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.

My Account Bogus Callers
Bogus Callers

 

How to tell the good guys (that's us!) from the bad guys

Bogus Caller


Bogus Caller Helpline

0800 281 141

Bogus callers pretend to be someone else in order to get into your home, where they’ll try to steal money or valuables. Sometimes they pretend to be from Welsh Water (or ‘the water board’). They usually target elderly or vulnerable people.

We hate bogus callers. So we’re doing all we can to keep you and your home safe.




Warning signs


When bogus callers knock on your door they will:

  • Not have an appointment
  • Not be willing for you to study their identity card (if they have one)
  • Often work in pairs
  • Try and make you feel under pressure
  • Ask for money

They can look quite believable – perhaps with an official-looking uniform, and a fake ID card. They can also appear to be friendly and persuasive.


The real thing


Everyone who works for Welsh Water carries an ID card, and is happy to show it. Usually we drive vans with the Welsh Water livery. Sometimes we use contractors, who may drive different company vans, but they’ll still have their own ID card, and will follow the same rules as regular Welsh Water people. We never ask for, or accept, any money from you at your home. And usually we’ll have an appointment, so you’ll be expecting us.


The 3 C’s rule


When you answer your door to anyone calling from Welsh Water, follow our three C’s rule: CARD, CHECK and CALL.

Customer ID Check

1. CARD

Ask us to show you our ID cards - we won’t be offended! In fact, all our employees and contractors are very happy to do this. If you like, we can pass our ID cards through the letterbox for you. Have a good look – there’s no hurry.

2. CHECK

Check the ID card carefully:

  • Is the photo on the ID card the same as the person standing at your door?
  • Has the ID card been tampered with in any way, or look fishy?
  • Take your time. We’re more than happy to wait outside while you check. We won’t put you under any pressure to let us in.

If you are not 100% sure, DO NOT let us in!

Staff Phone Call

3. CALL

If you’re in any doubt, call our Bogus Caller Helpline on 0800 281 141. We can tell you if your caller is genuine, and we’d much prefer that you rang us, rather than risk being robbed. If the person becomes in any way pushy, then call the police immediately by dialing 999.

If you’re in any doubt about whether the caller is genuine, don’t let them into your home.




Password Scheme


To make you feel safer, we can arrange to use a password when we visit you. Simply choose a password that’s easy for you to remember, and register it by ringing us on 0800 052 0145. Whenever we visit, we’ll use this password (and if we don’t, then don’t let us in!).

IF IN DOUBT – KEEP THEM OUT

Password Scheme


Password Protection

To register a password call:

0800 052 0145

P.S. Bogus callers usually target the elderly and vulnerable, who may not have access to the internet. You can help by spreading the word to family and neighbours.

Aa