COVID-19: An update from the Coal Authority
We will continue to review the products and services that we provide in light of the latest government guidance, in our mission to make a better future for people and the environment in mining areas. We are safely adapting our ways of working, actively listening to and working collaboratively with our customers, suppliers and stakeholders.
Latest update: May 2021
Adapting our ways of working
Following recent government guidance from the English, Welsh and Scottish governments, we continue to deliver our services safely and remotely away from the office. Whilst a lot is still changing in the world, we want you to know that we are here to support you during these fast-moving and challenging times.
Paused price changes now extended until 30 September 2021
We’re committed to continually listening to our customers and providing as much support as we can in response to the current circumstance, which is why we are continuing our pause to price changes on all Coal Authority products and services until 30 September, 2021.
If you would like to speak to us for general advice or about any of our products or services, you can contact a member of our team on 0345 762 6848.
Changes to our licensing services
As we continue to manage the provision of products and services for our customers during COVID-19, we have taken the decision to temporarily suspend new applications for our mine water heat recovery access agreements. Existing applications will continue to be processed however these will no longer be subject to a five week determination period.
The remaining licensing services will continue to be available but will also now no longer be processed subject to a five week determination period.
Access to our Mining Heritage Centre
We recognise that some of our customers were hopeful that we’d be able to reopen access to our Mining Heritage Centre, but in line with current Government lockdown restrictions, this is not currently possible. We will continue to follow Government guidelines and will look to providing access when conditions allow.
In the meantime, we are dealing with requests by enabling a small number of our colleagues to safely access the records under strict control measures. This reduced capacity may impact our response times, but please bear with us as we continue to work hard to offer alternative ways to access our plans and records.
Our customer standards
Some of our service response times may be taking longer than usual owing to current working restrictions, but we remain committed to processing your orders as efficiently as possible. To help you understand our current response times we have provided an update below.
Protecting the public and the environment
Putting the health and safety of the public, our contractors and our people first, we’re working closely with our supply chain partners to ensure we can deliver our essential services safely and in line with government guidance.
We’re working hard to keep people safe and provide peace of mind across mining areas. This includes continuing with our coal mining hazard response service and protecting essential drinking water supplies.
You can report any suspected coal mining hazard to us 24 hours a day, 7 days a week by calling our dedicated hazard line on 0800 288 4242.
We operate a 24/7 tips hotline – 0800 021 9230 – where anyone in Wales can call us for information or to discuss concerns they may have about a tip local to them.
Staying in touch with us
If you would like to speak to a member of our team for any general advice or if you would like to find out more about our products or services, please contact us on 0345 762 6848 or email email@example.com.
To make sure that we are providing the best possible customer service, we will continue to monitor the latest guidelines regarding COVID-19 and provide further updates when necessary.