Cadent Reviews 1,474

My partner had to have her gas disconnected while work was done by Cadent's contractors in the street. She was promised it would be reconnected by 430 p.m. At 6 p.m. the work had not been done and she left for an evening appointment. Shortly after the contractors arrived to reconnect-- they had not bothered to tell her earlier that the reconnection was delayed and to work out a solution. The next morning ( a Saturday) her son spoke to them and they said they would come to reconnect but they left for the day without doing so. Luckily there were Cadent employees on site by then and I cannot thank them enough for arranging for one of their own engineers to come round within the hour to fix the problem. However I felt that I should log a formal complain with Cadent centrally. On the Monday I got a call from Cadent saying they wanted to arrange the reconnection and I explained it was done Saturday afternoon but that I still wanted a response to my complaint. No response came so much later I called again and expressed my concern about the failure to respond. I also pointed out that on my first call we were not advised that there was a right to compensation for not keeping to the agreed timescale. Within an hour it was agreed that my partner would get a bunch of lowers by way of apology and a more than fair compensation payment. So some very positive plus points but I trust that Cadent will make sure that their contractors treat people better in the future especially in the colder months........had I not been there my partner would have been without gas heating for 3 days.

Thanks to these people continually closing roads to replace Gas mains and equipment in my area my normally quiet road is practically gridlocked as the nearby main road is closed (for more of their work) and now they are wanting to close another road not far from me that they have previously worked on replacing gas equipment. Absolute jokers....

Dear Sir/Madam,

I am extremely dissatisfied with your service regarding Job Number 1007752447.

We have been without gas for over two days while waiting for an emergency valve replacement. I have called around 10 times and was repeatedly told an engineer was coming, yet no one has completed the job. We were even told the engineer attended and turned back from the gate, which is unacceptable.

There are elderly people in the property, and this delay is causing serious concern.

Please resolve this urgently and provide a clear explanation.

After we recently moved into our house cadent told us the metre would have to be moved to the front of the house. This would involve digging up the new drive but not making good afterwards. We refused and said they would have to rethink. We have made two appointments for a surveyor to come out to look at the problem but they never turned up. Worse they lie and say they’ve called when they haven’t. We have security cameras and know for a fact that did not turn up. We are also sick of being threatened with having our gas cut off because of their incompetence.

So candent gas left my elderly mother without gas, without notice from Friday to Monday, I had to send my son to get convector heaters from our offices as they left her with 2 fan heaters as they drove off, no heating, no hot water. All Because she wouldn’t let them put a new gas box on the front of the house as it would have been an eyesore, she asked that it go on the side of the house. the people next door had their box put on the side of their house, as my mother had requested and were without gas for 2 hours. My Mother is 85, has mobility issues and is on oxygen annd sleeps with an cpap machine. Absolutely disgraceful.

I have spoken to a advisor and she was iragont as she just wanted to go does not wanted so solve mybprob. Avoid

Whilst doing work in my street, the barriers that were outside my property fell and caused damage to my car . The team doing the work say the damage couldn’t have been caused by their barriers as there wasn’t any outside my property, even though I have photo evidence that they were. They will not take accountability and have told me to go through my insurance.

This is an update to my previous review.

After waiting 2 weeks for someone to get in touch regarding turning off the gas outside my house, this morning there was a knock on my door, and there were 4 people from Cadent and an ENFORCEMENT OFFICER at my door, wanting to gain access to my house. I mentioned that I had been waiting for someone to contact me, ever since Amit visited a couple of weeks ago, where we agreed that the works would be done the following week. Apparently the same contractors turned up last Wednesday, the one day of the week that I told Amit that I am never at home, but they did not receive any of the information – TYPICAL. However what they did say is that this happens all the time, no-one ever communicates effectively with them, which is a shame because they were really nice!

It is just as well that I was at home today, because I could have been at work. This company is beyond incompetent, I would even go as far as to say that they are absolutely useless, I have dealt with many organisations in different forms over the years, and there have been some bad ones, but this honestly has to be the worse!

Is there any reason for an enforcement officer, who do they think they are, ‘do they think that they are on the programme ‘CAN’T PAY, WONT PAY’ If you have a choice, DON’T EVER DEAL WITH CADENT’ because they are the worse of the worse, the only things that they excel in is ‘BAD COMMUNICATION, BULLYING and the WORSE CUSTOMER SERVICE ever’

Cadent, some of us actually work and have a job, we don’t all sit around scrounging off the government. but most of all I don’t like BULLIES!!!

I had to call out the gas emergency service recently, and I honestly couldn’t be more grateful for the help I received.

The response was incredibly fast, which immediately put me at ease in what was quite a stressful situation. The engineer Abou was absolutely fantastic, professional, kind, and very reassuring throughout.

He explained everything clearly every step of the way, so I always knew what was happening, which made a huge difference.

I can’t thank him enough for his help and reassurance. It’s great to see such high standards, people like him really make a difference. Keep up the amazing work!

Exceeding my expectations.
I need to move my incoming gas service pipe and meter due to building a rear extension. A process that as an homeowner is new to me.
Cadent office team are polite, well informed and happy to share their expertise and guidance. They also do everything within the timescales that they say they will.
The Cadent survey team here in Lancashire (led by time-served professional Ian) were really helpful. Took them 24 hours to attend & excavate the existing set up, they worked with me to decide the best location for the new meter and helped me understand the process in practice.
I’m now confident that this part of my project will have no issues.

Family thought had headaches from gas or CO…Cadent sent engineer (lovely guy) within hour and checked everything…put everyone’s mind to rest.

Thank you…headaches gone

Warrant issued unnessarily for forced entry. No proper communication. They turned up 4 x without saying they were coming and as we were at work then did this. Absolutely disgracefu and bullying behavour and waste of resources for coirt, locksmith, 3 engineers amd bailiff. Director should be fired

Abu from the North West (Blackpool) Area,
What a top engineer and guy he was! He made us feel safe after his visit. He put our minds at ease. Couldn't ask for a better engineer!!

I cant express how grateful I am for this company and their service. Cadent in Stratford, London. Connection service. Very helpful, They don't try to rip off their customers and are very understanding of what their clients want.

Cadent doing roadworks in Ipswich Henley Rd/Constitution Hill. The temp traffic lights were improperly configured so traffic was at a standstill for 25 mins yesterday and this morning. I called this morning and she said an enginner would be sent out to deal with it. On way home, the enginner obviously hadn't been as I was in the same traffic jam. I aclled them - waited for 45 mins to speak with someone. she said she needed to pass me to someone else. waited another 15 mins in queue, only to be told that I had been connected to the NW England team!

This is not a normal review - It's about an organisation that sets up roadworks (including traffic lights) and for the last 2 weeks at least (Smeeton Westerby), no one has been working. A hole has been dug and that's it! Yet the disruption to the community goes on. It beggars belief this happens or is allowed to happen without any controls whatsoever.

Cadent Gas have now reimbursed me - so thank you Cadent for coming around and putting customer service first.
Do NOT let Cadent Gas into your house without being there. I had to be in the office and a neighbour let them in. I came home to a ruined utility limestone floor that Cadent refuse to take responsibility for. So frustrating. So please do not make the mistake I did and never trust Cadent Gas or their subcontractors to come into your house without oversight.

Worst ‘company’ ever.
Did not notify us of works. Started hacking away at our front garden to install new pipes. Made an absolute mess. Completely disrespectful.

Now Their gas works damaged our boiler. And now we have had no hot water for 4 days and counting.

The customer service is nonexistent. You call and speak with various people who are so disjointed. Similarly the people are subcontractors of subcontractors so nobody is taking any responsibility.

They don’t care and the quality of what they do is abysmal. They do not use any good practice. No commitments and timescales. I can’t say anything positive about them!

They blocked springwell lane 10 days more than the approved date. Someone has to be held responsible for the overdue permit dates. The works is carried out without a permit.

As part of pipe upgrade work …
17th February- visit to check pipe work and said gas supply would be off 19/2 (connection from Road) and 20/2 for house reconnection. No problems envisaged and meter would remain in the house. Card provided. Informed them there was an hour 11-12 on the 20th where I was unavailable.

18th February - spotted worker, on my property going to fill his water container for work over the road. The water tap is not viewable from the road. Asked him to leave and no permission given.

19th February - at mid day asked about gas going off - “I don’t know that’s not my part”.
At 4pm, went to find them again, informed them I was now going out and no one had been round all day, informed couldn’t find my gas pipe and delays across the road.

20th February - 8am checked meter again, still couldn’t find the gas pipe. Asked if access was required at back of property to see gas input - no.
Informed staffing issues, people had walked off site but 3 London support team were also working today.
12pm - gas was disconnected and informed meter box now needed moving outside and 2 80cm holes and a bore would put pipes underground this, would be needed to repipe gas. Confirmed all work would be completed that day.
1:30pm - waiting for a box but would be fitted and confirmed all work would be completed that day.
Between 2-4pm - couldn’t find gas pipe, hole is now 3.5meters x 1.5meters. Required me to plug in a machine to the house electricity to use their machine. Maps and machine couldn’t find anything!

I asked for the third time why they wouldn’t look under the house … oh if only you’d of told us! Amazingly when looked at, gas pipe found, but hole now needed to be bigger.

4pm - I again asked what was happening, were people coming back on Saturday. After checking and considering time/light and no availability of weekend , work would resume on Monday. Informed I would receive a £30 Go eat voucher on Monday from the CSO.
This left me with no gas supply for 4 days for heating, washing or bathing facilities. It was not that I agreed to this, there was no alternative. Mud and dirt left - no attempt to clean up was made. I agreed for digger to be left in my drive.

I said I will now have to take a day off work on Monday, in addition to the Thursday when no one showed up and a very disrupted day on Friday.

21st February- 8:30am - a van turned up to fill in the hole. Informed them work had yet to be finished.
No gas supply

22nd February- No gas supply

23rd February- 7:50am I asked to speak with whoever was in charge. Anthony Rawcliffe arrived … I provided an update of the above, a glib apology and said there had been communication problems from me, but my gas would be back on by 11:30am. Said I would receive the Go Eat voucher for each resident from Sharon. I said Cadents website said different, but he informed me that is the offer from the CEO and that was what I would receive.

Other worker said I had agreed to no gas for 4 days and if not, they would have completed the work on Friday. Given 4 hours have passed this morning and work still not completed, this is simply untrue. We would have been past 8pm on Friday night and still not complete.

I asked for today’s schedule … 2 more holes to be dug and water pumped out. The larger 3.5m x 1.5m hole has now breached foundations and caving in.

Sharon CSO arrived, to tell me that was nonsense I do not receive Go Eat vouchers …they’d got it wrong.
Informed her of issues above, went away to speak to her Manager and came back with a (declined - I still had no gas, large holes and no access to my property) £250 compensation offer.

In summary …

3 days taken off work
Insufficient notice given for works
Incompetence on how to find a gas pipe
Expense of 4 full days of wood used for wood burner in one room. Temperature elsewhere was 8-9 degrees
4 full days of no heating, washing and bathing facilities and alternatives needed to be sought
Trespass/helping themselves to water from my meter
Having to charge electric devices so gas can be found