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 I'm Moving

I'm Moving House

When to let us know you've moved...

Metered customers:

  • Let us know on or after the day you move.
  • Remember to take a final or opening reading on the day you move. We can then bill you for what you have used whilst you were responsible.
  • If you are unable to take a reading yourself, please let us know 10 working days before you move. We can then arrange for a meter reader to visit on the day you move, to take a reading on your behalf.

Unmeasured customers:

  • You can let us know up to 14 days before you move house.

Moving within the Welsh Water region?

To complete our online form you will need to provide us with:

  • Your old address and move out date.
  • If your old property is metered, a reading taken on the day you move out.
  • Your new address and move in date.
  • If your new property is metered, a reading taken on the day you move in.

It will also help us if you are able to provide us with the name of the previous occupier of your new property and their new address to ensure that you are only billed for your water usage.

Please use our moving within form to let us know.


Moving into the Welsh Water region or responsible for your first property in our area?

To complete our online form you will need to provide us with:

  • Your new address and move in date.
  • If your new property is metered, a meter reading taken on the day you move in.
  • Your bank account details if you wish to set up a Direct Debit.

Please use our moving in form to let us know.


Moving out of the Welsh Water region or no longer responsible for a property in our area?

To complete our online form you will need to provide us with:

  • Your old address and move out date.
  • If your old property is metered, a meter reading taken on the day you move out.
  • The address you are moving to, so that we can send you a closing statement and any refund due.

It will also help us if you are able to provide us with the name of the previous occupier of your new property and their new address to ensure that you are only billed for your water usage.

Please use our moving out form to let us know.

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