Emergency disconnection repair scheme hits 1,000 referrals

Gas distribution network Cadent has revealed a pioneering customer safeguarding scheme which it launched with National Energy Action (NEA) has successfully referred 1,000 households.

The Reactive Response initiative was launched in 2020 after the Cadent Foundation awarded a £612,000 grant to NEA for a one-year pilot project across its networks. A further £1.8 million was recently awarded to fund the initiative for another two years.

Regulations state that households and appliances can be disconnected in the event of a gas emergency which poses a risk to life and property. This can leave vulnerable consumers unable to cover the costs of repairing or replacing appliances and Reactive Response aims to help those who are struggling.

The scheme allows Cadent’s engineers to refer customers to the NEA charity, which then organises the repair or replacement work ranging from gas pipework repair to the installation of full central heating systems (subject to eligibility).

Once supply has been safely reinstated, NEA offers customers energy efficiency advice and also supports them to access other sources of help such as the warm home discount and priority services register. They are also offered a benefit entitlement check and support to claim any identified benefits for which they are eligible.

This, Cadent said, can lead to significant income gains as a result of a Reactive Response referral.

Peter Sumby, director of operations at NEA, said: “Having an appliance condemned or gas supply disconnected can be devastating, particularly for those who are already struggling to afford heating costs and other essentials. Through this partnership we’ve been able to get people back on track, helping them live in homes that are safe and warm.”

Julia Dwyer, Cadent Foundation director, said: “Supporting people out of fuel poverty is one of the fundamental objectives of the Cadent Foundation and the Reactive Response scheme offers an innovative new approach to tackling a growing problem.

“This is the first initiative of its kind within the energy industry and its impact on vulnerable customers has already been phenomenal. By helping people to achieve affordable warmth, the Reactive Response scheme is reducing the number of households likely to be in fuel poverty, improving health and wellbeing and consequently, reducing demand on primary health care services.

“We hope that this initiative will one day become standard business practice across the industry, providing a blueprint that all gas and electric distribution networks can replicate to support vulnerable customers.”

Earl Richards, customer safeguarding specialist at Cadent, said: “A referral from a Cadent engineer to NEA can be the key to re-establishing a safe and effective heating system in the home of a vulnerable person.

“Reaching the 1000 referrals milestone is testament to the passion and commitment of Cadent engineers to always put the customer first. Unfortunately, it also highlights the high level of need and frequency with which vulnerable customers find themselves at risk of living in a cold home, with no access to hot water or cooking facilities following a gas emergency.

“The Reactive Response scheme has not only had a huge benefit for customers, it’s also had a significant impact on Cadent frontline staff. By referring a customer for assistance, they can leave knowing that their needs are being taken care of, giving them peace of mind and job satisfaction.”