We are currently experiencing issues with our online payment portal. If you are having difficulties using the portal, please contact our team on 02920 278991 to make a payment over the phone. 

Thank you for your patience while we work to resolve the issue as soon as possible. 

Close alert panel

A partnership between Wales & West Utilities and Devon & Somerset Fire & Rescue Service is helping to raise awareness of the support that people can receive.

Wales & West Utilities, the gas emergency and pipeline service across East Somerset, has strengthened its links with the local fire service and now, working in partnership, they are working to raise awareness of the support that they can provide to local residents.

As part of its ‘Safe and Well’ visits, Devon & Somerset Fire & Rescue Service will be distributing carbon monoxide alarms and information on how to keep yourself and your family safe from the ‘silent killer’. The fire service will also be able to give the people it visits information on other schemes Wales & West Utilities runs to help those most in need, including signing people up to the Priority Services Register – through which they can receive extra support from their energy suppliers.


Community Safety Officer, Mike Toop from Devon & Somerset Fire & Rescue Service said:

We are really pleased to be working in partnership with Wales & West Utilities. It has proved of great benefit to the most vulnerable people in our community ensuring their homes are safer.

Carbon monoxide is potentially fatal and even low-levels of the poison can cause lasting damage to your health – it’s vital to have aworking carbon monoxide detector. The symptoms of carbon monoxide poisoning are similar to having the ‘flu’ which can include nausea, dizziness, tiredness, headaches, stomach pains and chest pains.”

Sarah Hopkins, People & Engagement Director at Wales & West Utilities said:

“As a values-based business we’re keen to work with partners that share our way of doing things and our priorities of customer service and safety, so we’re delighted to be working with Devon & Somerset Fire & Rescue Service. We recently met the exacting British Standard 18477 for our work in supporting customers in the most vulnerable situations but there is always more we can do, and partnerships like this one are a key way we can help deliver for those who need support right across the communities we serve.”

You can find out more about the way Wales & West Utilities supports those most in need at

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

Wales & West Utilities was also recently re-accredited by the Institute of Customer Service (ICS) as achieving its ServiceMark with Distinction. The company has successfully demonstrated meeting the demanding national customer service standard, scoring considerably higher than the utility sector benchmark and more than sector leading companies like Amazon and John Lewis.

Wales & West Utilities has a team of more than 1000 trained and experienced engineers to help serve the 7.5m people across the south west of England and Wales that rely on its gas emergency and pipeline services. 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. 

Our team is also working on 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.