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 Wastewater Service

Our sewerage systems collect domestic wastewater from drainage outlets around your home and carry it through a network of underground pipes to our treatment works. Here the effluent is cleaned and returned to the environment.

In some areas these sewers carry wastewater and rainwater in one pipe; combined sewers, and in other areas they carry rainwater and wastewater in separate pipes; separate sewers.

In the eyes of our customers a good sewerage system should be “out-of-sight and out-of-mind” and this is the service that Welsh Water aim to provide 24 hours each day and 365 days a year.

However, sometimes blockages and other faults occur, which we aren’t able to prevent and we need your help to tell us about these.

Occasionally these faults will occur on parts of the drainage system that you are responsible for and it’s important that you understand where your responsibility ends.

In an emergency, call us on 0800 085 3968


If you would like to find out more about what to do if you suspect a blockage or to find out who is responsible for a blockage, then please watch the short video below:

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