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.

Water Direct

Water Direct

If you're in financial hardship and you're in debt with us, Water Direct may help. Take a look at the below information to see if you're eligible and if so, how to apply.

What is Water Direct?

We're working with the Department for Work and Pensions (DWP) to offer you the option to pay your water charges through your benefits.

If your application is successful, you'll pay your current year's charges plus a fixed amount to help clear your arrears. This means your arrears will slowly reduce, helping you gain control over your finances.

What are the benefits of Water Direct?

  • A £25 discount off your current year's charges.
  • No missed payments.
  • No recovery action.
  • It's convenient as the payment is taken automatically from your benefit.

Here's an example (weekly instalments):

This is for illustrative purposes only and customers may have different instalments to the below.

Charge Type Amount  

Current year's charges


Discount -£25  
Arrears £250  
Total = £525  

Charge Type Our Calculations Instalment

Current year's charges

£300 - £25 discount = £275
£275 ÷ 52 weeks =


Arrears A fixed amount = £3.70
Total weekly instalment = £8.99

Are you eligible?

You may be eligible if:

  1. Your water account is for a domestic property where you currently live.
  2. Your arrears are more than £75.
  3. You're in receipt of one of the following benefits:
  • Income Support.
  • Income based Job Seekers Allowance.
  • Pension Credit.
  • Employment and Support Allowance (income based).
  • Universal Credit.

Interested? Apply for Water Direct by:

  • Complete our secure online Water Direct form. By filling in this form, you agree to us submitting an application to the Department for Work and Pensions on your behalf.

You will be notified within 6 to 8 weeks of submitting your application to confirm if you have been successful. Your instalments will be confirmed if you're successful.

If you need to contact the Department for Work and Pensions directly, take a look at the ways to contact the Department for Work and Pensions.

Step Change


The UK's leading debt advice Charity

Leaflets, Publications, Documents & Charges

Find a document in our library