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.

WaterSure Wales

What is WaterSure?

WaterSure is a scheme that is available to customers who already have a water meter or opt in to have a water meter fitted. WaterSure can help low income households who receive a qualifying benefit or tax credit, a large family or a family member with a certain medical condition that requires the extra use of water by capping your annual charge for the year.

The WaterSure Wales charge from 1 April 2019 to 31 March 2020 is £327.40 (£136.26 for water, £191.14 for sewerage).

You must receive at least one of the following benefits / tax credits

  • Income Support
  • Income related Employment & Support Allowance
  • Income-based Jobseeker's Allowance (JSA)
  • Pension Credit
  • Housing Benefit
  • Attendance Allowance (AA)
  • Working Tax Credit
  • Child Tax Credit (except families in receipt of the family element only)
  • Universal Credit
  • Disability Living Allowance (DLA)
  • Personal Independence Payment (PIP)


You have 3 or more children under the age of 19, living at your home who you can claim Child Benefit for.


You or a member of your household has a medical condition that requires SIGNIFICANT use of extra water

Examples of medical conditions

  • Desquamation (flaky skin disease)
  • Weeping Skin (eczema, psoriasis, varicose ulceration)
  • Incontinence
  • Abdominal Stoma
  • Crohn's Disease
  • Renal failure requiring home dialysis (except where the healthy authority contributes to the cost of the dialysis
  • Other: another medical condition which requires the use of a significant amount of extra water

You don't meet the requirements if...

  • You don't have a water meter fitted at your property. If you'd like to have a meter fitted to qualify, please complete the WaterSure Wales application form, including the meter application form on page 5.
  • You water your garden with a non-handheld appliance, such as a sprinkler or domestic irrigation system.
  • You have a swimming pool or pond with a capacity of over 10,000 litres.
  • The property you're applying for isn't your main home.
  • Your property is used for commercial purposes.
  • You share payment of your bill with your neighbour(s)

Next steps

If you've checked that you meet the requirements above, please download the WaterSure Wales application form below
Step Change


The UK's leading debt advice Charity