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 Water Meter Why is my measured bill higher than expected?

Why is my water bill higher than expected?

If you don’t have a water meter, click here to find out how we calculate what you owe. If you're on a water meter you’re billed based on the amount of water used at your property. Here’s a list of reasons your bill might be higher than you expected.


  • Your previous bill may have been based on an estimated reading which was too low. When this happens, your following bill will include any charges not covered by the amount on your previous bill.
  • Your latest bill may cover a longer period of time than your previous bill. The longer the bill period, the more water you will use
  • The number of people living at the property may have increased; for example, a friend or relative could have moved in, you may have had a baby, or you may have had visitors over to stay.
  • You may have dripping taps; a dripping tap can waste 18 litres a day and could add an extra £20 a year to your bill!
  • You may have carried out renovation or decorating work, using more water than usual.
  • The time of year can affect your bill; we normally expect your summer bill to be higher than your winter one. This is because we tend to use more water in the summer.
  • You may have a leak on an appliance like a washing machine or boiler, or a leak on your pipes (although these are rare!) If you think your pipes may be leaking, click here to find out what to do.

To find out how to be more water efficient, take a look at our top tips.


If you don’t have a water meter, click here to find out how we calculate what you owe.

If you're on a water meter click here to find out how we calculate what you owe.

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