Skip to content

Wales & West Utilities maintains standards in helping vulnerable customers

Posted on: 29/01/2020

Wales & West Utilities meet requirements in helping vulnerable customers.

Wales & West Utilities has been recognised for continuing to meet requirements in helping vulnerable customers.

The latest audit has confirmed that the company, which was the first gas network to achieve verification to the British Standard BS 18477 Inclusive Service Provision in 2016, is still meeting the requirements of the standard. 

The gas emergency and pipeline service for Wales and the south west of England has continued to demonstrate its processes and practices have met the requirements of the standard for vulnerable customers.

BS 18477 is identified by Ofgem as a standard that all gas and electricity companies should be working towards. It has been designed specifically to help organisations identify the individual needs of 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.

We’re working hard to support those most in need and are delighted to maintain verification to the BS 18477 standard.

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 reaching the most vulnerable people in society and do all we can to help them gain access to better support.

Wales & West Utilities Director of Business Services, Mark Oliver

BSI’s independent verification process proves that Wales & West Utilities is meeting the challenge of supporting customers in vulnerable circumstances.

The verification process required an independent assessment by BSI, including a rigorous on-site audit, to demonstrate that Wales & West Utilities has the required processes for identifying and responding to consumer vulnerability. The outputs of these processes are also tested to ensure they are working in practice.

Clients who have undergone the process have found the assessments not only added value to their organization, but it also gives confidence to customers and stakeholders in their all-inclusive service provision.

UK Operations Manager – System Assessment at BSI, Heather Nowak 

Wales & West Utilities, the gas emergency and pipeline service, brings energy to 7.5m people across the south west of England and Wales. 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 make sure homes and businesses continue to receive a safe and reliable gas supply now and in the future.