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Wales & West Utilities Case Study

Wales & West Utilities is the company that look after the pipes that keep the gas flowing to heat the homes and power businesses of 7.5m people across Wales and south west England. It operates the gas emergency service, connect new homes and businesses, and upgrade the gas network so it’s safe today and fit for the future.

The company is also committed to playing its part in getting to Net Zero carbon emissions by 2050. 30 power stations connected to its network support renewables like wind and solar power while 19 green gas sites inject enough decarbonised green gas to power 130,000 homes.

In 2018, Wales & West Utilities received 23,000 search enquiries, with the average response time being five days. After introducing LSBUD in 2019, it received more than 500,000 enquiries, and the average response time was down to less than two minutes.

Wales and West Case Study

“Our customers now have access to information about our network 24 hours a day, all year around. The portal helps customers with simple enquiries to self-serve, while our experienced team focus on more complex and challenging enquiries like high pressure pipelines.”

“With LSBUD’s support, we have been able to give more customers better information. 7.5m people rely on our network every day, and improving the information provided not only improves the customer experience, it also keeps our network safer”

Stephen Davies, Plant Protection Network Officer at Wales & West Utilities