Questions about your bill | Dwr Cymru Welsh Water
Dwr Cymru Welsh Water

To help you understand your bill, we have answered the questions we are most frequently asked below:

Where will I find my customer number?

You can find your customer reference number on your bill as follows:

Would I save money if I changed to a water meter?

If you use a small amount of water, or you live on your own, you may benefit from having a water meter fitted. It works in the same way as a gas or electricity meter. You are billed for what you use plus a fixed service charge. 

Our about switching to a meter page lists the benefits of a meter. Alternatively, you can use our calculator to estimate your usage and charges then apply for a meter online. Further information is also available in our leaflet ‘A Guide to Having a Water Meter'.

I don't understand what I'm being charged for?

How we charge depends on whether you are a measured or an unmeasured customer. Take a look at the below explanation for more details:

Unmeasured customers

Where your bill shows 'water' or 'water charges' this is the amount we charge you for having water. The second charge is 'sewerage' or 'sewerage charges:surface water drainage and foul'. This is what we charge for taking away your waste water and the rain water which falls on your property.

What are all the dates listed on my bill

Unmeasured customers

If you are on a payment plan or a Direct Debit, your future instalment due dates are listed so you know when to pay. Or if you pay your bill in full, your payment is due by 1st April each year so this date will be shown. You'll receive a 1.5% discount off your bill if you pay in full by 1st April.

I cannot afford to pay my water bill, what can I do?

If you are struggling to pay your bill, please don't ignore it. Let us know and we will try and find a way to help by:

  • Spreading the cost of your bill over weekly, fortnightly or monthly instalments or
  • Checking your eligibility for one of our schemes e.g:
  • If you receive Income Support/Income Related Employment and Support Allowance, Income Based Jobseekers Allowance or Pension Credit, you can pay your water bill through your benefit. This is called the Water Direct scheme and you will receive a £25 discount off your bill!
  • Our Welsh Water Assist tariff helps low income households with large families or a medical condition which means you use more water. If your application is successful, your charges from 1st April 2017 to 31st March 2018 will be capped at £126 for water and £182 for sewerage.
  • The Customer Assistance Fund has been designed to help those in severe financial hardship clear their debt with us.
  • We have a leaflet called ‘Code of Practice for Unpaid Charges’ which explains the ways we can help in more detail.

Is there a discount for students or people living alone?

No, we do not offer a discount on your water and sewerage charges if you are a student or you live on your own. However, you can set up a Direct Debit or payment plan to help spread the cost of your bill.

Leaflets, Publications, Documents & Charges

Find a document in our library