Our Frequently Asked Questions

What should I expect from Cadent?

Each of the jobs involved in upgrading the mains is done by a different specialist team (dig team, engineering team, reinstatement team and relighting of gas team), one after the other, so don't worry if it looks like one of our teams has left your street - another team will be along shortly to complete the work. As we go along, we'll keep you updated with information about what we've done and what we're going to do next.  

What do I do if I'm on holiday or away from home?

Before we start work, we will send you a letter to let you know when to expect us. When you get your letter with the expected dates, please phone the number on the letter and let us know your circumstances. We'll go ahead with the pipe upgrade work even if no-one is at home when we call. We'll need to get into your home to finish the work and turn your gas back on, so this will mean that you won't have gas when you return home.

You may be able to arrange for an adult (over 18) to let us in if you're unavailable. If no-one is available, we'll have to arrange to come back and finish the work. Under no circumstances will we force entry to your home to complete this work. 

Please wait until you receive confirmation of our work starting before you call to let us know your availability.

If you are a key holder for empty properties or for neighbours that will be affected then, again, once you receive our letter then please let us know.

What happens if I'm elderly or otherwise vulnerable to the cold?

Firstly, please ensure you are registered on the PSR so we know where those residents who might be in a vulnerable situation are located. To do so please visit the link on the contact page.

Secondly, we will ensure that you are offered a hot plate and heater to use during our works and that you are prioritised for reconnection of your supply.

Will I still be able to access my driveway?

Whilst we may need to dig outside your home, wherever possible, we will ensure that road plates are used to cover any holes so that you can still access your driveway. In rare cases, these road plates cannot be used and, in these circumstances, our team will work with you to ensure that alternative solutions are found to enable you to maintain access to your property.

How do I know that the engineer at my property works for Cadent and is legitimate?

All of our teams carry identity cards. As we use specialist teams for each stage of our work, please ask to see their identity cards every time they knock at your door.

What should I do if I smell gas or suspect carbon monoxide?

If you smell gas or suspect carbon monoxide, don't assume it's because of our work. Always call the National Gas Emergency Service for free on 0800 111 999*.

*All calls are recorded and may be monitored.

You said you were coming to turn on my gas tonight. Where are you?

We have to go into all the homes and test all the gas appliances to check they’re safe when turning the gas back on. Our fitters work well into the evening and it could be as late as 8pm when you get a visit.

We hope you found an answer to your question, if your question isn't listed here please visit the Cadent FAQ's page.

If you still require assistance please contact us using the details on our contact page.