Dwr Cymru Welsh Water

Coronavirus: What is the impact on Welsh Water services and our customers?

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.

The safety of our customers and staff is of paramount importance to us, and we are closely monitoring the news, information, advice and guidance from UK Government, Welsh Government and public health bodies regarding the spread of the Covid-19 (coronavirus).

As a responsible water company, we are keenly aware of our role in the communities we serve. While the situation around the outbreak continues to change – this webpage will be updated to provide information and advice to our customers. 

However, when we visit customers’ properties (e.g. to read a meter or fix a problem),  we will ask whether anyone in the property is suffering from symptoms of coronavirus, are in self-quarantine, or are showing any symptoms that could indicate infection. Please don’t be offended if we asks these questions – it’s just so we can help ensure everyone remains safe and well while we carry out our work.

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.

Are Welsh Water’s sites (lakes, reservoirs) currently open to the public?

We have decided that our sites, reservoirs and lakes will remain temporarily closed to all members of the public (including walking, sailing, angling and any land or water-based activities).

We have not taken this decision lightly, but as you will appreciate, safeguarding the health and safety of our customers and colleagues remains our first priority during these uncertain times.

We are monitoring and liaising with other organisations to establish a safe opening procedure that will allow us to reopen our sites when the time is right.

How is coronavirus affecting Welsh Water?

There is currently no impact on our services. We are monitoring the situation regarding the cases of coronavirus in the UK and taking every precaution we can to ensure our colleagues and customers are protected as far as possible. The situation continues to change daily and we are receiving regular updates from both the UK and Welsh Government, as well as Public Health Wales.

Will coronavirus affect the water or wastewater supply?

We have extremely stringent treatment processes in place at all our water and waste treatment works to ensure the water is safe to use and drink as always.

I’m following advice from the Government and washing my hands often with soap and water for at least 20 seconds. How will this impact on my water bills?

It is really important that we all follow the advice from Government and public health bodies to curb the spread of coronavirus.

Washing your hands more only uses a very small amount of water and this won’t have a significant impact on your water bill. To help save water, you can always turn your tap off while you’re lathering up the soap.

We don’t want anyone to worry about paying their water bill. We already cap bills for our most vulnerable customers and support over 100,000 customers to pay their water bills.

Please get in touch if you have any queries or concerns.

What precautions have you taken?

We have established a dedicated team to coordinate the efforts of the company and are communicating how we can best protect the health and wellbeing of our employees and ensure that services to customers continue as usual.

Will Welsh Water staff still come to my home?

We will make every effort to maintain our normal customer service offering, and are putting plans in place to ensure colleagues are able to visit customer properties as needed and work to ensure that our water and wastewater services continue, as always.

However, to ensure we protect our staff and customers as much as possible against contracting the virus, we will routinely ask customers to let us know whether they have been diagnosed as suffering from the virus, have potentially been exposed to it, or are self-isolating as a precaution. That way, we can best protect staff while still expending every effort to make sure we can support our customers as quickly as possible.

What questions will Welsh Water ask me before a visit?

If we need to visit your property, we will need to ask a couple of questions to ensure we protect staff and customers from any risk of infection with the virus. Please don’t be offended – it will help make sure that we can provide you with the service you expect even if the situation becomes more widespread. As such, you may be asked whether you are suffering symptoms typical of coronavirus, are in self-quarantine, or if you – or a close family member or friend – have recently visited a country at higher risk of infection with the virus.