Dwr Cymru Welsh Water

COVID-19 (Coronavirus) – A Message to Our Customers - 30 March 15:00

We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.

We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining water and wastewater services to customers.

Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.

If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.

If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.

Company Information Our Plan: 2020 to 2025

Our Plan: 2020 to 2025

Over the last two years, we’ve been working with and listening to our customers about our plans for the future – and 40,000 of you have had your say on how we run your water and wastewater services.


We have travelled across the areas we serve to hear your views on how we should plan for the future – because, as a not-for-profit company, your views are at the heart of everything we do.

This has helped us prepare our business plan for 2020-2025. This maps out our proposals to invest a record £2.3 billion over the five years to 2025, to supply you with the best quality water, provide you a safe and reliable wastewater service, and to protect the beautiful environment around us.

This will go hand in hand with making sure your bills are fair and affordable – and we want the average household bill to be 5% lower by 2025.




Find out more

To find out more, read:

Supporting documents

All supporting documents relating to our Business Plan 2020-25 are available here.


Welsh Water’s business plan for 2020-2025 has also been scrutinised by the independent Customer Challenge Group (CCG) to ensure that it appropriately reflects customer interests. To access a copy of the report, please click here.

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