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 responsive 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’s independent Customer Engagement Group (CEG) was set up in September 2018. Its role is to challenge and scrutinise the company as it prepares its next five-year business plan to ensure the company delivers what customers and communities want. More information on the CEG can be found here: https://cadentgas.com/about-us/responsibility/customer-engagement-group
Cadent’s Press Release can be found here: https://cadentgas.com/news/may-2019/cadent-commits-to-renew-customer-trust
Ofgem’s Press Release can be found here: https://www.ofgem.gov.uk/publications-and-updates/cadent-pays-24-million-past-failures-and-establishes-20-million-community-fund

Cadent

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.

Future of Gas:

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.

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