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 Help Paying My Water Bill

Help Paying My Water Bill

Having problems paying your water bill?

If you're having problems paying your bill, please don't ignore them, we have a number of ways we may be able to help you.

Spread the cost of your bill over instalments by setting up a payment plan

If you are already paying via instalments and you're still struggling, please don't ignore any problems instead take a look at other schemes below which aim to help make your water bill more affordable.

Or if you have a particular problem in getting the money to us because of illness or disability, you can pay us in a different way which may be more convenient.

Ways to make your water bill more affordable

  • Pay your water charges automatically through your benefits with our Water Direct scheme and we'll reduce your bill by £25!
  • Our HelpU tariff fixes charges at an affordable rate for low income households in receipt of means-tested benefits.
  • Our WaterSure Wales scheme caps your bill at a maximum of £399 which may reduce your bill.
  • The Customer Assistance Fund gives you affordable instalments and helps you clear what you owe.

Other useful information

  • Your benefits are changing - Click here for more information on housing benefit changes.
  • Want more information about Credit Reference Agencies and Data Sharing? Click here