Cadent’s independent Customer Engagement Group welcomes today's commitment but more must still be done

Cadent’s independent Customer Engagement Group welcomes today’s announcement by Cadent, outlining how it is starting to set right the wrongs it caused to its customers who were left without gas for longer than necessary. 

Customers affected in the last twelve months need not take action: they should automatically receive the discount via their energy supplier.

Zoe McLeod, Chair of the independent Group said:

"Cadent has lagged behind the other gas networks in terms of customer service performance and it knows things have to change.  

"Under its new ownership and leadership, Cadent has started to make improvements across the board. We will continue to challenge the company to be more re​sponsive to customers, and to improve its processes and performance significantly, as it develops its next five-year business plan. 

The setting up of Cadent’s new £20 million community fund to support customers in vulnerable situations is very welcome.  But for the fund to have maximum effect, the company must listen to what its communities most want and need in designing and operating it.


Notes to editors  

Cadent is the UK’s largest gas distribution network.

Cadent manages the national gas emergency service free phone line on behalf of the gas industry - 0800 111 999*

Cadent Gas Ltd is majority owned by a consortium of global investors.

*All calls are recorded and may be monitored.