A spokesperson for Cadent explained:
We take our safety obligations extremely seriously. Despite our best efforts, the unforecastable level of demand on our emergency services during December 2022 meant that we missed the overall annual standard of service for two of our networks during the 2022/2023 period.
This unforecastable level of demand was caused by a number of factors not related to our network, as well as customers not being able to reach their in-home gas maintenance service providers, so instead called the National Gas Emergency Service, which is available 24 hours a day, 7 days a week.
Since the incident, we have led an industry wide review of the root causes to try to ensure that such a situation doesn’t arise again. This has resulted in actions, such as the
Make the Right Call
campaign, which helps customers to identify who they need to contact depending on the type of gas emergency. We have also supported Ofgem in their proposed introduction of further obligations on gas suppliers requiring increased out of hours availability for emergency situations.
We appreciate that some our customers did not receive the level of service from us that they, and we, would expect during December 2022. To recognise this, in addition to the actions taken following the industry review, we have agreed to make a £1.5m voluntary payment to Ofgem’s Energy Redress Fund.
Cadent is the UK’s largest gas distribution network with a 200-year legacy. We are in a unique position to build on strong foundations whilst encouraging the curiosity to think differently and the courage to embrace change. Day to day we continue to operate, maintain and innovate the UK’s largest gas network, transporting gas safely and protecting people in an emergency. Our skilled engineers and specialists remain committed to the communities we serve, working day and night to ensure gas reaches 11 million homes from Cumbria to North London and the Welsh Borders to East Anglia, to keep your energy flowing.
Here at Cadent we support the Government’s plans to reach Net Zero by 2050. That means we’re backing the introduction of hydrogen as a low carbon alternative to natural gas for the future. We know people love the controllability of gas and, with our network already in place, it makes sense to switch to the lower carbon alternative offered by hydrogen, which we believe can keep homes and businesses warm for generations to come.
Cadent manages the national gas emergency service free phone line on behalf of the gas industry - 0800 111 999*
Cadent Gas Ltd is owned by a consortium of global investors.
*All calls are recorded and may be monitored.
0776 733 7343
