Brentford Couple Go Over 80 Days Without Heating

Allegations made of smoking on site in dispute with Cadent

Vytas and Valentina Lysenko say Cadent's proposed solution would have damaged their kitchen

January 8, 2026

A Brentford couple have entered the New Year without heating or hot water after more than 80 days without a gas supply, following a dispute with Cadent Gas over essential mains replacement work. Valentina and Vytas Lysenko say they have been left living in a cold, damp home throughout the winter, while Cadent maintains that it cannot safely reconnect the property until the residents agree to a compliant installation route for new pipework and a relocated gas meter.

The supply to the property was disconnected on 8 October 2025 as part of planned mains replacement in the area. Since then, the couple say they have been unable to bathe, shower, or carry out basic household tasks without hot water. They have relied on electric fan heaters to warm their home, but describe the property as “perpetually cold and damp” during one of the coldest periods of the year.

According to the residents, the dispute centres on Cadent’s proposal to install new pipework in a way they believe would damage their recently refurbished kitchen. They say the company declined to guarantee a like-for-like repair, despite independent estimates suggesting that restoring the kitchen and removing redundant pipework would cost more than £3,000. Cadent offered a £500 goodwill payment, which the couple describe as insufficient to cover the necessary work.

With negotiations stalled, the residents escalated their case to the Energy Ombudsman. However, they have been told the process will be lengthy, leaving them without a clear timeline for when — or if — their gas supply will be restored.

The couple also raised concerns about safety after capturing video footage of a Cadent worker smoking while working on the live gas supply outside the property on 14 October. They say the incident has further undermined their confidence in the company’s handling of the situation.

“The customer would not agree to any of these free options,” the spokesperson said. “Until a safe and compliant route for the new gas pipes and meter are agreed, we are not able to switch the gas supply back on.”

Cadent said the £3,500 estimate obtained by the residents included work outside the company’s remit, including the removal of redundant pipes and kitchen repairs. The company reiterated that it had offered a £500 goodwill payment should the residents choose to pursue this additional work independently, but said it would not cover the full cost.

“We have continued to discuss options with the residents,” the spokesperson added. “We have reopened the case, but unless the customer agrees on a safe and compliant option, compliant with HSE regulations, we are unable to safely restore their gas supply.”

Cadent's claim that the case remains open is disputed by the couple. They were sent a letter on 25 November in which Cadent said that the end of its complaints process had been reached and that it was officially closing the case. Since then, nothing further has been heard from the company. Any progress after this point has been made by escalating the matter to the Energy Ombudsman and seeking help from Ruth Cadbury MP and Hounslow Council's Head of Housing Standards.

On the allegation of smoking on site, Cadent said the behaviour would be investigated and that appropriate action would be taken. “We expect our staff and contractors to work safely at all times and not to be smoking whilst working near live gas pipes,” the spokesperson said.

The company says it would ask anyone noticing inappropriate behaviour of its staff or contractors whilst on a gas site, to report it immediately, to the site manager or directly to Cadent.