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Wales and West Utilities: gas connections & services

Wales & West Utilities logo

Wales and West Utilities operates the gas network across Wales and South West England. The company is determined to keep you safe and warm with its reliable gas network and exceptional customer care. Read on to find out what more this gas distribution company can do for you.


About

Wales and West Utilities provides and manages the network of pipelines that transports gas to homes and businesses across Wales and the South West of England. The company also provides the gas emergency service for the area, responding to over 90,000 gas emergencies annually.

The distribution company launched as part of the Macquarie Group in 2005. In 2012, a consortium controlled by Hong Kong billionaire Li Ka-shing bought the company for £645 million. The company now says it is valued at £1.2 billion.

The pipes in the distribution network extend over 35,000km and carry the gas supply to over 2.5 million properties, thus enabling 7.5 million consumers to heat their homes or offices, cook dinner or take a hot bath.

Gas services

Let’s take a look at some of the services that Wales and West Utilities offers to the people in its gas network area.

Note that the distributor does not install gas meters. You will need to contact your energy supplier (the company you pay your gas bills to) in order to get a gas meter installed.

Get connected

Each year, Wales and West Utilities lays new gas pipes to provide gas connections to over 11,000 homes and businesses. The company also performs around 3,000 network alterations annually.

Below, we break down the steps of getting your home connected to the gas network. If you need to connect a non-domestic property, we recommend calling 0800 912 2999 for assistance.

  1. Check if Wales and West Utilities covers your area.
  2. To see if you live inside the network, use the company’s online postcode checker or contact the customer service department at 0800 912 2999.

  3. Apply to get connected to the gas network.
  4. To apply, we recommend using the Wales & West Utilities Online Quotation Portal. You will need to create an account if you have not yet registered. Once you have submitted your information, the distributor will get back to you with a quote in six to 11 days.

    You must accept the quote and pay for the work in order to proceed. The company will contact you within three days after you have paid to arrange a date to get you connected.

  5. Choose your meter box.
  6. If you want your gas meter to be located outside of your home, you will need to choose a meter box. We recommend that you do not select a semi-concealed meter box since not all meter types (specifically smart meters) can fit inside.

  7. Get connected!
  8. On the day the connection is made, the engineers will arrive for the appointment with the necessary equipment to install your new gas supply. They will work throughout the day to lay the gas pipes and install the meter box.

    You will need to be present at the property when the engineers arrive. If you cannot be there, you should make arrangements for someone over the age of 18 to be there and speak on your behalf.

  9. Choose a gas supplier.
  10. You must now contact a licensed gas supplier to provide the gas supply. It is the supplier’s responsibility to install a gas meter. To get a gas meter, you will need to provide your Meter Point Reference Number (MPRN), which will be given to you once you have accepted the quotation from Wales & West Utilities.

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Not sure which gas supplier to choose?.

One of our energy experts will be able to set you up with the best gas provider in your area.

Gas pipe upgrades

As part of a 30-year pipe replacement programme, Wales and West Utilities is spending £1.4 million a week to replace old metal gas pipes with new plastic ones. The project, which began in 2002, will ensure that residents continue to have access to a safe and reliable gas supply.

If workers are replacing a gas pipe in your area, Wales and West Utilities will need to turn off your gas supply. You will not be able to use any gas appliances until they are confirmed safe for use, which generally takes less than a day.

While you do not need to be at the property for the gas to be turned off, you will need to be present for a gas engineer to turn it back on. The distributor will aim to contact all individuals affected in order to arrange a time that is convenient for you.

Dial before you dig

You should never dig without knowing what is below. You could potentially cause a gas leak, a fire or an explosion if you damage an underground gas pipe.

Before you start digging, you should contact Wales and West Utilities on 0292 027 8912. You will need to give at least 10 working days of notice before you start to dig, so the company can confirm where the gas pipes are located.

Wales and West Utilities may need to arrange a site visit to make sure it is safe for you to dig in the area. The distributor will also provide you with its online mapping service and a copy of its up-to-date gas plans.

You will be charged for any damages you cause to the gas mains while digging. If you cause a gas leak, you should call the Gas Emergency Service immediately on 0800 111 999.

Work at Wales and West Utilities

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Are you interested in working at Wales and West Utilities?

Positions range from gas engineers and service despatchers to customer service representatives and lorry drivers. Apprenticeships are also available for aspiring gas engineers.

Wales and West Utilities says that all of its employees play a “crucial” role in keeping the business moving forward. The company currently employs more than 1,300 workers.

The gas distributor offers competitive benefits to its employees, such as a defined pension scheme and 25 days of annual holiday leave.

You can find current job vacancies on the Wales and West Utilities website by clicking on About us on the homepage and then selecting Join our team from the drop-down menu.

If you are interested in applying for one of the jobs, you should contact the gas distributor by either calling 0292 027 8628 or sending an email to recruitment@wwutilities.co.uk.

Contact Wales and West Utilities

There are a few different ways for you to get in touch with Wales and West Utilities. We break down the best ways for you to contact the energy distributor depending on your query.

Gas emergency

If you smell gas or suspect a gas leak, you should immediately call the National Gas Emergency Service on 0800 111 999.

If you are hearing impaired and have a Textphone or a Minicom, you can contact the emergency service on 0292 027 8707.

Someone will be with you as soon as possible to ensure your safety. In the meantime, you should do the following:

  • Turn off all gas appliance
  • Open windows and doors
  • Do not smoke
  • Do not use any electrical appliances

For general gas enquiries

To speak to a Wales and West Utilities customer service representative, you should call 0800 912 2999. Representative are available Monday to Friday from 8 am to 8 pm and Saturday from 8 am to 2 pm.

You can also contact the customer service department by sending an email to enquiries@wwutilities.co.uk or writing a letter addressed to Wales & West Utilities Limited, Wales & West House, Spooner Close, Celtic Springs Coedkernew, Newport NP10 8FZ.

Residents can also send a message to the distributor on its website. Go to the homepage and select Contact us in the upper right corner. Fill out the form on the left that is titled Send us a message, and then click Submit.

For any inquiries regarding your gas bill, you should contact your energy provider.

To get connected

For gas connections or alterations, call 0800 912 2999. You can also send an email addressed to connections@wwutilities.co.uk or frontdeskrequests@wwutilities.co.uk with details about your issue.

Lines are open Monday to Friday from 8 am to 8 pm and Saturday from 8 am to 2 pm.

Planning to dig?

You should always contact the gas distribution company in your area before you start digging.

Wales and West Utilities advises that you contact its dial-before-you-dig service at least 10 days before you plan to start digging by calling 0292 027 8912.

Make a complaint

To make a complaint to Wales and West Utilities, we recommend you first try calling

0800 294 6645.

The company will investigate your complaint and aim to give you a response within 10 days.

If you are not pleased with how your complaint was handled, you can escalate it to a senior manager, who will then try to find a mutually acceptable solution.

If you are still not satisfied with the response from a senior manager, you can then ask for your complaint to be formally reviewed by a director.

If this review does not result in your favour, you can request a deadlock letter from Wales and West Utilities. With this letter, you can then escalate the complaint to the Energy Ombudsman by calling 0330 440 1624 or sending an email to osenquiries@os-energy.org.

Wales and West Utilities contact phone numbers

Refer to the table below to find the best contact number for you to dial based on your gas query.

Wales and West Utilities contact phone numbers
Department Phone number Opening hours
Gas emergency 0800 111 999 24/7
Customer service 0800 912 2999 Monday to Friday: 8am-8pm, Saturday: 8am-2pm
Gas connection 0800 912 2999 Monday to Friday: 8am-8pm, Saturday: 8am-2pm
Dial before you dig 0292 027 8912 Monday to Friday: 8am-8pm, Saturday: 8am-2pm
Complaints 0800 294 6645 Monday to Friday: 8am-8pm, Saturday: 8am-2pm
Energy Ombudsman 0330 440 1624 Monday to Friday: 8am-8pm, Saturday: 9am-1pm
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