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Stakeholder Engagement

Engaging Our Stakeholders – Working With You

At Wales & West Utilities making sure the needs of our varied stakeholders are central to our business planning, delivery and performance is key to our past, present and future success. Our stakeholders are an integral part of everything we do. By listening, responding and acting on their feedback we can make sure we:

  • Support the diverse communities we serve
  • Promote sustainability in all our operations
  • Develop our workforce for the future
  • Play a key role in our changing market place

Our excellent achievements this year have been made possible by building on existing partnerships and creating new ones to help us succeed in these areas.

Our stakeholders

A vision for better engagement at Wales & West Utilities

By prioritising harder to reach people who are most in need, we are working together to deliver fuel poor connections, raise vital gas safety awareness and provide access to cheaper forms of energy. We know that the energy market is changing, so it's key that we contribute fully to the ongoing discussion around UK energy policy, making sure that we continue to play a key role in a balanced and affordable energy mix for the future. By 2050 we want a low-emission, smart network which is at the centre of transporting secure and affordable energy to smarter homes and businesses. To achieve this, we are committed to focussing on the people, organisations and businesses we work with. We proactively consult with a broad range of stakeholders in appropriate and innovative ways, making sure that they are informed, engaged and empowered to influence our business decisions.

The principles that continue to guide our engagement programme:

  • Transparency – being open and clear about what we're doing
  • Inclusivity – involving all relevant parties
  • Materiality – focussing on what's most relevant and important
  • Responsiveness – reacting quickly and efficiently

We have an ongoing and extensive programme of stakeholder engagement. This includes running working groups, holding events, publishing documents such as newsletters, attending and speaking at conferences and using social media sites like Facebook and Twitter

Themes for engagement

To make sure that we are doing the right things both for our stakeholders and our business, we've carefully matched our engagement themes to our business priorities. Demanding gas safety always

  • Deliver our gas pipe replacement programme
  • Make sure we are prepared for a major incident
  • Reduce risk to the general public from carbon monoxide poisoning

Driving outstanding service

  • Working to keep our customers happy
  • Safeguard the needs of our vulnerable customers who are most in need

Delivering value for money

  • Keep our element of customer bills as low as it can be
  • Drive value through partnerships and innovation
  • Work to address gas theft

Doing all we can to provide a reliable gas supply and promote gas sustainability

  • Support local communities to protect and enhance the environment
  • Reduce network emissions and business carbon footprint

Designing our future

  • Reducing fuel poverty, helping to make gas energy more affordable
  • Improving the skills, capability and culture of our workforce
  • Supporting the Government's Future of Heating strategy, and bringing renewable 'green gas' into the network

How to get involved

We review these themes regularly, because we know that stakeholder needs change over time, as will the environment in which we operate. We really value your opinion and would like you to continue to help us shape our business over the coming years. There are lots of ways you can get in touch and be involved:

  • Become one of our 'critical friends' or get involved with our customer panels
  • Take part in our online surveys
  • Talk to us about partnering with us or pitch an innovation project for funding
  • Be invited to our local community events
  • Receive updates on how we are performing

Please call our engagement team on 02920 278546, email on or join the conversation on Twitter or Facebook.

Visit our company reports page to read stakeholder reports. We look forward to working with you to shape the future of our business.

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