Wales & West Utilities

Gas Network Upgrades - Caergwrle, March 2023 Salvaged from a 1* to a 3* Review Negatives: 1. Very little by way of notice to gain access to property. I'd be concerned they'd be jumping my garden fence had I not been in/off work. It was purely by coincidence I didn't start work until the afternoon on the day they wanted to start despite being advised two weeks prior that I'd be given a minimum 24hrs notice. 2. Dug up my patio with seemingly little care causing damage and chips to paving. 3. Threw the slabs back down on completion leaving an unsightly mess with gaps, cracks, misaligned, uneven and loose slabs - despite being assured would be put back 'as before' with a 2yr guarantee! Pros: 1. Efficient complaints process. Phone always answered within a few rings with prompt call backs and updates. 2. Work to rectify carried out quickly and to a high standard. 3. Moved my gas meter from inside to outside as part of the upgrade work which I believe would have otherwise cost a small fortune. 4. Didn't block my driveway when carrying out work in the road which I believe has happened to some reviewers. Summary: The seemingly assumed rights of access and lack of care towards other people's property is of significant concern. For every customer like myself I wonder how many are left with damage to property and fearful of complaining (e.g. my elderly neighbour). Although the patio was put back almost as it was, I feel they would save themselves a lot of complaints if their ground workers had a bit more respect for people's property. At no point did I feel this was the case with the exception of the gentleman they sent to rectify the patio. Attached are some of the photos from my complaint and the finished article.
Mar 28th, 2023

I stand here amazed at the positive attitude and helpfulness, combined with the professional ability to listen and react well, that I have encountered in every single department with which I have had to do business inside this non-bureaucratic utility. My need to move my gas meter quite a long way was project managed, from the initial application to the pre payment assessment right through to post payment, scheduling and operational recce, with both aplomb and kindness. I bet this organisation is a good place to work for. It has to be if everyone is as positively tuned in to each other as they were to me.
Mar 14th, 2023

Mar 2nd, 2023

Feb 18th, 2023

We have had ongoing gas work for several weeks on our road in Ilfracombe, Devon. The workmen Mark, Barry, Neil and Jay have been amazing. They have all kept us up to date daily regarding any changes or work being carried out on our property. They are always free to answer any questions. When entering our house all 4 men have been very polite and made time to have conversations with us. They even helped carry in my shopping! They are always full of smiles, very hard working and genuinely nice people. They have been an absolute pleasure having in our street and what we thought might be a stressful experience has turned out to be a very positive experience. So THANK YOU Mark, Barry, Neil and Jay for all ofyour hard word and outstanding customer service skills.
Mar 12th, 2023