Cadent is one of four companies that run the local gas distribution networks in the UK and also manage the National Gas Emergency service.
Contact Phone Numbers and Email
General enquiries – call 0800 389 8000 or email [email protected]
Smell gas – 0800 111 999
New connections – 0800 074 5788
Meter point – 0870 608 1524 (operated by Xoserve)
Complaints – call 0800 389 5555 or email [email protected]
Brick Kiln Street
Check If Cadent is Your Distribution Operator
If you are unsure whether Cadent is your gas distribution network operator you can either:
- Call the Meter Point Administration Service on 0870 608 1524 (run by Xoserve)
- Search by postcode on Energy Networks Association website
What Does Cadent Do?
Cadent is a gas distributor who owns four of the eight regional distribution network areas in the UK. They are responsible for the local distribution network that the gas flows through from the national gas transmission system, run by the National Grid, to customers’ homes. Cadent is responsible for the gas whilst it is in its network’s pipes, but it does not own the gas. Instead, they deliver gas to customers homes and that the network is fit for purpose including any repairs, new connections, pipe replacements, and upgrades.
Cadent is one of the UK’s largest gas network distributors with a network of 131,000 kilometres of pipes that deliver gas to 11 million customers in the North West, Midlands, East and South East of England.
Cadent is partially owned by National Grid plc as part of their National Grid Gas Distribution company. A majority share of Cadent was sold by National Grid plc to a consortium of businesses in March 2017.
Cadent also manages the National Gas Emergency service on behalf of the gas industry in the UK.
History of Cadent
The gas industry in the UK prior to 1948 was made up of over a thousand separate private companies and local authority undertakings, but as a result of the Gas Act 1948, these companies were nationalised and merged into 12 regional gas boards.
In 1972 the gas industry was restructured by the Gas Act 1972 where all 12 regional gas boards were merged into one as the British Gas Corporation.
In 1986 the gas industry was privatised as part of the Gas Act 1986 and shares of British Gas were floated on the London stock market. The gas distribution business was separated out from British Gas and named Transco in 1997 and then sold by British Gas in 2000. The gas distribution network at this point was divided into eight regions.
In 2002 Transco merged with National Grid Group who operate the national gas transmission system and the electricity transmission system. In 2005 National Grid plc sold four of the eight gas distribution network areas and renamed their remaining gas distribution business as National Grid plc.
In 2016 National Grid plc had to divest some of their interests as the Energy Select Committee said it had too many conflicts of interest. They renamed the gas distribution business as National Grid Gas Distribution Ltd and then sold 61% of the gas distribution business in 2017 to a consortium of businesses, Macquarie Infrastructure and Real Assets, Allianz Capital Partners, Hermes Investment Management, CIC Capital Corporation, Qatar Investment Authority, Dalmore Capital, Amber Infrastructure Limited.
In May 2017 the National Grid Gas Distribution rebranded as Cadent under its new ownership.
What to Do in the Event of a Gas Leak
If you smell gas or suspect that you have a gas leak you should call the National Gas Emergency Service on 0800 111 999 immediately to report it. You should also do the following:
- Open all doors and windows
- Turn the gas off at the meter
- Do not use electric switches or flames
Other Services Cadent Offer
Cadent as part of National Grid plc also own and manage the national gas transmission network and the electricity transmission network in England and Wales. They also manage but do not own the electricity transmission network in Scotland.
Cadent also offers the following services:
- Domestic gas connections
- Biomethane gas injection connections
- Network upgrades and extensions for new developments
- Support for developers and construction services that operate near their assets
- Moving of a gas pipe supply
- Works with Independent Gas Transporters to connect their network to the Northern Gas Networks’ network
Priority Services Register
Both the gas distribution network operators and the energy suppliers maintain a Priority Services Register for tracking vulnerable customers who may need additional support.
This register is used by Cadent when a gas supply has to be cut off for safety reasons or repairs so that they can provide additional support if needed to these priority customers who may be more adversely affected by having their gas cut off.
If you need to make a complaint to Cadent contact:
- Call – 0800 389 5555
- Email – [email protected]
- Write – Cadent, Brick Kiln Street, Hinckley, Leicestershire LE10 0NA
When you make a complaint to Cadent you will be allocated a Complaint Champion who will investigate the complaint. If you are not happy with how your complaint is being handled, you can escalate your complaint to the escalation team. It can be further escalated to the complaints manager.
If you are not happy with the outcome or the complaint has not been resolved within eight weeks you can escalate your complaint to the Energy Ombudsman.