Cadent, which describes itself as the UK's largest gas distribution network, issued a gas safety warning on 7 September 2023 after research it commissioned found that almost half of the population would attempt to fix their own gas boilers1. The network said 30 per cent of people are only getting their boilers serviced every two years rather than annually, and almost ten per cent stated they will no longer service their boiler at all1. Over a third of respondents cited cost pressures as the number one reason to attempt DIY servicing or to use someone not correctly qualified1.
Cadent operates the 24-hour, 365-day National Gas Emergency Service across the UK and manages the national gas emergency free phone line on behalf of the gas industry1. It said its network reaches 11 million homes from Cumbria to North London and the Welsh Borders to East Anglia1. The company is owned by a consortium of global investors1.
Dan Edwards, Head of Customer Centre Operations at Cadent, said the findings were not completely unsurprising, noting that many customers delayed maintenance and put off firing up their boilers until the cold snap last year1. He said that if something went wrong and it was found the correct tradesperson had not been used, or a repair had been attempted personally, there could be long term and legal consequences1.
"Our advice is always to use a Gas Safe registered engineer for any gas work on your appliances. Landlords have a legal duty to ensure gas appliances are safety checked annually, and this is the advice we extend to anyone with a gas appliance."
Cadent's guidance states that an annual service by a Gas Safe registered engineer includes checks of all gas appliances in the property, a visual inspection of gas pipework and a tightness test to confirm there are no gas leaks1. It says proof of a boiler service is needed when selling a home, and that landlords must provide an annual Landlord Gas Safety Record1. It also lists warning signs that an appliance may be unsafe and releasing carbon monoxide: a lazy yellow flame instead of a crisp blue flame, error messages, unexpected noises from the boiler, or dark and sooty stains around the appliance1. Frozen boiler condensate pipes, common in winter, can be thawed with water, while low gas pressure, a boiler switching itself off, cold water, leaks and pilot light replacement should be handled by a Gas Safe registered engineer1.
| Finding | Share of respondents |
|---|---|
| Would attempt to fix their own gas boiler | Almost half |
| Service their boiler every two years rather than annually | 30 per cent |
| Will no longer service their boiler at all | Almost ten per cent |
| Cited cost pressures as the main reason for DIY servicing | Over a third |
Why it matters for households
A boiler that is not serviced or is worked on by someone unqualified carries risks that go beyond a breakdown. Carbon monoxide is produced by unsafe appliances and the warning signs Cadent lists are visible ones a householder can check for. Skipping a service also leaves no paperwork: Cadent states proof of a boiler service is required when selling a home, and landlords must hold an annual record1. For a household weighing up where to cut spending, the trade-off is between a smaller annual outlay and the cost, safety and legal exposure of an unserviced or self-repaired appliance. Gas safety in the home and boiler servicing and maintenance set out the wider context.
What happens next
Cadent said it published the guidance ahead of temperatures dropping, and that its Services Beyond the Meter programme helps customers in vulnerable situations with immediate safety issues1. Anyone who smells gas is advised to call the National Gas Emergency Service immediately on 0800 111 999, day or night1. No further dated steps were announced.
Sources2 cited
- Cadent issues safety warning - Cadent Gas Ltd, cadentgas.com
- Cadent issues safety warning - Cadent Gas Ltd, cadentgas.com