Gas emergency and pipeline service Wales & West Utilities have launched a Customer Service Charter which outlines its dedication to delivering outstanding levels of customer service to the 7.5m people it serves.

In launching the charter the company, which manages and maintains the gas distribution network and delivers the National Gas Emergency Service across Wales and south west of England, sets out how it will go above and beyond to keep its customers safe and warm, with a gas supply they can rely on and a level of service they trust.

It outlines how Wales & West Utilities will respond to enquiries and complaints and how the company’s skilled engineers who respond to gas leaks, lay new gas supply pipes and work on the company’s £1.4m a week gas network investment programme, will conduct themselves when they have to visit customers’ homes, as well as setting out the extra support that the company can provide to help customers in vulnerable situations.

For more information on the Charter click here

Wales & West Utilities Chief Executive, Graham Edwards, said:

“We’re really proud to be launching our Customer Charter. It’s our ambition to deliver outstanding levels of gas safety, reliability and customer service so we remain trusted and valued by the millions of people we serve every day.

“As a values-driven company, we always put our customers first. How we do things is just as important as what we do and our Customer Charter clearly sets out what our customers can expect from us in all situations.” 

Wales & West Utilities was 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.

The company is also 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, 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 replaced with 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.