocked. I'm 71 years old. Disgraceful, Call handler just as bad robotic, monotone, unwell,pful, not bothered attitude. Unscrupulous company.

REF:1116424

Dave the Electrician was polite and friendly and explained to me what had gone wrong in easy terms so I could understand what had happened to the electrics.
He made a temporary solution for us - as he was sent by the insurance company he was bound only to make safe/ temporary fix- which he did, again explaining it all to me so that I could relay that onto the electrician who will make a ‘proper’ fix.

Friendly, warm staff who listen. Very good in a crisis! They resolved my problem and the plumber turned up within 2 hours of calling them. They even called after to see that everything was sorted.

Highly recommended.

*15 days for an "emergency" repair. Left a family with children without water.* Allianz emergency claim CS25110623

If you have home emergency cover and your insurer passes you to CET, prepare to do all the work yourself.
​I called CET to report a major leak that flooded my house. This was a critical situation involving two school-age children. Their idea of an "emergency response" was to send one person out on Day 2 just to take photos. After that, absolute silence.
​For the next 13 days, CET failed to provide a simple quote or a return date to replace a basic 6-inch copper pipe. Because we were left completely without water or sanitation, I was forced to evacuate my children to a friend's house and eventually hire a private emergency plumber out of my own pocket on Day 4 just to make the house habitable.
​Even after the leak was stopped, CET took nearly two weeks just to "chase a quote" internally. When I raised their total lack of professionalism, they hung up on me! A complete and dangerous failure of a service that they are paid to handle. Absolutely shambolic communication and zero duty of care. Avoid at all costs.

Cet are excellent. I called them at 4.30 p.m. on Bank holiday Saturday and their engineer arrived at 10 a.m. on Bank holiday Sunday. They are extremely efficient and keep you fully informed throughout the process. I highly recommend them.

Very good,solved the problem,and let us no what was causing it,very helpful too great on the phone and very polite and everything