We provide a safety critical service sometimes our engineers need to go to a different job before yours, we will aim to attend within the time frame provided on the call.
Before knocking on your door they may take some readings around your property and neighbours properties, we always promote you check their ID badge to make sure they really are from Cadent before you let the engineer in, dont worry they wont be offended.
Once you’ve checked they’ll carry out their investigation and diagnose any issues. Once this is complete they'll talk you through what they have found and next steps. If to resolve the issue Cadent need to arrange another team to attend to repair, the engineer will confirm this and a team maybe with you that day or the following days depending on the job required. If the issue is an internal problem you will need to arrange for your own Gas Safe Registered Engineer to attend to resolve. Your gas supply may have been turned off and remain off until a repair is completed. If you need to you can download our Engineer Attendance Summary at the bottom of this page.
We look after the gas pipes in your street, and gas pipes running up to your meter. Your gas supplier (who you pay your gas bill to) are responsible for your meter and any faults. You or your landlord are responsible not only for your appliances (like your boiler or cooker) but also the gas pipes running from the meter to them.
If Cadent need to carry out a repair the team may need to dig in the road, path and on your property, there may also be a requirement for traffic lights, road closures, diversions. During the repair it maybe necessary to move your meter, if this is the case, it could be moved to an external wall on your property. When they’re finished, they’ll check everything is up and running as it should be. And another team will attend to put right any holes we have dug in the road, path or on your property, this can take several days to ensure the material is ready at each stage.
It's also worth being aware that where we have used new materials to restore any holes, the new surface may look different from the existing, older surface until it's had time to 'weather' or for grass to grow.
After we complete our emergency visit, you can easily access a PDF copy of our attendance summary here.
To retrieve your report, please have your work order / job reference number and postcode ready. Ensure your postcode is entered in the correct format, with one space in between (e.g., GU16 7HF, L1 8JQ, CR2 6XH).
The report will provide a brief summary of our attendance and the work we've carried out. Feel free to share this document with any relevant parties, such as your landlord, housing association, or gas safe registered installer.
Thank you for contacting the national gas emergency number. After receiving their safety advice, you can follow these general guidelines in any gas emergency situation:
Do's:
Don'ts:
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