Gas emergency and pipeline service Wales & West Utilities has unveiled its latest customer service innovation – a customer support vehicle.

It will help customers on the rare occasions their gas supplies are interrupted and has been developed taking into account Wales & West Utilities experience at dealing with unforeseeable incidents, where customers are temporarily left without gas supplies.

 L-R Richard Jones - Gas Emergency Service Manager for South Wales, Claire Edwards - Customer Experience Manager,
Gemma Kennedy - Customer Experience Advisor and Rob Downes - Operational Manager, Cardiff and the Valleys

Claire Edwards, Wales & West Utilities Customer Experience Manager said:

“Our underground gas network is safe, secure and resilient, even in the worst of weather. But sometimes, issues outside our control – like third party damage to our network, can temporarily interrupt gas supplies to communities.

“Our customer support vehicle will help us make sure that on the rare occasion this happens, local people, particularly the most vulnerable in the community, have somewhere to get all the help and information they need.

“And while customers gas supplies will be interrupted without notice on average once in 40 years, it’s only right that we prepare for that eventuality – to give our customers peace of mind that their needs are at the heart of everything we do.”

The vehicle, which will travel into the heart of communities, includes a table and comfortable seats, a toilet and a kitchen which contains hot water and microwave facilities. It is intended to be the first port of call for customers on the rare occasions gas supplies are interrupted.

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 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.