Our 5 Customer Commitments

Our 5 Customer Commitments will enhance customer perception, deliver high quality customer service,
and ensure a positive customer experience:

  • WE WILL always provide our customers with full access to their properties.
  • WE WILL ensure our customers’ gas supply is commissioned on the date agreed and no customer will be left without gas overnight.
  • WE WILL complete all reinstatement activities and remove signing, lighting and guarding from site as quickly as possible.
  • WE WILL remove all excavated material from site and ensure our sites are always kept tidy and safe.
  • WE WILL ensure our customers are always kept fully informed throughout the duration of our works.

The Extra Mile For A Customer Smile

Our customers are our future. As a responsible utility contractor, it is our mission (and our pleasure) to go the extra mile for these communities, and to champion customer satisfaction as an everyday part of the KLT approach.

We have a dynamic team of talented professionals at KLT. Every one of them works hard to keep our customers and communities happy and to move the work forward in a progressive way. Our customer services team provides daily support to everyone who needs it: our clients, our clients’ customers and members of the public who are affected by our works. Ask them anything, at any time – they are happy to help.

No one likes disruption, and that is why the touchpoints start before our engineers arrive in the street. You will see us knocking on doors, explaining what is going to happen and what we will be doing to keep the energy flowing and the local community safe. If no one is home, we leave a detailed letter that includes a contact number for every stage.

For vulnerable customers, we are pleased to provide alternative heating and cooking facilities if the work overruns. We will also ensure they are reconnected as early as possible.

Once our works are complete, we may ask for feedback about your experiences. We evaluate everything our clients and customers say to us and hold ourselves accountable for continuous improvement. We are here for the long term, building trusting relationships where everyone wins.

klt satisfaction survey

Have Something To Say?

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

“The job has been executed to a very high standard, and considering the scale of the work, with minimal disruption to the residents.”

A. Hutchinson, Woking

“The workmen are always smiling and they have been happy to answer my questions. A credit to your company.”

R. Earland, Wimbledon
“We have found the guys in your gas repair team courteous and helpful.”
Totty, Shepperton

“Your workmen were friendly, thoughtful and extremely tidy whilst carrying out these major works.”

Mrs King, Teddington
“Thanks for making my experience with the gas company such a good one.”
Wood, Kent

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

Sue, Epsom

Our Accreditations