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Carbon monoxide investigation
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We offer a range of free services to eligible customers that are designed to keep you safe and warm in your home.
You’ve been referred for these services by one of our colleagues.
If we’ve visited your home and had to disconnect your gas supply or appliance for your safety. You should not use the unsafe gas appliance(s) until they have been checked.
Here you can find out more about the service you have been referred for and what will happen next.
If you need to contact us, please call us on 0800 015 4505, Monday to Friday between 8am and 4pm (excluding bank holidays) or email us at [email protected].
Supporting our customers
We work hard to ensure yours and your loved ones’ safety and we offer a number of services to keep you safe and warm in your home. You can find out more about the support we offer here: (cadentgas.com/support)
Staying safe on your doorstep
Before letting anyone into your home you need to know they are who they say they are.
When our engineer arrives at your home, they will always show you their identification card.
However, if you want to check that this is not a bogus caller, please feel free to give us a call on: 0800 389 8000 - Option 2 and we can confirm they work for us.
You can close the door and leave them waiting on the doorstep whilst you do this - they are trained to understand that you may wish to do this and will not be offended.
Q: When will the engineer come to turn my gas back on?
A: You’ll likely be contacted within four hours (Monday to Friday, 8am - 4pm) to book an appointment. If you were referred outside these hours, you’ll be contacted the next working day.
Q: What if my boiler fails a test from a Cadent engineer?
A: If you live in rented accommodation, your landlord or housing provider must arrange a visit by a Gas Safe Registered engineer. If you own the boiler, we may be able to help. Subject to eligibility.
Q: Will I be charged for this service?
A: No, Cadent does not charge customers for work completed by its Services Beyond the Meter team.
Q: Are you Gas Safe registered?
A: Yes, our Gas Safe registration number is: 919039
Q: I won’t be home for the appointment - what should I do?
A: Call our Enquiries team on 0800 015 4505* to reschedule the time or date.
Q: Why can’t this service be done during the emergency visit?
A: Emergency engineers focus on making your home safe. Appliance checks and carbon monoxide (CO) investigations require specialist qualifications held by our Services Beyond the Meter engineers.
Q: I rent my home or don’t own the appliances - what should I do?
A: Contact your landlord. They’re responsible for maintaining and restoring your gas supply.
Q: Do you need access to all rooms?
A: Possibly. Our planning team will confirm if full access is needed prior to a visit from our Services Beyond the Meter engineers.
Q: How long will the job take?
A: It depends on the work required. Our planning team will let you know before the work begins.
Q: Is it normal to smell gas during the work?
A: Yes, a small amount may be released and this is nothing to worry about. The engineer will ventilate the area to keep it safe.
Q: What other support is available?
A: Visit cadentgas.com/sbtm for more information.
Q: What is CO?
A: Carbon Monoxide (CO) is a poisonous gas that you can’t see, hear, smell or taste. It can be produced by anything that burns carbon-based fuels, including gas, oil, wood, coal, petrol or diesel. Find out more at cadentgas.com/co
Q: I’ve lost heating or hot water after the service - what now?
A: Call us on 0800 015 4505*, Monday to Friday (8am - 4pm).
Q: I’ve lost gas or have an emergency - what now?
A: Call us on 0800 111 999*, anytime, day or night.
Q: Who pays for this service?
A: It’s funded by Ofgem through the Vulnerability and Carbon Monoxide Allowance (VCMA). Find out more at cadentgas.com/vcma
Q: My carbon monoxide (CO) alarm has gone off - what should I do?
A: If you suspect carbon monoxide (CO) in your property, open all doors and windows, move outside into fresh air and call us immediately on 0800 111 999*.
Q: How can I give feedback?
A: Email [email protected] or call 0800 015 4505*.
Q: I have a complaint - who do I contact?
A: Call 0800 389 8000*, Monday to Friday (8am–8pm).
