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This privacy disclaimer applies to the Wales & West Utilities website only. Links within this site to other websites are not covered by these guidelines. By accessing and using our website you agree to the terms of this policy. No part of the website stores or collects any identifiable information about site users. To find out more read our cookie policy.

Our Privacy Policy

Wales & West Utilities Ltd of Wales & West House, Spooner Close, Coedkernew, Newport, South Wales, NP10 8FZ ("We" "Us" or "Our") take your privacy seriously. This Privacy Policy explains the steps We take care to make sure that information about you is kept secure and confidential.

Please read this Privacy Policy carefully. If you supply data to Us, use this web site ("Web Site") or Our services available via it you will be deemed to have read and consented to the uses of your personal data set out in this Privacy Policy.

If this Privacy Policy is changed at all then We shall post those changes on this Web Site so that you are always aware of what information We collect, how We process it and who We may share it with.

You must not use Our Web Site or any services available via it if you do not accept this Privacy Policy.

1. Your Details And The Purposes For Which Information Is Used

When you contact Us you will generally need to provide Us with some personal information, such as your name, address, email address, property details, meter point reference number and contact telephone number, in order for Us to deal with the matter.

This personal information and any other information you provide to Us is required in order for Us to provide an efficient gas distribution business. This includes providing gas connection and metering services, such as a new gas supply or alterations to an existing gas supply. We may also need to collect information about you when you contact Us with an enquiry or complaint or in response to a communication or survey from Us, which may inform Us about how you use Our services.

We will always let you have a copy of any personal information We have about you should you request it but will require evidence of your identity. We may require an administration fee of £10 to cover Our costs in providing such information.

If you wish to change any details that you have provided Us with then please contact Us either by email, by phone 0800 912 2999 or by writing to Us, marked for the attention of The Data Protection Officer, Customer Services, Wales & West Utilities Limited, Wales & West House, Spooner Close, Coedkernew, Newport, NP10 8FZ.

We will only use personal information that you supply to Us for the purposes authorised by Our gas transporters licence issued by the Gas and Electricity Markets Authority (Ofgem). Our licence authorises to carry out gas distribution activities within Great Britain; this includes the development, maintenance and operation of our gas network, predominantly presently in Wales and South West England. These activities include the provision of new gas connections to premises and the systems of other gas pipeline operators, network extensions, the provision of the gas emergency service in Wales and South West England. We are also permitted to carry out metering activities. Such activities include the provision, maintenance and replacement of domestic and commercial gas meters, both for ourselves and on behalf of customers, gas suppliers and gas shippers. We are also allowed to carry on certain limited activities outside these areas.

2. Passing On Your Details

We may need to pass on your address, property details and meter point reference number that you have provided to Us to Xoserve Limited, which is the organisation that maintains metering records for the UK gas industry or any company appointed in their place, to enable Us to provide the services requested by you or to gas shippers and gas suppliers on your behalf or with your prior consent. We have legal obligations to supply information to certain governmental and regulatory authorities and so may also be required to pass on your personal information to certain third parties, including Ofgem and Customer Focus.

We may also need to pass the personal information to contractors who supply services to Us, such as auditors, professional advisers and those providing gas connection and metering services. We pass on personal information to these parties in order to comply with Our statutory and contractual obligations, for example under the Gas Act 1986 and to provide services to you. We shall seek only to pass on details that are necessary for those purposes.

We may disclose any of the personal information that We hold about you if required to do so by law or requested to do so by any Governmental or law enforcement agency.

We may pass on your details to other third party gas shippers and gas suppliers. We will not provide them with your name, email or contact numbers except where your own gas supplier or meter provider should be advised of a need to contact you. We pass on your information in this way in order for the companies to provide related gas services to you.

We may from time to time conduct consumer surveys, for example We are obliged by Our regulatory licence to conduct such surveys. We may also canvas interest from potential customers in connection with proposals to extend Our network. If you would rather not receive this information or surveys then please contact Us either by email, by phone 0800 912 2999 or by writing to us at Data Protection Officer, Customer Services, Wales & West Utilities Limited, Wales & West House, Spooner Close, Coedkernew, Newport, NP10 8FZ.

3. Information Retention

We will keep personal information about you no longer than is needed for legal or regulatory reasons. For example, if you enter into an agreement with Us for a new gas connection We would keep the contract for at least six years in order to be able to deal with any issues that might arise on it. Where We issue a quotation to you for services which you do not accept or receive a complaint or enquiry from you about Our services We would keep this for a shorter period sufficient to satisfy Our regulatory or audit requirements.

4. Removing Your Details

If you would like Us to remove your personal details from Our systems then please email Us at:, by phone 0800 912 2999 or write to us at: Data Protection Officer, Customer Services, Wales & West Utilities Limited, Wales & West House, Spooner Close, Coedkernew, Newport, NP10 8FZ. Please note that We will not be able to remove any personal details that We are required to keep by law or regulation or which are needed for the proper operation of our gas and metering activities.

If you have any complaints relating to this Privacy Policy or how We deal with your personal information please contact Us at

5. Security

Keeping information about you secure is very important to Us. Whilst We strive to protect your personal information, no data transmission over the Internet can be guaranteed to be totally secure and therefore We cannot guarantee or warrant the security of any information you send to Us. You send any information via this Web Site at your own risk.

External Sites

We are not responsible for the content of any external websites that we link to. Links to websites from our site does not necessarily imply endorsement of on Our part .We are not responsible for the privacy practices of other websites.
You do not have to request permission to link to our website via hyperlinks. You must however request permission to use any of our content or publicly display our logo.

Legal Disclaimer

Please read this notice carefully before using the website. Your access and use of this website is subject to these conditions and by using and accessing the website you are saying that you agree with them. Wales & West Utilities Limited reserves the right to modify, alter, delete and update at any time the contents of this website. The terms and conditions set out below are governed, construed and subject to the law and jurisdiction of England and Wales.
The information and opinions on this website are for general information purposes, are not intended to constitute legal or other professional advice, and should not be relied upon or treated as a substitute for specific advice relevant to particular circumstances. Wales & West Utilities shall have no responsibility for any loss or damage which may arise from reliance on materials contained on this website including any inadvertent errors or omissions appearing on this site. Any visitor using information contained on this web site does so entirely at their own risk.
Wales & West Utilities Limited does not accept responsibility for the accuracy of any information which may be accessed through this web site to sites provided by other organisations, nor does it accept liability for any loss or damage arising out of such use.

Copyright and Trademark

The trademarks, logos and service marks displayed on this website are owned and registered (where applicable) by Wales & West Utilities Limited or its parent, subsidiary or affiliated companies. No rights or licenses are granted or may be implied by their display upon this website. You may not reproduce, modify or in any way commercially exploit any of the contents of this website unless permitted by us. This includes but is not limited to, distributing any of the content of this website to third parties (including operating a library, archive or similar service).

Standard Terms and Conditions of Purchase

The standard terms and conditions of purchase for Wales & West Utilities can be found here. All purchase orders are issued under the company’s standard terms and conditions unless separate Wales & West Utilities terms have been agreed as a result of a tendering exercise, awarding of framework agreement or otherwise between Wales & West Utilities and the supplier. Where separate Wales & West Utilities terms have been agreed, those terms shall prevail over all other terms and conditions. The supplier’s standard terms and conditions if any shall not apply. Please see our Standard Terms and Conditions below.

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