The Priority Services Register (PSR) is a way that we can help those who have extra communication, access or safety needs to always gain equal access to the best possible service(s). We understand that it can be a stressful time when your gas supply goes off, especially if you find yourself in a vulnerable situation, and the PSR helps us ensure that you can access the care that you deserve.
The PSR is a completely free service, designed to make it easier for those who need a little extra help. Each energy supplier and electricity network operator maintain their own register, meaning that you can register with us and receive essential benefits that will make the management of your energy supply easier.
How does it work?
Depending on your circumstances, being on the PSR gives you access to a variety of services, for example:
- Providing you with alternative heating and cooking facilities should your gas supply be interrupted as part of our works.
- The use of a password facility to keep you safe on your doorstep.
- Nominating someone to deal with your bills or help in a power cut on your behalf.
- Offering you information in other formats like large print, audio CD, braille.
- Providing translation services should there be a need for it 24/7, 365 days of the year.
- Receiving an annual free gas safety check (where eligible) to check your gas supply and appliances are safe to use.
- Advance notice of planned power cuts by your electricity network operator so you can prepare or advise them that you may need help on the day.
- Priority support in the event of a power cut. Network operators aim to provide welfare in the form of meals, drinks, warmth and charging points, as well as receiving priority updates.
- For the purposes of safety, if you are unable to reach your gas emergency control valve (ECV) due to poor mobility, we may be able to move this for you. To find out if you are eligible for this service, please call us on 0800 0745 788 to talk with one of our team members to discuss it further.
- Priority support from your water company in the event of a water supply issue or outage
- A ‘Knock & Wait’ service, making home visits more convenient and easier, allowing you extra time to get to the door
We will visit each customer in the area and will speak with you individually regarding maintaining access to your home.
For more information on PSR please click HERE (LINK - https://cadentgas.com/help-advice/supporting-our-customers/priority-services-register)
Please contact us using the following details:
Telephone: 0800 151 2404
Email: customercareeastern@cadentgas.com
What should I expect from Cadent?
Each of the jobs involved in upgrading the mains is done by a different specialist team (dig team, engineering team, reinstatement team and relighting of gas team), one after the other, so don't worry if it looks like one of our teams has left your street - another team will be along shortly to complete the work. As we go along, we'll keep you updated with information about what we've done and what we're going to do next.
What if I'm on holiday or away from home?
Before we start work, we will send you a letter to let you know when to expect us. When you get your letter with the expected dates, please phone the number on the letter and let us know your circumstances. We'll go ahead with the pipe upgrade work even if no-one is at home when we call. We'll need to get into your home to finish the work and turn your gas back on, so this will mean that you won't have gas when you return home.
You may be able to arrange for an adult (over 18) to let us in if you're unavailable. If no-one is available, we'll have to arrange to come back and finish the work. Under no circumstances will we force entry to your home to complete this work.
Please wait until you receive confirmation of our work starting before you call to let us know your availability.
If you are a key holder for empty properties or for neighbours that will be affected then, again, once you receive our letter then please let us know.
Your safety is our priority
All of our teams carry identity cards. As we use specialist teams for each stage of our work, please ask to see their identity cards every time they knock at your door.
If you smell gas or suspect carbon monoxide, don't assume it's because of our work. Always call the National Gas Emergency Service for free on 0800 111 999*.
*All calls are recorded and may be monitored.
What happens if I’m elderly or otherwise vulnerable to the cold?
Firstly, please ensure you are registered on the PSR so we know where those residents who might be in a vulnerable situation are located. Secondly, we will ensure that you are offered a hot plate and heater to use during our works and that you are prioritised for reconnection of your supply.
Will I still be able to access my driveway?
Whilst we may need to dig outside your home, wherever possible, we will ensure that roadplates are used to cover any holes so that you can still access your driveway. In rare cases, these roadplates cannot be used and, in these circumstances, our team will work with you to ensure that alternative solutions are found to enable you to maintain access to your property.
If Cadent damage any private or public property or land during their work, will this be rectified?
Cadent will restore any damage that we cause. This includes damages to any verge or grass area caused by our vehicles or by our digging. In some cases, this repair may not be fully complete until the Spring as we will need to wait for better weather to restore grassed areas. If you are aware of any damage caused by Cadent then please contact us using the following details:
Telephone: 0800 151 2404
Email: customercareeastern@cadentgas.com
I have a business in Harpenden which I think will be affected by your works. What happens if my business is impacted?
Please visit the following page on our website Small business claims | Cadent (cadentgas.com) for more information on this.