Supporting vulnerable customers

Putting customers at the heart of everything is crucial for Wales & West Utilities, including supporting those in vulnerable situations.

We have a dedicated team who provide support to those who are most in need and have several support measures which include:

  • Alternative cooking, heating and hot water facilities: Fan heaters, hotplates, oil-filled radiators, microwaves, heated seat covers, keep-warm packs, hot water urns, portable electric showers, waterless shampoo and electric blankets
  • Access to hot food through our Hardship Fund and food vouchers
  • Locking Cooker Valve installations for those living with dementia
  • Priority Service Register sign ups
  • Alternative communication methods such as large print, audio, or braille
  • Financial assistance with alterations to gas supplies
  • Keeping family members, friends and neighbours updated, as well as third-party organisations such as Housing Associations or Social Services
  • Prioritising getting the gas back on following our works, including mains replacement, connections and emergency services

More than ever this year, we’re finding customers in need of our support, those on the priority services register and those who aren’t, whether that be the usual day to day support we provide to keep our customers safe and warm while we carry out our works, referral to our partners who can provide additional support or because of the effect the cost-of-living crisis is having.

Additionally, we work with trusted organisations to deliver additional support which goes above and beyond our licence conditions as a gas network. The Vulnerability and Carbon Monoxide Allowance (VCMA) enables us to co-create projects focussing on vulnerability and carbon monoxide (CO) initiatives relating to energy safeguarding and raising awareness of the dangers of CO with partners across our network and the UK by working in collaboration with the other gas networks.

Over the last two years, we have invested £3 million, directly supported more than 50,000 households, and issued more than 9,000 CO alarms. Through our partners' advocacy support, we have seen savings of over £5 million for our customers. We work with partners such as Care & Repair, Citizens Advice, Kidney Care UK, National Energy Action and Marie Curie.

The VCMA allows us to go further and build upon our proud track record of supporting customers and providing inclusive services. The partnerships we have developed with organisations and our fellow gas networks are already making huge differences to those struggling to pay their bills, increasing energy efficiency, and ensuring customers are safe in their homes and no longer at risk of carbon monoxide effects. We are passionate about our vital role, and as a responsible business, we will be focused on growing our partnerships, skills and reach to make a difference to those who need it.

For more information on ways we can support, please visit Safe & Warm (


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