Our customers are at the heart of everything we do

We know that our and our client’s customers are our future and our key to the success of our businesses, we ensure that we provide the perfect service with excellent communication throughout of processes.

Our customer team is led by Jade Murray, senior customer liaison advisor, Jade and her team will provide daily support to our projects for our customers and those affected by our works and will do their utmost to ensure you have the perfect experience during our work.

We follow a customer focused process which begins before our engineers arrive in your street, your see us knocking on doors to begin our explanation of the works and to answer any questions you may have at this time. If our customers aren’t home at this point we will leave a detailed letter of our process that includes contact number for every stage.

You will see lots of different faces during our works, all of which are happy to help and support our customer experience. We work closely with our clients to ensure a 10/10 service is provided throughout our works.

Vulnerable customers will be provided with alternative heating and cooking appliances if the work overruns. We will also ensure they are re-connected as early as possible. We understand our works can be quite a daunting experience but we are here to support you throughout and explain every step to ensure it runs smoothly.

Once our works are complete we carry out follow up visits to ask about your experience and explain our customer survey that you may receive in the post. All our teams are incentivised on outstanding customer care.

SGN planned work questionnaire

Our customers are at the heart of everything we do and we believe in building relationships with every one of them to understand their needs.


If you have any feedback regarding our customer care, we would love to hear from you, please contact us on:

We value all feedback positive and negative and we see enquiries as a live feed and aid for continual improvements and help us strive towards customer excellence.

Our reinstators and management carry I.D cards for the gas network that they are working on, it is your prerogative to ask to see this, please do not let anyone access your property unless they can show you an in date, relevant I.D card and then call the number on the card to verify the user.

“Thanks for making my experience with the Gas company such a good one.”

G. Wood, Kent

“I was so happy with the service I received.”

Sue, Epsom

“We have found the guys in this gas repair team courteous and helpful. It must be a difficult job for them working in this heat and sometimes heavy rain. It has not always been easy for us to park in the road but the team have done their best to accommodate us.”

A. Totty, Shepperton

“Just a quick e-mail to say thanks to all the KLT team for their excellent work in Boughton Hall Avenue. The job has been executed to a very high standard, and considering the scale of the work, with minimal disruption to the residents. The team has been excellent – very happy to explain their work and to go into the technical aspects of the job. Our own newly paviour-blocked drive had to be excavated to secure a connection to the main for a neighbour and the re-instatement has been “invisible”. Similarly, all through the Avenue the team has used good quality turf for re-instatement in the grass verge, and the only excavation into the road surface itself has also “disappeared”.

A. Hutchinson, Woking

“I’m a resident in  Teddington were your workmen are doing the gasworks at the moment. I wanted to email you to say how impressed I’ve been by them. They are friendly, thoughtful and extremely tidy whilst carrying out these major works.”

Mrs King, Teddington

“Your company has been undertaking work in our road and I wanted to say that Aaron and Craig have been delightful. Friendly, polite, communicative – and event went to the trouble of trying to alert neighbours to the fact that our front door had been left wide open!! Impressive!”

R. Moore, Wimbledon

“I hope that you have an employee/s for the month award and would like to nominate Aaron and Craig who have been working in Wimbledon for the last few weeks. Always smiling they have been happy to answer questions and explain what was happening and what they were doing. I would also say that they have tried to sweep the area clean at the end of the day. A credit to your company.”

R. Earland, Wimbledon

Our Accreditations