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.

HelpU Scheme - help paying your water bills

What is HelpU?

This tariff helps the lowest income households in our region. To qualify for HelpU the water supply to the household must be for domestic use only, someone in the household must receive at least one means-tested benefit and the combined annual household income must be on or under the threshold for the household size as shown in the table below.

  Household Size   Income Threshold
bullet  1 bullet  £8,900
bullet  2 bullet  £13,400
bullet  3+ bullet  £15,300

It’s important to let us know the total number of occupants (including children) in your household and to include all the income your household receives from occupiers who live at your property who are aged 16 years and over.

Here’s a list of types of the means-tested benefits which someone in the household must be receiving at least one of:

bullet  Pension Credit bullet  Working Tax Credit
bullet  Income-based Jobseeker’s Allowance bullet  Universal Credit
bullet  Income Support bullet  Housing Benefit
bullet  Income-related Employment & Support Allowance bullet  Council Tax Reduction/Support
bullet  Child Tax Credit


Special Note: We exclude some types of income from the combined annual household income calculation (such as Housing Benefit, Council Tax Reduction and disability/carer benefits and premiums). For more information please refer to section 5.2 of our Terms and Conditions.

The HelpU charge from 1 April 2019 to 31 March 2020 is £202.07.


If you qualify for the scheme we will cap your water bill which means you won’t pay over a certain amount for the year. If you have a water meter and the charge would be lower than the HelpU amount, your bill will be based on the reading from your water meter

If you’d like to apply for HelpU, please click here or download a paper version here.

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