Internal Communications Review and implementation for Wales & West Utilities

The client

Wales & West Utilities are the gas distribution company for Wales and South West England serving 7.5 million people. The business employs 1,500 people.

Every year Wales & West Utilities replaces over 400 km of old metal gas mains, provides 15,000 new connections and responds to more than 100,000 gas emergency calls.

The challenge

New Corporate Affairs Manager Jaime Falarczyk joined the business in early 2013 and quickly determined a need to upgrade internal communications.

With the support of her leadership, Jaime asked us to deliver a thorough review of internal communications in Wales & West Utilities. The objective: to recommend a new strategy, infrastructure and plan to ensure that internal communications are a key enabler for the business.

Wales & West Utilities

Our approach

Working alongside Jaime we completed a review of current internal communication strategy, capability and delivery within three months. This included:

  • Structured interviews with senior stakeholders
  • An online survey to gather employee views on communications
  • Workshops with groups of employees at key locations to get underneath the survey data
  • Analysis of existing channels
  • Presentation of findings and recommended actions.

The result

The review identified a number of key areas to improve internal communications including developing a new suite of internal channels, improving connectivity between the leadership of the business and the front-line, and a greater focus on face to face communication.

Following approval by the leadership team we worked with Jaime to implement the key recommendations from the review including the new channels. A quick win was a revamp of the employee publication to address feedback in the review, which has received great feedback.

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Jaime said “The expert support provided by the Talking Your Language Team to deliver the review has been brilliant. I’m delighted that they are continuing to support me in 2014 to implement the key recommendations from the review and drive improvements.”

Find out more about our internal communications reviews.


Speak to Jos on - 07415 504 705


Unit 218, Paintworks, Bath Road, Bristol. BS4 3AQ

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