CET Reviews 4,369

I had a failed engineer visit on the 23rd Dec which left me with no heating or hot water untill the New Year .
I spoke to several staff members who all told me a pack of lies to get me off the phone.
Eventually spoke to a "Senior Manager" who promosed me he would review my case and give me some answers .Again this never happened .This company & its staff are a disgrace.

Brilliant service, arrived within an hour and a half of reporting a problem and they resolved the issue quickly.
The operative Jack was fantastic

Good prompt service and rectified the problem

Reference: HE‑1170485

This has been one of the most incompetent service experiences I’ve ever dealt with. Ten days without hot water, three different tradespeople, three wasted visits, 150+ miles of petrol burned, and four days of my time lost waiting around for people who either didn’t show up or weren’t told the full story.

One contractor even phoned in sick — but nobody bothered to tell me, so that was another full day wasted.

The only way I know what is happening is because I have to call in for updates - if I waited for them to keep me in the loop then I’d never get any work done.

And after all that, the company refuses to replace a faulty £50 part. Ten days later, the final outcome is… nothing. No repair, no solution, no ownership. Truly laughable.

Brilliant service

The gentleman that came was very professional, extremely helpful and located the leak and fixed it quickly and efficiently with very little damage and the upmost care of my property.

Whole experience very fast and easy, with the engineer quickly isolating the issue and, most importantly, giving some helpful advice on the solution.

Great service as always. Ray the engineer was brilliant. Professional, efficient, reassuring. Couldn’t recommend him highly enough

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.