Customer Care Team

Our team is always available to help customers from 8.30am until 5pm Monday to Friday either over the phone by calling 01271 312500, in person at our Head Office, or by emailing [email protected].  Outside office hours you can find an array of services available on this website, including reporting repairs, logging ASB, making a general enquiry, or requesting a rent statement by email, to name just a few.

35,270 calls answered

Average of 120 calls a day

When asked how satisfied customers were with our service:

88% said it was easy to get through to us

92% said the agent was friendly and helpful

92% said they understood the explanation to their query

“Very happy with the service I receive”

“Very satisfied with the whole service”    

"Customer Voice" -  Customers have once again been an ongoing help with our customer communications.  They review our letters, leaflets and other communication avenues to make sure everything we send out is clear to all. They have also been working with our Customer Care Team to develop and implement a new Recharge Policy and Procedure.

How customers experience our service

One of our customers was really grateful for our swift response when she rang to advise that she had returned from holiday and had found that her property had been flooded.  We were able to co-ordinate emergency plumbers, electricians and builders in order to make the property safe, as well as helping find alternative accommodation for her to spend the night.

We regularly help customers identify which one of their appliances has tripped their electrics by talking them through some simple steps over the phone. 

If any of our customers are struggling with their mental health, we have contact numbers of services that we can provide in order that they can get the assistance they need.

If you ever smell Gas in your property, please contact Wales & West on 0800 111 999, or call our Customer Care Team who will talk you through what emergency steps you need to take.