WATRS - Water Redress Scheme | Company Information | Dwr Cymru Welsh Water
Dwr Cymru Welsh Water

Thursday, 20th February – 10:00

We continue to deal with the impact of severe weather and flooding over the last few days, particularly in the Monmouth area.

We have accessed our water treatment works at Mayhill and assessing the damage so that we can get works back up and running. This will take some time to do, given the impact of the flooding and the work needed to bring the operation back into normal service.

In the meantime, we are continuing our extensive tanker operation throughout the town to maintain supplies to customers. This has involved a fleet of more than 40 tankers, which have been pumping water into the system and supplies have been kept going for the vast majority of our customers. We are making every effort to maintain this in the coming hours and days, while we get the works up and running.

Some customers in Monmouth have been asking our colleagues in the area if they need to boil their tap water: our answer is no. We’re providing bottled water as a precaution in case supply is interrupted and for a small number of customers without water.

We have also set up three bottled water stations for those who have seen their supply interrupted. These will be open from 8am til 8pm and can be found at:
• Monmouthshire Comprehensive School – Dixon Road – NP25 3YT
• Redbrook Road (opposite Lidl’s car park entrance) - NP25 3LY
• Trellech Primary School - NP25 4AX

We ask those who still have water not to visit these sites, as we need to prioritise customers with an intermittent supplies.

We have delivered bottled water to all properties as a precautionary measure and will also continue to deliver bottled water proactively to our vulnerable customers on the Priority Services Register, such as the elderly, disabled, or those with young children.

We want to thank our customers for bearing with us while we carry out this work to keep things going.

We will post regular updates here and social media.

From 1st April WATRS is a free and independent adjudication service which reviews disputes between customers and companies which the Consumer Council for Water Wales have not been able to resolve.

If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly. Their contact details are below. You can make an application on their website or ask them to send an application form to you.

About WATRS

WATRS (Water Redress Scheme) is an independent adjudication service to resolve disputes between customer’s and water (and sewerage) companies.

WATRS is operated by IDRS, the customer services unit of the Centre for Effective Dispute Resolution (CEDR) which is a non-profit body that is entirely independent of the water industry

Other useful information

We always aim to get things right, first time, every time – but we know that sometimes things can go wrong.  Our booklet ‘How we handle your complaints’ explains how you can make and complaint and how we will deal with it. 

WATRS is a free and independent adjudication service which reviews disputes between customers and companies that the Consumer Council for Water Wales have not been able to resolve.

If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly.

Contact details are -

WATRS
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU

Telephone: 0207 123 4567

www.watrs.org

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