Wales and West Utilities are one of the UK’s four local gas distribution network operators who deliver gas to homes and businesses.
Contact Phone Numbers and Email
General enquiries – call 0800 912 2999 or email [email protected]
Smell gas – 0800 111 999
New connections – call 0800 072 6814 or email [email protected]
Complaints – call 0800 294 6645
Meter point – 0870 608 1524 (operated by Xoserve)
Wales & West Utilities
Wales & West House
Check If Wales and West Utilities is Your Distribution Operator
If you are unsure whether Wales and West Utilities is your gas distribution network operator you can either:
- Call the Meter Point Administration Service on 0870 608 1524 (run by Xoserve)
- Search by postcode on Energy Networks Association website
What Does Wales and West Utilities Do?
Wales and West Utilities are one of four gas distribution network operators in the UK who are responsible for the local gas distribution networks.
Their gas distribution business is responsible for delivering gas from the national gas transmission system, operated by National Grid plc, to customers in their distribution area. This includes maintaining the gas network of 35,000 km of pipes such as repairs, pipe replacements or upgrades, and connecting new properties to the gas network.
Wales and West Utilities serves an area covering 7.5 million customers and delivers gas to 2.5 million meter points. Their gas distribution network covers one-sixth of the UK. Wales and West Utilities are based in Newport in South Wales their gas distribution area covers the rural areas of Wales down to Cornwall as well as many large cities.
History of Wales and West Utilities
The gas industry in the UK prior to 1948 was made up of over a thousand separate private companies and local authority undertakings, but as a result of the Gas Act 1948, these companies were nationalised and merged into 12 regional gas boards.
In 1972 the gas industry was restructured by the Gas Act 1972 where all 12 regional gas boards were merged into one as the British Gas Corporation.
In 1986 the gas industry was privatised as part of the Gas Act 1986 and shares of British Gas were floated on the London stock market. The gas distribution business was separated out from British Gas and named Transco in 1997 and then sold by British Gas in 2000. The gas distribution network at this point was divided into eight regions.
In 2002 Transco merged with National Grid Group who operate the national gas transmission system and the electricity transmission system. In 2005 National Grid plc sold four of the eight gas distribution network areas and renamed their remaining gas distribution business as National Grid plc.
Wales and West Utilities was launched in 2005 as the result of the sale of the gas distribution area to a consortium of businesses led by Macquarie European Infrastructure Fund. In 2012 the Wales and West Utilities was sold to the Li Ka Shing consortium of businesses.
What to Do in the Event of a Gas Leak
If you smell gas or suspect that you have a gas leak you should call the National Gas Emergency Service on 0800 111 999 immediately to report it. You should also do the following:
- Open all doors and windows
- Turn the gas off at the meter
- Do not use electric switches or flames
Other Services Wales and West Utilities Offer
Wales and West Utilities also offers the following services:
- Domestic gas connections
- New gas entry point connections
- Network upgrades and extensions for new developments
- Support for developers and construction services that operate near their assets
- Moving of a gas pipe supply
- Works with Independent Gas Transporters to connect their network to the Northern Gas Networks’ distribution network
- Provide advice on gas leaks and how to protect yourself from carbon monoxide
Priority Services Register
Both the gas distribution network operators and the energy suppliers maintain a Priority Services Register for tracking vulnerable customers who may need additional support.
This register is used by Wales and West Utilities when a gas supply has to be cut off for safety reasons or repairs so that they can provide additional support if needed to these priority customers who may be more adversely affected by having their gas cut off.
If you need to make a complaint to Wales and West Utilities contact:
- Call – 0800 294 6645
- Write – Wales & West Utilities, Wales & West House, Spooner Close, Celtic Springs, Coedkernew, Newport NP10 8FZ
Wales and West Utilities aim to deal with all complaints within 10 working days. If you are not happy with how your complaint is being handled, you can escalate it to a senior manager. If you are still not happy you can escalate it further to one of their directors.
If you are not happy with the outcome or the complaint has not been resolved within eight weeks you can escalate your complaint to the Energy Ombudsman.