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.

Customer Assistance Fund

Water Direct

The Customer Assistance Fund is designed to help those in severe financial hardship. Take a look at the information below to see if you're eligible and if so, how to apply.

What is the Customer Assistance Fund?

The Customer Assistance Fund has been set up to help customers clear their debt with us. If your application is successful:

  • We'll set up a monthly, fortnightly or weekly payment plan for your current year's charges.
  • Once you have made payments for 6 months, we will pay off 50% of your arrears.
  • We will then pay off the rest of your arrears when you pay for a further 6 months.

Here's an example for weekly instalments

(customers may have different instalments to the below):

  • £400 - Current year's charges, paid via your payment plan.

  • £550 - Arrears, paid off on successful completion of your payment plan.

Charge Type Our Calculations  

Current year's charges

£400 ÷ 52 weeks =
£7.69 a week

Arrears - We pay off the first 50% of your arrears
after 26 weeks
£275 (£550 ÷ 2)  
Arrears - We pay off the other 50% of your arrears
after 52 weeks
£275 (£550 ÷ 2)  

This is a one off opportunity. If you fall into arrears again, the Customer Assistance Fund would not be offered.

Are you eligible?

You may be eligible if:

  • Your water account is for a domestic property where you currently live.
  • You owe more than £150.
  • You have a very low credit score with the credit agencies.

Interested? Apply for the Customer Assistance Fund by:

  • Option 1 - Complete our secure online Apply for the Customer Assistance Fund form. By filling in this form, you agree to us checking your credit score. This will not affect your credit rating but it will leave a footprint.
  • Option 2 - If you do not want us to check your credit score, you can make an appointment with your local Moneyline Cymru or Citizen Advice Bureau to complete an application form.

Once we've received your online form or application form from Moneyline Cymru or Citizen Advice Bureau, we'll let you know within 5 working days if your application has been successful.

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