CET Reviews 4,360

I had a gas leak they said they'd attwnd next day between 5pm and 9pm. I phoned 3 times to confirm they were coming to be told by the engineer at 10.30pm that they cpuldnt make it today. I waited for nothing for over 5 hpurs instead of being at work a signnificant loss and waste of time. I still have a gas leak and no engineer.

Quick response, helpful call person Julie, engineer was really good, explained what the problem was, would recommend

They sent an Electrician round within the time they gave us.
Electrician was excellent and sorted out the issue and was very friendly courteous and respectful.
We are just so grateful that the issue was not as bad as we initially thought. Very pleased with the service.

I cannot update my original review since it has gone over the max word count, hence adding a new one.

The latest situation that needs attending from CET is as follows:

Hi Kayleigh,

Thank you for your response.

I would appreciate a more empathetic approach in handling this matter. Simply repeating internal guidelines does not resolve the issues I have raised, nor does it address the dissatisfaction I am experiencing as your customer.

While I understand the next steps you outlined, I am not satisfied with the outcome, and I would like to continue our correspondence on this platform so that there is a clear record of our communication. From my perspective, the situation feels deeply unfair — being charged without receiving the service I requested. For that reason, I do not consider this case closed.

To reiterate, I would like you to address the following points:

- Timeline of events: I first made my request on 4 December, yet I did not receive a quote until around 17 March. I would like an explanation for this delay. Is this the standard timeframe you expect customers to accept?

- Breakdown of the quote: You mentioned that the information you have is what was provided by your customer-to-pay department. However, I am requesting a detailed, line‑by‑line breakdown of the quote. This must be available somewhere internally, as the team would have needed such information to arrive at a figure of approximately £3,400.

- Refund request: I am requesting a full refund for the amount I paid. The first inspection was not carried out properly. The second team who visited on 12 February were far more thorough and professional, and I appreciated their efforts. I would be willing to pay for that second inspection, but it does not justify the amount you are trying to charge me, especially given that no work has been completed after four months.

- Fairness and customer treatment: I am simply asking to be treated fairly. No reasonable person would be content to hand over their hard‑earned money when no work has been done, especially after such a long delay. I hope you can understand how distressing and frustrating this experience has been. It has taken a toll on my wellbeing, and I would appreciate a more considerate and constructive approach from you and your colleagues.

As requested, I have attached the latest water bill.

Regards,
Account or service reference : HE-1105306

RES11133342
Original complaint date: 27/01/2026
**
Good morning,

Thank your for your message.

As previously stated the outcome is final.

The quote sent is the only information in relation to your quote on file and its how they are calculated by the team. When I have queried this with customer to pay department this is what they advised to send to you.

Please refer to the next steps if your are unhappy with the outcome.

Kind regards,
*
Dear Kayleigh,

Thank you for your response.

From my perspective, this matter is not yet concluded. In your previous letter, you advised me to either call the number provided or email your customer service team. I do not wish to communicate by phone, as I want all correspondence to remain in writing. Regarding your suggestion to email separately, could you please explain what difference it makes to continue the conversation here, and why this platform cannot be used to address my complaint?

So, I will ask again:

--- Although you have acknowledged failings and offered £150.00 in compensation, this does not address the core issue. The amount offered is significantly lower than what I paid for work that was never carried out. Please explain how you arrived at the figure of £150.00, and on what basis CET believes it is appropriate to retain the remaining £474.00—more than three times the compensation—despite no service being provided.

You stated:

“We do not provide exact accounts of where the contractor was but we do admit our wrong doing and have upheld the complaint and offered compensation for the delays. Feedback has also been provided to our Regional Network Manager in relation to the delays.”

--- You pasted what was previously advised but a breakdown of the original quote is yet to be given. I have previously asked for this information, and it has still not been provided. Please supply a full line‑by‑line breakdown so that I can compare your quote with those from other contractors.

--- May I also ask you directly: if you were in my position, would you consider it reasonable to pay any amount—let alone £474.00—for the level of service I have (or more accurately, have not) received from CET?

--- I can provide statements from Thames Water, which I will attach in my next email for your review.

Yours sincerely,
**

Following my review in which I commented about the fantastic service, it is with regret I must now place a 1 star (which should zero) following the boiler repair I have come home tonight to find my work top saturated with water
I called NatWest Black home emergency who tried at 21:00 to contact CET via email and every phone number held - result not one answered
Shocking service for a banks so called premium customers

Urgently requires a review as customers deserve better from both NatWest and their third party suppliers / home emergency team

First class service. Efficient friendly and prompt

No pressure sales,quality choice at good price. Good part ex deal.

Matt, the gas engineer, was very personable and courteous. He got my heating/hot water working again very quickly and even checked other things to make sure it was all ok. Very happy to recommend

All round excellent. Initial call handled well and follow up call. Engineer was professional and helpful

Excellent service. The plumber arrived on time and carried out the work required efficiently and with no mess or fuss. He was very courteous and informative and good at his job.

Being kept informed and a very polite, helpful engineer

Prompt, efficient, pleasant.

Excellent work carried out, very happy with result, plumber who came was extremely good. Thank you

Workman was here very professional helpful and would thoroughly recommend 5stars 👍

They handled our problem quickly and efficiently
The engineer who came handled a difficult problem with the minimum of fuss and very professionally

Contractor came out introduced himself very knowledgeable fixed the problem quickly and efficiently Excellent service would recommend him

Absolutely fantastic service my disabled sisters boiler broke and come within 30 mins and fixed it brilliant job xx

Claim reference: HE998161
It would be no star but cannot put a no star.
Toilet cistern not working the pull handle type, CET engineer decided to change to push button less water used. The engineer put small amount of toilet paper flushed it worked before he left. The first time used properly, needed to flush 2 or 3 times. CET came out several times, same problem when used realistically. The last time they came out they decided to teach me a lesson, the engineer brought a really old man with him, apparently to teach him how to use the tablet the engineer had with him. Observing he never looked or touched it once. Before the engineer has ever refixed it I have also put toilet paper in and shown him it does not flush. After adjusting the cistern the engineer put a tiny amount of paper and obviously it flushed. Upon them, leaving the elderly trainee asked to use the toilet I agreed for only weeing. The engineer and I waited downstairs. I commented the elderly trainee was taking his time and I hope he is not poohing the engineer said he wasn't, but it was too late for me to tell him to come out. He came down without saying a word and they left. I went to check the toilet to my disgust there was faeces all around the bowl. I had to clean it, despite CET charging my insurers for each visit even though it was not done correctly the first time they thought it funny to do this disgusting ceremony. I put a complaint in CET refuse to use common sense and refund to my insurers the extra payments they should not have claimed. They said their contractors word is taken by them and the advisor refused to give me a reason why I would call them out several times for the same shoddy job. Same thing CET did with my drains came out several times not resolved despite me telling them the sink pipe underground it is blocked, nothing done charged Nationwide each time. The last visit the engineer then checked the sink pipe, low and behold, YES, he admitted I was right, hallelujah, took him over an hour with some electrical equipment, something pushed up the sink pipe only and that was over a year ago and pleased to say not one problem since. Nationwide have a responsibility to their customer to ensure we are not being conned as in the long run we pay Nationwide back for all of their outlays to CET via high premiums. Cheaper if I paid privately. They paid out not questioning why they need paying for the same job. It goes against my premium despite me paying extra for home emergency. You have to declare it when insuring your home so now my premiums are sky high, so basically I am paying Nationwide back for their payments to CET, therefore they never need to question payments for the same job several times over. *DO NOT GET COVER WITH YOUR INSURERS, GET IT DIRECT WITH A COMPANY THAT JUST DEAL WITH EMERGENCIES, AS YOU PAY IT BACK M THROUGH HIGH PREMIUMS IF YOU MAKE A CLAIM. The date of experience I will put as the date CET complaints advisor rang me. He said he will only uphold the elderly man (leaving pooh residues) but can doing nothing about it just report conversation to Nationwide. I still feel like vomiting when I go to the bathroom as it was distressing and disgusting to treat a customer like this for wanting a job done that they were paid to do. So he basically just called to tick the boxes and report to Nationwide he dealt with the claim as legally they are bound to. Still high premiums and even higher as I have to declare umpteen claims for the same shoddy jobs as a new claim.

Baz was friendly, approachable and fixed our leak within minutes, capping both pipes where the radiator being removed was leaking. Would definitely use them again.

Very gud service helpful