GASCONNECTIONS

& SERVICES

FREQUENTLY ASKED CUSTOMER QUESTIONS(GUIDANCE NOTES TO ASSIST IN COMPLETING AN APPLICATION FORM)

Q On my application I have been asked to provide gas loads.Why?

A We need this information to determine the size of pipesrequired. Gas loads can be calculated by a Gas Safe Registered Engineer – www.gassaferegister.co.uk

Q My property is a listed building.Where can my meter box be placed?

A In the first instance, your local council needs to be contacted prior to making an application.

Q The gas pipe needs to cross third party land. What do I need to do?

A WWU can arrange a consent form to be sent out. If it is a large service or a main WWU can arrange for the legal easements to be drawn up.

Q I own a multiple dwelling, can all my meters go in the hallway?

A If it is the only escape route from the building, then meterscannot be installed in the escape route.

Q Can I excavate in the public highway?A No – only organisations holding a Street Works Licence can

excavate in the public highway, but you, the customer, can excavate and reinstate on your own land.

Q I have been asked for a scale plan. Why?A Scale plans are part of our minimum information

requirements for new builds so that we can determine the length of pipes required from the plans.

Q How do I obtain a gas meter?A On acceptance WWU will issue you with a MPRN (Meter

Point Reference Number). This should be given to the gas supplier of your choice. A full list of suppliers can be obtained from OFGEM on 0845 906 0708 or from their website www.ofgem.co.uk

Q Can you reconnect my meter and outlet works?A Yes – provided no more than two metres of pipework is

required for the new position.(Please Note: Restrictions apply to semi-concealed meters). Please contact a Gas Safe Registered Engineer to carry outwork over two metres.

Newport HQ

Colwyn Bay

Caernarfon

Newtown

Haverfordwest Panteg

Evesham

Cheltenham

Bath

Bideford

Exeter

Torquay Plymouth

Redruth

Wrexham

LlandarcyTrefforest Swindon

Bristol

Bridgwater

Cardiff

WWU depots

Wales & West Utilities LimitedRegistered in England and Wales: No. 5046791

WHAT IS WALES & WEST UTILITIES?

Wales & West Utilities (WWU) is a regulated gas distribution business formerly part of NationalGrid Transco. Valued at£1.2 billion and with more than 34,000 km of gas distributionpipelines in its network, WWU was launched on 1st June 2005.With around 1,300 employees, the company’s primary role –undertaken on behalf of ‘gas suppliers’ – is to transport gassafely and efficiently to the gas meters of homes and businessesacross the whole of Wales and the South West of England, fromthe Northern Welsh border to Cornwall. Covering 1/6th of the UKlandmass WWU’s catchment area has a population of 7.4 million.Dealing with gas emergencies is another critical responsibilityfor WWU. It is our people who respond to emergency calls in ourgeographic area by providing a 24-hour 365 days a year serviceto ensure the safety of our customers and consumers.

National Gas Emergency Service – T. 0800 111 999

WWU SERVICES

Customer Service – T. 029 2027 8901

WWU’s Connections business offers a complete service shaped tomeet client needs. From consultancy, design and quotation,through to planning, scheduling and work delivery WWU’sproducts and services can be tailored to match individual clientrequirements, whether they be for a new housing development ornew business park, existing housing or industrial and commercial sites.

WWU’s design team is available to discuss your specific needsand dedicated managers provide a single point of contact for allyour enquiries.

CONNECTIONS

T. 029 2027 8901

For a quotation, please phone Customer Services or visitwww.wwutilities.co.uk

Soon after its launch in June 2005, WWU made the decision tobring its £30 million Connections business (formerly with FulcrumConnections) in-house.

Each year, WWU provides around 16,000 gas connections to newdomestic and industrial customers in its network.

As a Gas Transporter and NOT a shipper/supplier, WWU’sresponsibilities end at the customer’s emergency control valve(ECV). Arrangements for a new meter should therefore be madethrough your preferred gas supplier.

IDENTIFYING THE LOCATION OF GAS MAINS

Dial before you dig (Plant Protection) – T. 029 2027 8912

F. 0845 072 0852

Before beginning works on the public highway or within a site,you are advised to contact WWU’s Plant Protection Team to checkthe location of our apparatus in the area. A scale drawing willbe required showing the location and extent of any proposedworks. If these works are close to WWU’s gas mains, a diversionmay be required. If the works affect a pipe feeding a single property, it will be necessary to apply for an alteration of service. Please allow up to 28 days for a full response to enquiries.

MAINS DIVERSIONS

T. 029 2027 8901

You may find that your development, or work, impacts onWWU’s existing pipes and apparatus. If so, it will be necessary to agree protection measures, or divert the plantto a new location. Contact the Diversions Team for advice.

SERVICE ISOLATIONS

T. 029 2027 8930 F. 0845 072 0850

Where a property is being demolished or a supply is no longerrequired, the existing gas service must be properly isolatedoutside the property before work begins. WWU’s dedicatedService Isolation Team will be able to help you.

IS YOUR AREA SUPPLIED BY GAS?

T. 029 2027 8901

WWU is keen to extend its gas supply network. Where a community does not have a gas supply, WWU will, on request,look at the feasibility of extending its system to thatcommunity. The extension allows for the costs of the projectto be spread over a number of users rather than one individualpaying a large contribution. Please contact WWU’s CustomerService Team for more information on a system extension inyour area.

National Gas Emergency Service – T. 0800 111 999 National Gas Emergency Service – T. 0800 111 999 National Gas Emergency Service – T. 0800 111 999