Customer case study · Renewable energy & wind farm operations
Connected sites.
Informed communities.
A voice, day and night.
Supporting RWE with 24/7 live crisis call handling, media enquiries and community information across approximately 10 UK wind farm sites.
The customer
Renewable energy expertise.
UK infrastructure.
Local relationships.
Discover RWE in the UK ↗RWE is a global energy company and a major developer and operator of renewable energy infrastructure. Its UK activities include onshore and offshore wind, alongside a wider portfolio of energy technologies.
The company has more than two decades of experience in UK offshore wind. Its history includes installing the first offshore turbines at Blyth in 2000 and commissioning North Hoyle, the UK’s first commercial-scale offshore wind farm, in 2004.
Developing and operating energy infrastructure also means working with the communities around it. Local residents, landowners, stakeholders and journalists may need information about construction, site activities or an unexpected incident.
Reliable communication helps connect those enquiries with the people responsible for the relevant project. Clear information and an appropriate route for urgent concerns matter throughout the life of a wind farm.
Wind farm development
Construction activity.
Community questions.
Planned works, weekend activity and potential disruption can generate enquiries from people living or working nearby.
Operational sites
Local concerns.
The right site contact.
Each location has its own information, responsible personnel and procedures for managing routine and urgent reports.
The trusted partnership
A professional first response.
A clear route to the
right people.
Norango provides 24/7 live call handling for approximately 10 RWE wind farm sites across the UK.
Trained live receptionists handle community enquiries, media requests and crisis-related calls. They identify the relevant site, communicate RWE-approved information and follow the appropriate instructions for onward contact.
The operational challenge
A community question.
A press enquiry.
A concern that needs attention.
Across multiple wind farm locations, calls can range from routine construction questions to reports of potentially serious hazards. Residents, landowners and journalists may all need a professional point of contact outside normal office hours.
Reports might involve exposed or damaged cables, risks to livestock or hazardous conditions on or near a site. Other callers simply need approved information about planned activity or weekend working.
RWE needed dependable round-the-clock support that could distinguish the nature of each enquiry, identify the relevant wind farm and follow the correct communication or escalation process.
Incident reports.
Essential details gathered.
Receptionists receive reports of damaged or exposed cables, potential hazards affecting livestock, dangerous site conditions and other safety concerns. They record essential information, identify the wind farm and assess the enquiry against RWE’s agreed escalation procedures.
Urgent concerns.
Site contacts notified.
Where urgent action is required, the appropriate site contact or designated on-call personnel can be notified. Situations involving immediate danger to life are directed to the appropriate emergency services.
Press enquiries.
Approved communications.
Norango captures relevant details from journalists and media organisations and directs requests to the appropriate communications personnel. Receptionists communicate information only where RWE has supplied and approved it, in accordance with the agreed instructions.
Community questions.
Relevant public information.
Local residents, landowners and stakeholders can ask about planned construction, extended working periods, access arrangements, potential disruption and public notices. The live team uses RWE-supplied information and captures concerns requiring further investigation.
Busy construction periods.
A consistent point of contact.
When significant work is scheduled, including over weekends, RWE can supply information in advance. Norango explains the approved plans, records concerns and directs enquiries needing additional attention to the appropriate project contacts.
Multiple sites.
Individual instructions.
Each of the approximately 10 supported wind farm sites may have different contacts, operational requirements and escalation procedures. Receptionists identify the location before following the relevant site-specific instructions.
Listen carefully. Identify the site.
Share approved information. Escalate appropriately.
Establish whether the caller has a question, media request or incident report.
Confirm the wind farm and consult its relevant instructions.
Provide approved information where available and record the enquiry.
Follow the agreed route to site, on-call or communications personnel when required.
The value for RWE
Accessible information.
Consistent communication.
Reliable onward contact.
24/7 live availability
A professional first point of contact is available day and night, including weekends and bank holidays.
Support across multiple sites
Approximately 10 UK wind farm locations are supported with their individual instructions and contacts.
Urgent incident escalation
Potentially serious reports follow agreed procedures to the appropriate site or on-call personnel.
Professional media handling
Press enquiries are captured and routed according to RWE’s communications procedures.
Approved community updates
Callers can receive supplied information about planned works, site activity and potential disruption.
Reduced pressure on project teams
Norango handles routine questions and increased enquiry volumes during construction or periods of public interest.
A consistent communication channel connects communities, stakeholders and site personnel around the clock.
The outcome
A dependable voice.
A site-aware response.
A trusted connection.
RWE benefits from a live communications partner supporting multiple UK wind farm sites, combining crisis call handling, media enquiry management and community information.
Norango’s receptionists provide a professional first response, communicate approved updates and coordinate onward contact in accordance with each site’s procedures.
The partnership demonstrates the value of clear communication in complex renewable energy operations: helping communities access information, ensuring concerns are recorded and directing urgent matters to the appropriate people.
Community support. Reliable escalation. 24/7.
Give every site
a dependable voice.
Talk to Norango about live community call handling, media enquiry routing and incident escalation for your organisation.
Service details and approximate site coverage are based on the supplied RWE customer case study. Company background: RWE in the UK and RWE’s offshore wind experience. Logo and photography: RWE. Published 12 November 2026.