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Working to keep Welsh communities safe

Posted on: 23/10/2020

Our engineers continue to work hard to keep people safe and warm at home during the Covid-19 pandemic and now the Welsh Government’s ‘fire break’ is in place, we will be making changes to our operations to further protect and keep customers and colleagues safe.

The gas emergency service will continue to operate as usual, so if you do smell gas, or suspect the presence of carbon monoxide, you are urged to call 0800 111 999 straight away. Our engineers will be there to help any time of the day or night – and will take extra precautions to keep everyone safe.

Our gas pipe upgrade work will also continue. This is essential to keep the gas flowing to homes and businesses safely – particularly important as we enter the winter period. If engineers need to enter your home, they will wash their hands with soap and water, wear face coverings and eye protection, and may ask anyone else in the house to stand in another room while they work.

If you are expecting a new gas connection, and we can do that without entering your home, we will still do this work and our engineers will socially distance while they are working. However, if we need to enter your home to do the work required, we will contact you directly to rearrange for after the ‘fire break’

Communities right across Wales have been understanding of the work we do to make sure people are kept safe and warm, and we really appreciate the support of local people at this challenging time.

We want to remind people that if they do smell gas, or suspect the presence of carbon monoxide, to call 0800 111 999 straight away – we are the gas emergency service and our services to customers are not affected by the ‘fire break’.

A gas engineer will still come and help but we’ll continue to take additional precautions before visiting to keep us all safe. You’ll be asked if you, or anyone in your household, is experiencing coronavirus symptoms or self-isolating.

And when we are working in the road, or in local homes and businesses, our engineers will all be following clear guidelines to keep themselves and our customers safe.

Rob Long, Wales & West Utilities Chief Operating Officer

Wales & West Utilities is also urging people who are over 60, live with a child under five, or live with a chronic health condition to consider joining the Priority Service Register (PSR). Joining the PSR is simple and allows energy companies to look after those people who need extra support. You can find out more and sign up at

Wales & West Utilities, the gas emergency and pipeline service, brings energy to 7.5m people across the south west of England and Wales. If you smell gas, or suspect the presence of carbon monoxide, call us on 0800 111 999 straight away, and our engineers will be there to help any time of day or night. Before visiting, we'll ask you to let us know if you or anyone in your household, is experiencing Coronavirus symptoms or self-isolating. We'll still come and help you: but our teams will take some additional precautions to keep us all safe.