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Wales & West Utilities has become the first gas network to have been recognised for meeting requirements, in line with British Standard 18477, for its work to help vulnerable customers.

Wales & West Utilities, the gas emergency and pipeline service for Wales and the south west of England, has been certified for accreditation after a five day audit confirmed its processes and practices were of the highest standards in helping and signposting vulnerable customers.

The audit involved interviews with over 40 Wales & West Utilities colleagues whilst processes across all departments, including business operations and customer service, were scrutinised.

The company was praised for its consistency and collaboration across the business, the clarity in messages to customers and the passion shown by its colleagues in wanting to give vulnerable customers the help they need.

BS 18477 is a voluntary standard and one that has been identified as something all gas and electricity companies should be working towards. It is designed specifically to help organisations identify consumers and adapt their services to be inclusive and accessible to everyone. It recognises that all consumers are different with a wide range of needs, abilities and personal circumstances and that these differences can put some consumers in a position of vulnerability or disadvantage during certain transactions and communications.

Wales & West Utilities Director of Business Services, Mark Oliver, said:

“We are delighted to be the first gas network to achieve this standard and be recognised for our work in helping vulnerable customers.

“Vulnerability can be caused by a range of factors including illness or a change in personal circumstances, such as a bereavement or a job loss.   Our colleagues work to identify risk factors, do their best to understand customer circumstances and take the appropriate approach.

“We’re committed to doing all we can to help those most in need in the communities we serve.”

Heather Nowak, BSI Consultant who audited Wales & West Utilities said:

“Great customer service matters but few organisations actually deliver above and beyond expectations. Wales & West Utilities are one such company. Their willingness to go that extra mile for their customers is evident from their round-the-clock community engagement, and their dedication has been rewarded with impressive results and business growth.

“They have strategies in place making sure all their colleagues are engaged with the support services the company can provide to the vulnerable in society, while their proactive, partnership working with local organisations means they can prioritise customers who may be at increased risk if the gas supply is disrupted.

“Wales & West Utilities dedication to vulnerable customers has led to the significant achievement of being the first Gas Distribution Network to have been audited by BSI and approved as compliant with BS 18477 by demonstrating how they identify and meet the needs of customers in vulnerable situations.”

In developing the BS 18477, BSI Group worked with Consumer Focus, Age UK, the Office of Fair Trading and the Trading Standards Institute.

Wales & West Utilities, the gas emergency and pipeline service that serves Wales and the south west of England, puts customers at the heart of the business and is rated by the Institute of Customer Service as the top utility company in the UK for customer service. 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.