CET Reviews 4,367

Great service from CET. They quickly checked my cover, arranged the right contractor, kept me updated by text and phone with timings, and even followed up after the repair to make sure everything was completed properly. Ross the plumber was excellent friendly, professional, and sorted the issue quickly. Highly recommend.

We would never recommend CET Structures LTD.

Our boiler broke down 5 days ago, and CET sent an engineer within the hour. We were charged a £220 call-out fee for what should have been a simple one-hour repair. We also have home emergency cover, so we expected the issue to be resolved quickly.

The problem was apparently just a gas valve that needed replacing. However, the contractor stayed for only 2–3 minutes before leaving, and since then we have had no proper update or repair.

We have been calling CET every single day, often 4–5 times a day, and every time we are told, “We will call you back.” No one ever does. They also keep saying they cannot get hold of the contractor.

Another day passes with no heating or proper communication. This morning we called again and received exactly the same response.

At this point, we honestly want a refund. We could have hired a local engineer and had the boiler fixed much faster and for far less money.

We will also be contacting Trading Standards regarding this experience.

Based on our experience, we would strongly advise people to avoid CET and be cautious with home emergency cover policies, as there always seems to be a catch.

Update: Just now at 8:00am (14/05/2026) received message saying -
"Thak you for your home emergency job 1186485 has now been completed." What a joke CET.

Bad communication , not informing plumber what was required so arrived at the emergency job with no information . A plumber couldn’t fix the leak ! Leaving vulnerable adults 4 days without water and heating in winter ! Shocking customer service . We later found out it was a basic repair and could have been fixed in one day ! Plumber wasn’t knowledgable enough to fix the leak . They had to send another . Still no communication from CET about our complaint since March 2026 ! Ref no 501338669

Very nice Engineer who came promptly and sorted our problem out quickly. We were told at the outset what he was going to do and what he had done. Everything was clearly explained and we were advised as to how to proceed in the near future.

From the moment I first put my request in I received a phone call asking about the issue I had and they told me what happens next.I received the text for the timings and the engineer arrived within the time I was text.The engineer looked at the problem got his tools and fixed it.

Good service turned up on time on a Sunday.
Done a good job stopping the leak. Thank you,

Have cover for home emergency from my current account. We’ve had to use them twice recently for 2 different issues. Both times response times were excellent and work completed quickly and efficiently. Comms are good once you make a call and log an issue

Excellent service from a rapid start to a clean finish. Professional and trustworthy the engineer was a customer service champion. Will happily use again and can highly recommend.

Excellent service very quick response time. The engineer arrived when they said he would and was very polite and helpful

Excellent service, and left everything tidy, thank you so much

Very happy with the service CET provided. Came out same day to fix an escape of water that had come from kitchen radiator and had flooded my kitchen. Fixed leak and plumber was extremely polite and friendly. Would recommend the services of CET.

Prompt response and engineer personable. Did a good job.

Very quick response to my boiler leak emergency. The engineer was very thorough and returned twice more with further spare parts to ensure that my boiler was fully working.

I can't praise CET and their staff and contractors enough. They were courteous, sympathetic and efficient throughout my claim. I Must make special of their appointed technician, Chris Robson. Throughout the numerous visits to our property he went above and beyond our expectations. He was always on time, and genuinely cared and made sure he solved our problems. Brilliant service. I would recommend Direct Line, CET, Centego and, in particular, Centego's Chris Robson without hesitation.

The service and communication were excellent.
The boiler problem was rectified within the working day and I was kept informed by phone and text of what would happen and when.

The call handler was polite had engineer out the same day, he was very friendly was such an easy process.

I had quite a bad leak with water pouring through my kitchen ceiling and down the walls. I phoned cet and they were very helpful, and sorted out a plumber to come to my property within a couple of hours.

HE-1172429
Absolutely terrible! These were used as part of my Privilege home insurance as home emergencies. I had a leak coming through my kitchen ceiling. I telephoned and they said they would assign a plumber - the plumber (after several hours) turned up - in the mean time, I had already had a phone call saying they couldn't get into the house - this turns out they had gone to wrong house. The plumber they assigned stayed in the house for 7 minutes and stated that the problem was a seal on the bath, and there was nothing they could do. This was questioned several times - with the promise of another plumber to come out as a second opinion - that second opinion never came. I rang my insurance and asked for any type of report or what to do as the leak continued. I was sent from CET a report and a set of pictures of the work that was done - the pictures were of an electrical plug in someone else's house! The leak continued and although I continued to try and get some help - nothing came. On Saturday 2nd May - my kitchen ceiling fell through, because of the damage the water had done. I insisted a plumber come out and this one found the first plumbers were completely incorrect and the issue was a pipe from the toilet- it took just 20 minutes to fix. I now have a massive hole in my ceiling, the stress it has caused and having to try and get it fixed is massive. I raised a complaint with CET and Privilege - I phoned today to get more info and was totally fobbed off- the call handler was rude, obnoxious, kept interupting - no care whatsoever for what had happened. As in their words "this is just your opinion, we decide what happens". It's clear if they their first plumbers had done their job none of this would have happened- if they had sent a second opinion when they said they would none of this would have happened - the ceiling company who came put said it was clear the damage was water damage, the second plumber who came out said the first plumbers should hgave nown it was not the bath or shower as the leak was on the wrong side of the ceiling. There has been cover up after cover up in order to get away from their mistakes. I suggest you steer well clear of this company.

7th May - A loss adjuster visited today and found the insurance company liable and has made enquiries as to whether I should pay the £550 excess for the ceiling to be repaired - the loss adjuster and even Privilege themselves both agree that the excess should be covered by CET because they caused it. We will see how they try to justify any of their actions despite a mountain of evidence against them. If I am not 100% satisfied with their complaint "investigation" then I have my evidence and the Ombudsman standing by. I should not be 1p out of pocket because of the litany of mistakes this cfompany have made - and if I have to go further and then have to claim for stress, not being able to use bath or shower in my own home - I will

29 May - Ongoing complaint regarding the incompetence of CET. I had a phone call today from someone today with regard the complaint - they rejected it saying they felt it wasn't to do with them. After going through every piece of evidence (I made a subject access request) which includes a report from the second plumber showing the first plumber wrong- something the person who called was surprised with! It is abundantly clear that they have either rested on the job notes of the first plumber (which they only had through a phone call, no written notes) and then everything else is someone's elses fault. Their second plumber and the loss adjustor have supplied reports to them which totally contradict what they are saying, but refusing to budge- now the real fun begins, because I'm going for the excess and compensation! They want a fight, they have one!

Engineer was very polite. Covered his shoes when he came in.
He explained what the problem was and got my boiler working again.