NWGA Customer Commitments
The North West Gas Alliance are committed to providing the highest levels of customer service at all time and have developed a clear commitment to you.
We strive to deliver world class performance both in what we do in the field and the way we deal with your enquiries.
In order to deliver the service you deserve we employ nearly 1000 individuals in the Alliance, Their goals are to deliver an excellence of service before, during and after we have replaced your Gas Supplies.
All of our Field Operatives have been trained to offer the highest levels of support to you whilst we replace the North West Gas Network.
Our Customer Team can be contacted on 0161 703 1000 / 1010 (8-5pm Monday-Friday) and out of hours are available on 0800 121 4444
Alternatively you can ask us a question via our Contact Us page on this site
We operate in compliance with all Ofgem guaranteed standards of service. (OFGEM – Office For Gas and Electric Management regulation).
We will resolve your enquiry or complaint with D + 5 days (D is the date your complaint / enquiry is received)
We will complete all excavations on your property within D + 10 days (D is the date your new gas supply is commissioned.)
We will restore any excavations on your property to a good quality high standard of finish. We will not guarantee an exact match due to the bespoke nature of these materials.
If you are a vulnerable customer we will offer to supply heating and cooking appliances if your gas supply is interrupted for more than 4 hours.
Customer satisfaction is a key measure for the NWGA. We consider our customers well being as paramount and a top priority for all Alliance personal.
Each customer we engage with is left a customer feed back card – please take the time to complete this, we will use your feed back to improve our activities to deliver improves customer performance.
National Grid (Advent) customer satisfaction survey is a national barometer of how each area gas utility network is performing against its agreed customer standards.
The North West Gas Alliance replaces over 460km of Gas mains every year. We operate throughout the North West Area and predominately in Larger Cities and Towns.
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