Skip to content

Wales & West Utilities sets the standard for its assistance to vulnerable customers

Posted on: 29/01/2019

Wales & West Utilities has, once again, been verified by the BSI (British Standards Institution) in achieving verification for the outstanding support it provides to vulnerable customers.

The company, which brings energy to 7.5 million people across Wales and the south west of England, has been re-audited and it has been confirmed that it’s achieving the BS 18477 which recognises the range of support Wales & West Utilities offers to help those customers most in need.

Wales & West Utilities, currently the only gas network to be certified against the standard, provides a comprehensive service for identifying and responding to vulnerable customers.

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 that this audit has confirmed that we are still achieving the standard.  This accomplishment, which is regarded by many as the gold standard for helping vulnerable customers, is testament to the huge amount of work we undertake to make sure we have the right measures in place to help our vulnerable customers.

“We are committed to leading the industry in providing excellent customer service and this compliance to the standard recognises our hard work and continuous improvement to support our customers most in need.”

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

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. 

The company also has a multi-million pound, 30-year gas pipe investment programme which began in 2002. Old metal pipes within 30 metres of buildings are being replaced with 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.