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.

Media Centre Latest News Response to customer prices announcement

In response to the announcement of customer prices for 2020-2021


After the publication of the final determination from our independent industry regulator, Ofwat, in December, Welsh Water’s level of investment and bills has been decided for the next five years. As a result, the average, combined household bill for Welsh Water customers will rise by 1.2% over the next year to £451, in line with the limits set by Ofwat.

This price rise is below the Consumer Prices Index (CPIH) rate of inflation – and follows on from a decade of below-Retail Prices Index (RPI) inflation rises achieved by the company between 2010 and 2020.

Alongside this, Welsh Water will continue to provide industry-leading support for 130,000 low income customers while also providing the best-possible level of customer service – recognised by the Institute of Customer Service last month when it ranked the company as the top utility in the UK, and as the first water company to ever be ranked in the Top 50 of the UK Customer Satisfaction Index.