Cost of Living pressures affecting gas appliance servicing: Insights from IGEM's latest webinar

As part of Gas Safety Week, IGEM and Cadent hosted the webinar: Services Beyond the Meter.

Earl Richards, Technical Manager at Cadent, led the session, discussing the VCMA-funded programme aimed at supporting vulnerable customers. This programme includes essential services such as appliance repairs, gas safety checks, carbon monoxide investigations, and energy advice. Attendees gained insights into how Cadent is embedding these services to ensure customer safety and support.

A key issue explored during the webinar was gas servicing and the current cost of living crisis, highlighting the challenges many are facing in maintaining their gas appliances.

Cadent, the UK’s largest Gas Distribution Network, has recently revealed new figures indicating that people across the country are continuing to put themselves at risk by not regularly servicing their gas appliances due to ongoing cost of living challenges. A dedicated team, known as ‘Services Beyond the Meter’, has reported an increase in referrals from people unable to afford to replace dangerous and condemned gas appliances, such as boilers and cookers. In some cases, people are not using their boilers at all.

With households across Britain feeling the pinch ahead of winter, research reveals that almost 30 percent of people are only getting their boilers serviced every two years or more, rather than the advised annual service. Nearly seven percent of respondents stated they will no longer service their boilers at all.

To address this issue, Cadent has upskilled 100 engineers to deliver a range of services designed to safely restore gas supply to customers in vulnerable situations, ensuring homes remain warm and secure. Traditionally, when a gas appliance was condemned for safety reasons, households had to choose between staying off gas, risking self-reconnection, or taking on debt for repairs. The ‘Services Beyond the Meter’ initiative now introduces vital and free support to eligible customers.

Earl Richards commented: “For Cadent, Services Beyond the Meter exemplifies a groundbreaking and compassionate approach to supporting customers facing financial hardship, particularly during the ongoing cost of living crisis. It goes beyond the traditional responsibilities of a Gas Distribution Network and allows us to deliver innovative solutions that address both immediate and long-term needs, saving countless lives in the process.”

With two in five respondents citing cost pressures as the number one reason for not getting their boiler serviced annually or not using a qualified professional, the situation for many will remain dangerous as winter approaches.

Earl continued: “Our engineers encounter heartbreaking and dangerous stories every day, so these findings are not surprising. Safety is always our number one priority, and it’s crucial that people do not attempt to fix their own boilers and gas cookers or use faulty appliances. Instead, they should seek support from a Gas Safe registered engineer.”

Cadent operates the 24-hour, 365-day National Gas Emergency Service across the UK. If you ever smell gas, call the National Gas Emergency Service immediately on 0800 111 999, day or night. All calls are recorded and may be monitored.