The North West Gas Alliance is committed to providing the highest levels of customer service before, during and after we have replaced your gas supplies.

We strive to deliver a world class performance both in what we do in the field and the way we deal with your enquiries. We operate in compliance with all Ofgem (Office for Gas and Electric Management) regulations and have developed a clear commitment to you:

  • We will resolve your enquiry or complaint within ten days of receiving it
  • We will complete all excavations at your property within five days of your new gas supply being commissioned
  • We will restore any excavations on your property to a good quality finish, however we cannot 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 four hours.

We will leave a customer feedback card with every customer we engage with. Please take the time to complete this as your feedback will help to improve the way we work and further enhance the service we deliver.

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