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 Dwr Cymru Welsh Water Placed in ICS Top 50

Dwr Cymru Welsh Water Placed in ICS Top 50 Companies for Customer Satisfaction


It was announced on the 23rd January that Welsh Water are the first ever water company to place in the top 50 of a national survey on customer satisfaction carried out by the Institute of Customer Service (ICS). Welsh Water were the top-rated Utility company in the UK Customer Satisfaction Index (UKCSI), beating the rest of the Water and Energy Sector.

ICS carry out six-monthly online surveys of consumers to measure customer satisfaction which covers 13 sectors of the economy. Overall, the average score for all companies has slipped to 76.9 with the utilities sector average being 72.3.

Welsh Water scored 80.4 in the survey, placing in the top 20% of companies as a whole, 45th out of 259 companies across the UK.

Alun Shurmer, Customer Strategy & Engagement Director said “a huge thank you and well done to our colleagues for this great achievement. With the introduction of C-MeX (the new regulatory measure of customer satisfaction), this is a great step in the right direction, and reinforces that we’re doing the right thing for our customers and keeping in mind that every moment matters. This will ensure we will deliver on our vision to earn the trust of our customers every day.”