Gas emergency and pipeline service Wales & West Utilities have put the spotlight on customer service at their annual Customer Conference. 

More than 100 colleagues from across Wales and south west England gathered in Bristol recently to share best practice on customer service, including on what support measures the company has in place to keep the most vulnerable in communities safe and warm.

They also discussed the plans the company are putting in place to improve the customer experience in RIIO2, the next price control for the companies that run the gas and electricity and distribution networks. 

Wales & West Utilities Director of Business Services, Mark Oliver, said:

“Delivering outstanding levels of safety, reliability and service continues to be our ambition as a business. We have industry leading levels of customer service but we’re not going to be complacent – we know there is always more we can do to make sure all our customers receive the best service possible.

"Sharing best practice amongst colleagues at events like our annual Customer Conference, alongside the involvement over 21,000 customers from right across Wales and south west England in co-creating our RIIO-GD2 business plan, will help us maintain our customer-focussed culture and deliver what communities across Wales and south west England want and need – energy that is safe and reliable, affordable and green.”

Wales & West Utilities has been accredited by the Institute of Customer Service (ICS) as achieving its ServiceMark with Distinction as the company has successfully demonstrated meeting the demanding national customer service standard.

The company was also the first gas network to have been recognised for meeting requirements, in line with British Standard 18477, for its work to help vulnerable customers.


Wales & West Utilities, the gas emergency and pipeline service, takes pride in serving Wales and the south west of England. If anyone smells gas, thinks they have a gas leak, or suspects carbon monoxide poisoning, they should call us on 0800 111 999 and our engineers will be there to help, day or night. 

The company also has a multi-million pound, 30-year gas pipe investment programme which began in 2002. Old metal pipes within 30 metres of buildings are being upgraded to new long-lasting plastic pipes with a lifespan of more than 80 years, to make sure homes and businesses continue to receive a safe and reliable gas supply now and in the future.