Cadent Avis 

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

We had Cadent install plastic pipes on our estate. What should have taken 6 months has taken 18.

Huge numbers of holes have been dug surrounded by barriers and cones, blocking most of the parking on the section of street they are working on.

They will take their sweet time as to how slowly they progress. One day they will dig a hole. A few days later they do 10 minutes work in it, then leave it again.

If your £10,000 drive which is wide enough for 4 cars has a gas main which feeds other properties, they will dig up the road and pavement, right up to your border. They'll then stand barricades on your drive, and leave you with a gap just wide enough to squeeze one car in.

Once you manage to shuffle your cars on your drive, they will undertake work in the hole which covers your cars with stones, sand and grit. They will then come and ask you to move them, after the peppering.

They will treat your drive like their own, and and boldly inspect your classic car parked on your own property like it's at a car show. Obviously, they won't ask permission. After all, these guys can do whatever they want.

Arrive back from shopping with a boot full, and find the narrow entrance they left you to access your property is blocked by an excavator, and they'll ask you to park down the road while again they take their own sweet time. You can you just carry your shopping inside in multiple trips up the street. After all, Cadent inconvenience only works one way.

If you complain about this, someone will bring you 2 bags of sweets, and offer a meaningless apology. They don't return calls. Why should they? They have the power, you have none.

Suck up the fact the only access to your property is through the mud bath they have left on the road.

You can clean up the mess you've just unavoidably walked into your house. Don't expect Cadent to care.

Take solice in the fact that you're told the work will be complete by the end of the week, and this maddening frustration will soon be over.

Arrive home from work on Friday evening, noting your street is still full of holes and Cadent have buggered off for the weekend. Realise you fell for another Cadent empty promise.

Ring Cadent for the third time this week to be told the customer service agent will send an email, but that it's likely nobody will get back to you until Monday Morning. Excellent. Another three days of huge inconvenience.

Ask if this can be escalated. Yes, of course sir. I'll raise a complaint for you. It probably won't be read until Monday. Someone should get back to you at some point on Monday. Remind yourself this is another Cadent promise, so set your expectation levels low.

This company is seems happy to tell you everything will be fine and peachy, but will then welch on the deal and let you down. Time and time again.

The fact that every one of us has no choice but to pay these clowns 29.5p per day, every day forever this making us their customers, might lead you to expect all this money they get to stunning service, with plenty of guys in site to get the job done as quickly as possible. The fly in the ointment here is that instead of choosing to do this, they instead give the best part of half a billion pounds to their shareholders, the largest part Australian.

I'm trying to write a balanced review here, and scratching my head to find something positive to say. I'd say the guys doing the work seem polite, but that and two bags of sweets in no way balances out the hugely negative experience I've had.

If they come down your street, take some very deep breaths and brace yourself for untruths, noise, mess, inconvenience and stress.

Had gas pipes fixed in our Road
Anderson Close
Brilliant lads very polite cheery guys great job working non stop kept everything clean during this bad weather
When finished all better than the pavements were
Must be good manages very well trained guys
Wish other companies were as good 😊

Can not thank them enough. Gavin from cadent came to our house when our meter stopped working and he was absolutely amazing. He communicated very well, was very friendly and professional.
Since my dad is recovering from surgery and we cannot go without heating, He even stayed by us whilst we were sorting the issue out with our supplier (since the issue was from their end).
Thank you so much Gavin for all your help.

I needed an urgent assessment of my gas service (no meter fitted) after my energy supplier couldn't fit a new meter. The new boiler was scheduled for the following day. I spoke to Adam and explained the urgent need for a visit. He arranged a visit for the following morning!
All went well and the meter installation is now rearranged for 2 days later.
Exceptional service from Cadent and especially Adam.

Am sick and tired of this company. They want to move my gas meter as they say it is unsafe and could cause an explosion and also if they needed to turn off the gas they can’t gain access. However there are multiple houses in my street and the surrounding streets that are exactly the same however Cadent are more than happy to turn a blind eye to these.
I have tried to work with the company as I have severe mobility issues and need assistance to get this done. However I email and no one answers or certainly not for often weeks. I have given them days that would work for me so they send an appointment on a day that’s not okay and then when I contact them they don’t answer. Also have issue as family members have been very unwell making it even harder to sort a date. But again no answer and no response.
I made a complaint and instead of investigating the complaint was sent to the person I am having the problem with and was closed without even looking into it.
This is causing me undue stress and anxiety and it’s effecting my health.

If possible steer clear of this company they are nothing short of a nightmare and impossible to communicate with.

If I could rate this company lower I would. DISGUSTING CUSTOMER SERVICE 😒 gasworks outside the house no gas or hot water tonight temperature minus 2. Ordered a takeaway. Called 3 times but not one return call. Goto call ombudsman. 0 SERVICE TEAM WILL NEVER TRUST

Dennis Wagstaff 100% professional succeeded where others have failed. From start to finish really pleased with the politeness and experience and kindness of your employee! What a representive for your company today, who fixed our boiler. Thank you.

Neglected to tell me to be in the house, so disconnected my gas and left it that way overnight. The team digging up the road left it half-dug up all Friday and haven't disconnected anyone's gas. I was promised an engineer would call me and arrive between 1100 and 1500, and they haven't done either. Then left me endlessly on hold on the phone. House is freezing and can't cook.

24/7 Within 1 hour the gas engineer arrived and was very professional. Cadent also offers a replacement if the appliance is under warranty.

I had my gas meter moved from inside to outside my property today. The teams that arrived were fantastic! They worked hard. They were professional, friendly and did a great job. I'm very pleased with the result. Thank you.

Without gas for 2 weeks.. Wrote a bad review last week but spoke to Adrian who gave me hope .. still waiting. Unacceptable

reported smell of gas from gas meater, Engineer attended 10 mins later, found leak on gas intake pipe replaced it, Checked all apliances ,were safe.Final check.all okay,Could not fault attendance and thoughness at all,

Unbelievable, Cadent Gas a Bunch of Professional Clowns don't even follow their own Code of Practice which requires them to Notify Property Owners in advance of any Planned Maintenance Works. Whilst away from my Property for 3 days Cadent turned up unannounced & without any notification and dug up the Concrete Drive Way and garden causing major damage . They left the area on the driveaway a mess with excavation leaching and turning driveway into a mud bath and slip hazard. Grassed Lawn also turned into a mud bath due to Heavy vehicles reversing. Cadent Gas don't give a monkeys about customer service and the Energy Ombudsman is in cahoots with these clowns.

Update: 13/01/25: I have today been informed someone slipped on my driveway and ended up hurting themselves so can look forward to a bloody injury claim, thanks a lot Cadent. This matter has been passed onto solicitors.

Had a problem with gas pressure. Engineer called Cadent. Engineers turned up within hours.pressure low confirmed. Road dug underground pipes relined, smart meter moved and reconnected. All in the space of two days. Today more came and filled in the holes that were left. Accurate and fast work. Absolutely amazing. Thank you