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Cadent Gas Distribution Network: A Complete Guide

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As the largest Distribution Network Operator in the UK, Cadent Gas gets gas safely to 11 million homes in the UK. We filled this Cadent Gas guide with everything you need to know about Cadent Gas.

Who Are Cadent Gas?

Cadent Gas logo

Cadent Gas Limited is the Distribution Network Operator (DNO) for around 11 million UK homes, making it the largest gas distributor nationwide.

Whilst Cadent Gas doesn’t own or produce the gas running through its pipes, it owns and maintains the infrastructure that makes up the gas network. In fact, its network of 82,000 miles of gas pipelines serves about 50% of UK gas customers - that’s over three times around the world.

Founded in 2017, as National Grid Gas Distribution Limited, it is the most recently incorporated gas distributor in the UK. The other gas distributors, SGN, Northern Gas Networks, and Wales & West Utilities all began operating just over ten years earlier in 2005.

Where Does Cadent Gas Operate?

Cadent Gas operates predominantly in the North West, West Midlands, East Midlands, South Yorkshire, East of England and North London. As you can see on the Cadent Gas Network Map below.

Gas Distribution Network Map for the UK

What Does Cadent Gas Do?

You might wonder what Cadent Gas does and what they handle. Let’s look at their responsibilities.

  • Cadent Gas takes care of the main gas pipe that supplies your town/city, as well as the smaller pipes that bring gas to your property.
  • It maintains, repairs and replaces gas pipes to ensure the safety and reliability of the gas flow.
  • Cadent Gas also manages the National Gas Emergency Service for all gas customers in the UK.
  • It connects homes and gas suppliers to the Cadent Gas network.
  • Cadent Gas works with local businesses to expand and develop its network.
  • It provides extra care for those who might need it in a gas emergency through the Priority Service Register.
  • It doesn't produce gas.
  • Cadent Gas doesn't own the gas that flows through its pipes.
  • Cadent Gas doesn't repair appliances such as boilers or ovens.
  • It doesn't send you a gas bill. Your gas supplier is responsible for paying Cadent Gas out of your bill.

Cadent Gas Connections And Alterations

The responsibility of Cadent Gas is to connect your property to its network, or make alterations to your supply such as a disconnection, capping of your supply, or changing your gas meter.

The most common thing Cadent Gas does for customers is new connections. So we’ve broken down how to get connected to the Cadent Gas network.

Cadent Gas new connections infographic

Step 1. Check To See If You’re In The Cadent Gas Network Area

You can check on the Cadent Gas website to find out if you're in the area it covers.

Step 2. Start The Process

Once you’ve confirmed that Cadent Gas is the distributor for your area, you can choose to apply for a new connection online, or by calling them on 0800 074 5788.

To apply online, go to their website and choose Connections from the main menu, then choose New Connections from the submenu.

On the page that opens, you will need to choose if the property you are connecting is a new build or existing build. The process is the same in either case, but it allows Cadent Gas to know more about the property.

Step 3. Fill Out The Form

contract and pen

The first step here is to enter the postcode for the property you’re getting a gas connection installed, then choose the full address from the selection. Then hit Add Property. It then gives you the choice to add another property or continue with the form.

Once you add all the properties you want connections for, you need to choose if the property is a residential or commercial property.

Owners or tenants of commercial properties will need to call 0800 074 5788 to request a connection because of the complexities involved.

You will need to tell Cadent Gas what type of property you want to connect to its network from the list. You can choose from:

  • Semi detached
  • Detached
  • Terraced
  • Flat
  • Maisonette
  • Bungalow
  • Listed Building
  • Caravan park
  • House Boat
  • Independent Annex
  • Self contained granny flat
  • Property conversion

And then use the next dropdown menu to say if you are the owner, tenant, or applying on behalf of the owner.

Next, add the total peak hourly load. This is the amount of gas used if you had all your gas appliances switched on at the same time on full power. For a standard four bedroom house, this is usually around 40KW.

If you’re unsure then we suggest asking a gas safe registered engineer to provide you with an assessment.

Once you’ve filled out that, you can move on to the type of meter you require for your property.

Here, there are three options to choose from.

  1. U6 Standard Domestic Meter
  2. U16 Meter
  3. U25 Meter

Most homes, up to four bedrooms, will require a U6 meter. If you have a larger house, then you might need a U16 meter. Properties that are especially large and have special requirements will need a U25 meter.

Again, if you are unsure, then an assessment from a gas safe registered engineer is the way forward.

Once you have decided which meter type you require installing, you will need to decide what type of meter box you would like to install. You can see in the table below your options based on your meter type.

Meter Installation Options
Meter Type Option 1 Option 2 Option 3 Option 4
U6 No box required Built-in (recessed in the wall) Surface Mounted Semi Concealed Ground Box
U16 No box required Wall mounted Free standing  
U25 No box required Wall mounted Free standing  

Most residential homes with a U6 type meter will have a built-in style meter box. However, this type of meter box will need to be supplied and installed by yourself before Cadent Gas comes to install your connection to its network.

The last step for this section is to enter the length of pipe you need in metres. You don’t need to get out your measuring tape. The Cadent Gas website has an easy-to-use tool to measure this online via the boundary records.

You just need to click where you want your meter installed on your property, and draw the line to the nearest gas pipe which is clearly marked in the tool.

After you click next at the bottom right corner, you will now need to choose how the digging and resurfacing will take place. You have two options:

  1. Cadent Gas
  2. Yourself
gas bill money

Having Cadent Gas dig and resurface is probably the easiest way to install your gas connection, as they will be responsible for the entire process. However, if you decide to dig it yourself, then you will need to make sure that you follow the guidelines exactly, otherwise the installation may not go ahead as planned.

And it will ask if you are paying for the work or if someone else is paying. This is so Cadent Gas can generate an invoice to be billed to the correct party for the work.

You can then give your application a reference number, so you can recall the quote later, and add any additional information, such as:

  • Special requirements
  • Access instructions
  • Parking restrictions
  • etc

Last, you can click the button in the bottom right-hand corner of the page to display your guide price. This price is merely an estimate for the work required. Once you complete the form with your full details, Cadent Gas will get back to you with a firm quotation.

Get a Free or Discounted Gas Connection You may qualify for a free or discounted gas connection from Cadent Gas via the Connected Warmth scheme. This scheme provides vulnerable customers who do not have a gas connection a free or discounted installation.

To qualify, you will need to be within the Cadent Gas network, your property cannot be a new build or commercial, and eligible for support under the Home Heating Cost Reduction Obligation or be in Fuel Poverty according to the Low Income Energy Efficiency Indicator.

Step 4. Get Connected

calendar

From the time you apply, it usually takes six to eight weeks before the work begins. Once the work starts, it should take a couple of days to complete the Cadent Gas connection.

Someone over the age of 18 will need to be present at the site when the workers arrive to approve any changes that are not included in the quote.

After the connection is made, Cadent Gas engineers will return to your property within five days to restore any areas that are left out of order.

Step 4. Choose Your Supplier

Now that you are connected to the Cadent Gas network, you will need to decide who you will choose as your gas supplier.

You’ll need to provide your chosen supplier with your Meter Point Reference Number (MPRN), this will be included in the planning letter you receive from Cadent Gas.

Before choosing just any supplier, we recommend you do some research to make sure you choose the right gas supplier.

You can check out the following guides to help you find which is the best gas supplier for your home:

Cadent Gas Contact

gold phone

Customers that need to contact Cadent Gas may do so for a variety of reasons. When the need arises to get in touch with Cadent Gas, you can do so in the following ways:

  • By phone
  • Email
  • Social Media
  • Writing a letter

We’ve listed all the Cadent Gas contact methods below

Cadent Gas Contact Number

The Cadent Gas contact number is the quickest way to speak to a representative of Cadent Gas. Depending on your enquiry, you can choose the best Cadent Gas contact number from the table below.

Cadent Gas Contact Numbers
Department Phone Number Opening Hours
Customer Service 0800 389 8000 24/7/365
New Connections 0800 074 5788 Monday to Friday 8am to 8pm
Complaints 0800 389 5555 Monday to Friday 8am to 8pm
Emergencies 0800 111 999 24/7/365
Press Office Out of Hours 0845 366 6769 Monday to Friday and Weekends 5pm to 9am
Minicom / Textphone Support 0800 371 787 24/7/365

You can also contact Cadent Gas for media or press related enquiries. For this type of enquiry, you can contact the regional contact during office hours (Monday to Friday 9am to 5pm) or use the out of hours number at other times.

Cadent Gas Regional Media Contacts
Contact Person Phone Number Email Address Region
Stephanie van Rosse 07767 337 343 [email protected] North London
  • East Berkshire
  • London - including the City of London
  • South Buckinghamshire
  • South Essex
  • Middlesex
  • North Surrey
Kevin Hegarty 07970 694 897 [email protected] North West
  • Cheshire
  • Cumbria
  • Greater Manchester
  • Lancashire
  • Merseyside
Rebecca Wright 07899 983 792 [email protected] West Midlands
  • Warwickshire
  • Staffordshire
  • Shropshire
  • Herefordshire
  • West Midlands
  • Worcestershire
Stuart Goodwin 07773 122 925 [email protected] Eastern
  • Derbyshire
  • Leicestershire
  • Lincolnshire
  • Northamptonshire
  • Nottinghamshire
  • South Yorkshire
  • Bedfordshire
  • Cambridgeshire
  • Essex
  • Hertfordshire
  • Norfolk
  • Suffolk

Cadent Gas Email Address

gold laptop

The easiest way to contact Cadent Gas digitally is through its online form. This will make sure that Cadent Gas has all the relevant information they require to deal with your enquiry quickly and efficiently.

To access the form, go to the Cadent Gas website and click the Contact-us button at the top of the page.

Next, hover over the type of enquiry you have and choose the Write to us option. It will take you to a new page where you can fill out your enquiry.

If you prefer to email directly, without using the form, you can use the Cadent Gas email address, which is [email protected].

Try to provide as much detail as possible when you email Cadent Gas. We suggest including some or all of the following details:

  1. Full name
  2. Reference number (if you have one)
  3. Is your enquiry related to one of the following:
    • Gas Emergency and/or emergency repairs
    • Replacing the old pipes in the road with new plastic ones
    • A new connection, alteration or disconnection you have applied for
    • Resurfacing your property/driveway following work where we had to dig
  4. Your contact information:
    • Phone number
    • Mobile number
    • Email address
    • Postal address
  5. Where the work was carried out
  6. Your preferred method of contact
  7. Any other relevant information

Cadent Gas on Social Media

speech bubbles

Cadent Gas maintains an active approach to social media and has accounts on Twitter, Facebook, and LinkedIn.

We recommend you follow them on your preferred social media channel so you’re kept up to date with gas related information and any relevant emergencies that may affect your gas supply.

You can send them a direct message on Twitter, or tweet @cadentgashelp. If Facebook is more your thing, then sending a message is also an option.

Cadent Gas Address

Sometimes, a good old-fashioned letter is the dish of the day. Writing to Cadent Gas is as simple as writing your letter, putting it in an envelope, sticking a stamp on it and putting it in your nearest postbox. If your letter is important, then we’d recommend using recorded delivery via the Post Office to give you proof they received it.

The Cadent Gas address is:

Brick Kiln Street
Hinckley
Leicestershire
LE10 0NA

Cadent Gas Complaints

scales pros and cons

We hope that you never need to make a Cadent Gas complaint, but if something has happened and you need to complain to Cadent Gas, you will need to follow this procedure to ensure they handle your complaint correctly.

Cadent Gas Complaint: The First Step

The first thing you need to do is get in touch with the Cadent Gas complaints team. You can reach them in the following ways:

Cadent Gas Complaint Team Contact Information
Cadent Gas Complaints Contact Information
Phone (Monday to Friday 8am to 8pm) 0800 389 5555 option 1
Textphone / Minicom (Monday to Friday 8am to 8pm) 0800 371 787
Email / Online Form [email protected] or using the contact form on the Cadent Gas Website
In writing Customer Care Complaints Team
Cadent
Brick Kiln Street
Hinckley
Leicestershire
LE10 0NA

The Cadent Gas complaints team will log your complaint and you will receive a unique reference number that you can use when following up with your Cadent Gas complaint.

They assign a dedicated Complaint Champion to your case who will stay in touch with you whilst they investigate and try to resolve your complaint.

Cadent Gas Complaint: Escalating Your Complaint

Should your complaint be unresolved after the first step, you can escalate your complaint to the Cadent Gas Complaints Escalation Team. You can also get in touch with them if you’re not happy with the way they handled your complaint.

You can use the same channels as above to escalate your complaint, or you can email the Cadent Gas Complaints Escalation Team directly at [email protected].

Cadent Gas Complaint: An Independent Review

If you’ve made a Cadent Gas complaint, and escalated it to the Cadent Gas Complaints Escalation Team, but still not happy with the outcome, you can send your complaint for an independent review.

There are many ways you can request an independent review of your Cadent Gas complaint, and we recommend you speak to your local Citizens Advice office. They have experts volunteers who deal with customer complaints regularly and will advise if they have appropriately handled your Cadent Gas complaint, and what your next steps are if it hasn’t.

You can call the main Citizens Advice contact number if you don’t know where your nearest office is. They will help you over the phone or direct you to the nearest office.

Citizens Advice Contact Information
Contact Phone Number Opening Hours
Citizens Advice 0808 223 1133 Monday to Friday 9am to 5pm
Minicom / Textphone 0845 1281 384 Monday to Friday 9am to 5pm

Alternatively, you can use the contact form or live chat option on the Citizens Advice website: www.citizensadvice.org.uk

Cadent Gas Complaint: Energy Ombudsman

The last option is to take your complaint to the Energy Ombudsman. They are an independent body that investigates complaints fairly by listening to both sides and considering the facts of the complaint.

Once they make their decision, it’s binding. This means that Cadent Gas must comply with the decision that the Ombudsman makes.

You can get in touch with the Energy Ombudsman in the following ways:

Energy Ombudsman Contact Information
Contact Method Contact Information
Phone 0330 440 1624
Email [email protected]
Website www.ombudsman-services.org/complain-now
In Writing Ombudsman Services
Energy, P.O. Box 966
Warrington
WA4 9DF

Cadent Gas Leaks And Emergencies

If you smell gas or spot a leak, it’s very important that you get in touch with the Cadent Gas emergency hotline as quickly as possible. You can call anytime 24/7/365.

You should also evacuate to a safe location before you make the call.

Cadent Gas Emergency Hotline: 0800 111 999

Cadent Gas Limted Jobs and Careers

Are you considering a career in the gas industry? Cadent Gas careers are a great place to start if you already live in a Cadent Gas region.

You may work from one of the 15 Cadent Gas depots that serve the residents close-by, or perhaps you’d like to work from their head office or operations centre.

Of course, wherever you end up working from, Cadent Gas has excellent ongoing training to make sure the workforce is constantly being upskilled to ensure a long Cadent Gas career.

Below we’ve listed the Cadent Gas address for its head office, operations centre, and training centres.

Cadent Gas Office Locations
Centre Address
Ansty Park Head Office Pilot Way
Ansty Park
Coventry
CV7 9JU
Hinckley Operational Centre Brick Kiln Street
Hinckley
Leicester
LE10 0NA
North Training Centre Mersey Road North
Hollinwood
Manchester
M35 9FF
Midlands Training Centre Windsor Street
Birmingham
B7 4DN
Southern Training Centre Caldwell Lane
Hitchin
SG4 0SL

Cadent Gas Apprenticeship

A Cadent Gas apprenticeship will allow you to learn some valuable skills and gain experience working alongside Cadent Gas engineers through its Engineering Apprenticeship Programmes.

Cadent Gas apprenticeships are available to anyone with the relevant qualifications, no matter what stage of your career you are at. There are currently three Cadent Gas apprenticeships to choose from.

Operate and Maintain

Length of Apprenticeship: Three Years

Network Service Technician (Pressure Control and Storage) Apprentices work in the Operate and Maintain team. The role is about keeping the energy flowing by constantly learning new skills to make sure the Cadent Gas network is maintained, safe and working perfectly.

Over the course of three years, Cadent Gas will train you in everything from standard maintenance, to fault finding and rectification on a wide range of equipment used in its networks.

Electrical and Instrumentation

Length of Apprenticeship: Four Years

Network Service Technician Apprentices work in the Electrical and Instrumentation team. Your job is to ensure the Cadent Gas network is maintained, safe and working perfectly.

There’s a lot of specialist equipment to learn during your four-year apprenticeship, you’ll learn everything from cable testing through to the maintenance of the control systems.

Repair Team Leader

Length of Apprenticeship: Two Years

Working as a Repair Team Leader Apprentice is all about keeping the nation safe.

Cadent Gas will partner you up with an expert and give you the opportunity to learn the right ways to keep the energy flowing. You’ll be responding to gas escapes, day or night, and working outdoors on gas mains. It’s also a public facing role, meaning you’ll become the face of Cadent Gas in your community.

Cadent Gas Engineer Salary

According to recent job postings, a Cadent Gas Engineer Salary is around £26,975 to £29,972 per year, depending on experience.

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