Review Time
Cannot fault Cadent (East Midlands Region), and the service we received from them. Applied to have our meter moved, there was a very clear process which they followed up on immediately. After being told the lead time was 4-5 weeks, the work was booked in and completed within 3. Both sets of engineers were here less than half an hour, were friendly and helpful. Really impressed with the service.
Awful and stressful experience. Cadent are replacing gas pipes on my estate. I had their customer rep call a week before the engineers called and when the engineer came to look at where my meter was, he said the new pipes wouldn’t reach so the meter would have to be relocated. I told him I wouldn’t allow pipes to run round my house like they have on some others they have done as it looks a mess. He couldn’t tell me where it would be relocated to and to contact the customer service rep. The customer service rep told me to speak to the engineer on site, who then sent me back to the customer rep. Lots of back and forth and I was told there was only 3 days until they would turn my gas off and if I didn’t accept the new location of the meter box then I wouldn’t have my gas put back on until it was resolved. I have two young children in the house and told him I would not be blackmailed into accepting what they want to do. The site foreman visited and said I have to have it on the side of the house but when I pointed out this wouldn’t work as it is the driveway which I use to park my car his answer was that I wasn’t using it then! So despite the fact that this would render the driveway useless, affect my house value the safety implications of having a gas meter sticking out on a driveway, this was still there insisted location. The solution was put to them by myself and I suggested it going inside my porch but if they had given me more than 3 days notice I would’ve been able to have a meter box inserted into the outside wall where they could then have relocated the meter box into without affecting the use of the driveway. Lots of similar stories from other residents ….. one with exactly the same houses, with the meters located in the same locations one has the better located in a practical and discreet location the other doesn’t, the difference being that one owner told them they wouldn’t accept the proposed location. Some houses have been left with pipes trailing around their houses and it looks a mess and unprofessional. Other issues with engineers insisting pipes are located in incorrect locations, suggesting to relocate boxes on sides of walls which would over hang the boundary and be inaccessible …… They are paid by the number of houses they do and have the remit of doing the work to what is easiest for them to reach their quota, regardless of the stress, inconvenience and impact it has to the house owner. And the promise of the customer service rep being on site is a complete fabrication, the only time he was here was when he delivered leaflets to tell us about the work and to reassure that he would be on site to help resolve any issues.
Cadent are working at the top of our road. They have cut through our telephone line affected many residents in the immediate area. BT & Openreach have advised us it is a major incident and could take weeks to fix. Both my husband and I have businesses and need both the broadband and Landline. The financial impact and stress is huge. No one from cadent has had the common decency to liaise with residents. Plus the traffic management has caused chaos and so many near misses. The junction isn’t the safest at the best of times as there is always accidents. Requires anurgent risk assessment of both incidents.
They were supposed to call me in order to arrange switching on the gas but the call didn't arrive. I was assured numerous times and had to keep ringing up only to find they seem to just ignore the messages. I am extremely angry as i waited around in the area from 7am until 4pm as i explained the house is empty and that i must be called when they need entry. Even the engineer said he would call. Please sort your comms out as this is a disgrace. Been told i have to wait 4 more hours for someone to be rerouted to the address. This is unacceptable.
Cadent moved my gas meter and now I cannot turn off my water due to them putting the gas meter up against my water stop tap. Told their supervisor and he said that it's doubtful if they will move the gas meter, despite me not being able to turn off my water in an emergency or if I require any work done to the taps or boiler. I phoned my plumber and he couldn't believe what they had done, plumber cannot even fit another stop tap as he cannot get access to the water pipe. They also took half of my kitchen cupboards apart so they could get better access to the old gas meter and they haven't put the cupboard back properly, when I open the cupboard, the whole frame of the cupboard moves, so called professionals.I'm wheelchair bound too so I rely on things being accessible.I phoned Cadent and they won't help, I'm really annoyed and disappointed with Cadent.
Jordan(from Outibridge) came today to sort out a gas leak in my outhouse and he was really lovely. A very friendly and professional man. He did a great job - he changed the meter and now I can sleep at night knowing that the leak has been made safe. Thank you,Jordan!
Cadent's fee for a domestic gas disconnection (ie below 64mm pipe diameter) in most parts of England outside of London is £1430 + VAT = £1716. When we met the Cadent area sales representative for his "site survey" he told us that the fee includes notice to the local authority for installation of traffic lights and other tasks in order to justify this exorbitant fee.In the event we appointed an authorised contractor who took 2 hours to dig a hole on the border of our property adjacent to the highway footpath and fitted a plastic cap to the gas pipe for a fee of £625 + VAT = £750. The footpath was cordoned off for this period.Not only are Cadent charging an excessive fee but they are employing scare tactics and exaggerating the size of the task. Caveat emptor - buyer beware!
Update* The Cadent reinstatement team have returned to our property and promptly completed the works to a good standard.Simple communication could have saved us some stress but in fairness it has been very good since our complaint and dealt with very quickly, Thank you.Cadent turned up unannounced today whilst we were both at work, I came home to find the access to the rear of my property dug up and inaccessible, a great big hole now instead of a path, my daughter can't get out with the pram, my son can't get his bike out to go to work, we can't get the wheelie bin out and most importantly there is now no safe exit in the instance of a fire. I have no idea how long this dangerous inconvenience will last or when they will return as communication has been zero.I have rung Cadent and await any sort of update.If they only intended to do half a job I would rather they hadn't started.This low pressure issue was only flagged up when British Gas fit a new boiler last week, it has never caused us a problem in 5 years of living here.Cadent have serious failings when it comes to communication and I wish they hadn't started.CUT AND PASTE RESPONSE ABSOLUTELY NOT WELCOME!
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