The introduction of the Vulnerability and Carbon Monoxide Allowance (VCMA) has provided us with the flexibility to support people who live in vulnerable situations, which is at the core of Cadent.
We hope partnering with you will deliver an even greater positive impact to our customers and our communities. This is the start of an exciting future, working together to keep communities warm, safe, and connected.
In case of any questions, feel free to contact your project lead.
The below training pack is a combination of Carbon Monoxide, Energy Awareness, the Priority Services Register and Services Beyond the Meter.
Subject specific training can be found in the sections below.
The Energy Efficiency training will explain fuel poverty and include explanations and support on how to reduce energy consumption, sources of assistance, and functions of controls on heating and hot water systems.
Carbon Monoxide is a very toxic gas that can be emitted from the incorrect combustion of any carbon-based fuel. Those living in deprived and vulnerable situations are more likely to be exposed to the dangers of CO. It is important to spread the message of CO and increase awareness.
Please see attached the CO training slides to support your training sessions to educate others about CO.
Priority Service Register (PSR) is a free industry wide register for customers living in vulnerable situations. The PSR allows energy companies to better look after customers who have additional communication, safety, or access needs. Allowing customers to live warm and safely within their homes.
Please see attached the PSR training slides and a short video to find out more on the PSR and how raising awareness of the PSR will help vulnerable customers. You can use these training slides and videos to train and support others.
Video - Priority Services Register
Services Beyond the Meter is a fantastic programme that has been embedded into our business to support our customers who could potentially be left in a vulnerable situation.
The programme offers a wide range of support services to keep people warm in their home.
These services are:
Certain eligibility applies, such as being on the PSR or meeting further eligibility criteria such as household income etc.
Information about Services Beyond the Meter
To make a referral, see this page Services Beyond the Meter
The ‘Think CO’ programme is an E-learning course which by the end you will have a basic understanding of CO, be able to identify the sources, signs and symptoms of CO poisoning and know about how to help prevent CO poisoning.
Visit www.gassafecharity.org.uk to arrange online elearning or workshops.
You will have already received your PO number (if you have not - please contact your project lead).
You can then upload your first invoice through Ariba. Cadent’s payment terms are 42 working days once the invoice has been processed.
Please see attached to our purchasing process for support. Invoicing Guide
If you need support, contact the procurement assistant email - [email protected]
Please contact your project lead to arrange any order you require.
These will all be delivered directly to you via courier. Please note slow cookers take a couple of weeks to be delivered and CO alarms depending on availability can be delivered within a few days.
Disclaimer Letter
In the event, a CO alarm, heated seat cover, slow cooker, or any other welfare items are given to a customer the attached disclaimer should be left with the customer.
This form is to help Cadent’s VCMA team understand the fantastic support you are providing to residents across the country. We’d love to hear all the incredible stories!
Here is the link to the form - VCMA case study form.
We have partnered with Language Line to support customers with both interpreting and written translation.
Please see attached document for information on how to use the service.
Here is the link to refer onto the Green Doctors programme Stay Warm, Stay Well - Groundwork
If the Centres for Warmth refer in, please select ‘Cadent Centre for Warmth’ on the ‘where did you hear about us’ section so we can record this and show collaboration.
We have partnered with Convo Now to provide a free 24 hour online interpreting service for British Sign Language (BSL) users.
The phone number from 20 January 2026 will be 0808 502 0601.
We have partnered with Queen Alexandra College (QAC) to provide alternative format communications for customers, including Braille and large print.
How to request:
Please email [email protected] with the following details:
Requests will be sent to QAC for translation. Standard turnaround is 3 - 5 working days, unless marked as urgent.
Cadent Games Skewb Climate and Cadent have designed and created a suite of games and interactive comics to be self-led by children that are both fun and educational.
All games are available to play for free and can be accessed by visiting Cadent Games
Games available:
Carbon Monoxide (Minecraft based)
CO Challenge minigame (Minecraft based)
Children Travelling Responsibly (Minecraft based)
Energy Efficiency (Minecraft based)
Home Safety (Minecraft based)
Money Management (Web based)
Interactive Comics (internet connection required):
Energy Efficiency
Carbon Monoxide
Money Management
Carents Room deliver and manage a national, digitally enabled support service for unpaid carers of older adults “Carents” across England, Scotland and Wales, aimed at improving energy safety awareness, reducing fuel poverty risk and supporting vulnerable households.
The service includes:
A groundbreaking partnership between cadent and the NHS. This partnership had 16 Community wellbeing officers working across Birmingham to offer support and advice on health, CO , PSR, Income maximisation and be and energy efficiency.
Referrals are made through health service routes and the community for people in vulnerable situations who need extra support.
The CWOs deal with the following :
For more information please visit :
Keeping Well and Warm | Website
If you or someone you know needs support, please get in touch:
Collaboration project with other gas distribution networks to provide support by Keeping Dialysis Patients Warm & Well.
For patients on dialysis and approaching dialysis: a specialist, face-to-face Patient Support service will support patients in areas of the highest need and deprivation. This service includes money and energy support tailored to the specific challenges faced by kidney patients.
For patients approaching kidney failure: A Support Line, including WhatsApp, webchat, email referrals and a freephone number (0808 801 00 00). This service ensures immediate access to trained KCUK operators who offer support in ‘real time’ to those facing crisis.
We have partnered with Convo Now to provide a free 24 hour online interpreting service for British Sign Language (BSL) users.
The phone number from 20 January 2026 will be 0808 502 0601.
An online Support Hub, hosting a national directory of trusted support services and some region-specific support services, maintained by National Support Network.
The aim is to help individuals find the right support quickly and easily.
The platform is free to all to use and can be accessed by visiting Find Help Fast | Cadent
Subject areas covered include but not limited to:
The NRG Mission is an engaging, hands-on program designed to inspire pupils to save money and energy – or as we like to call it, ‘MONERGY’!
Packed with dynamic activities and fun-filled learning, this program will teach pupils the importance of energy conservation and how to make a real difference in their homes and schools.
Schools are scored based on various factors such as area deprivation statistics and energy consumption.
The programme delivers assemblies to Years 1 to 6 and subsequent interactive workshop to Years 3 to 6.
For more information visit: NRG - Bonanza Creative
The Mental Health and Money Advice (MHMA) service offers both one-to-one support and a free website which provides impartial and straightforward information, support, and advice for anyone affected by mental health and money issues.
If you are interested, please contact your project lead who can refer you to book an appointment with an advisor.
For self-help, here is the website which contains a wealth of information and support tools.
For more information, please see here.
“Removing barriers to Information, Advice and Guidance (IAG)”
RAD has dedicated advice workers who are either deaf themselves or fluent in British Sign Language (BSL). They provide advice in BSL or other preferred visual communication such as Sign Supported English (SSE), or Deafblind manual/hands on.
The qualified advisors deliver IAG both face-to-face and remotely, supporting with:
The Royal Association for Deaf People (RAD)
Referrals are made via [email protected] – please send a BSL video or email
