Frequently Asked Questions | Wales & West Utilities

Here is a list of our Frequently Asked Questions.

If you can't find the answer to your question here please ring our Customer Services team on 0800 912 2999

Category: Gas

What do I do if I smell gas?

If you smell gas call the 24 hour gas emergency service on freephone 0800 111 999 (Mini com 0800 371 787) immediately. Read more gas safety advice.
What do I do if my gas supply has been unexpectedly interrupted?

If you are experiencing a loss of gas supply, call Freephone 0800 111 999 (mini com 0800 371 787) immediately.
I have a live service, but need the Meter Point Reference Number (MPRN) to arrange for my gas meter to be fitted. How do I go about getting one?

If you have recently had a new gas supply installed, please call our Customer Services team on 0800 912 29 99. If it is an existing service, please call the Meter Point Reference Number enquiry line on 0870 608 1524 (operated by Xoserve).
How do I make a complaint?

You can speak to our complaints team on Freephone 0800 294 6645 or see more information on making a complaint.
My meter box is damaged, how do I get a replacement?

The domestic meter box is part of the fabric of the property, and is the responsibility of the home owner or occupier. We’ll provide replacement hinge pins, locks and keys free of charge, but all other work to repair or replace the meter box is chargeable. You can speak with our customer services team on 0800 912 2999 who’ll be able to help.