Gas network achieves pinnacle of customer service

Wales and West Utilities (WWU) has become the first gas network to be certified for accreditation for helping its vulnerable customers.

Gas network achieves pinnacle of customer service

WWU met the requirements of the voluntary British Standard 18477 after a five day audit that involved more than 40 interviews with WWU staff from across the business to ensure its processes and practices were of the “highest standards” in helping and signposting vulnerable customers.

The BSI, who conducted the audit, praised the company for its consistency and collaboration across the business, the clarity of its messaging and the passion of its staff in helping customers.

WWU’s director of business services, Mark Oliver, said the company was “delighted”, adding:
“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.”

The standard has been recognised as something all gas and electricity networks should be working towards.

Heather Nowak, BSI Consultant who audited WWU said: Great customer service matters but few organisations actually deliver above and beyond expectations. WWU are one such company. Their willingness to go that extra mile for their customers is evident from their round-the-clock community engagement, and their dedication has been rewarded with impressive results and business growth.

“They have strategies in place making sure all their colleagues are engaged with the support services the company can provide to the vulnerable in society, while their proactive, partnership working with local organisations means they can prioritise customers who may be at increased risk if the gas supply is disrupted.”


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