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.



What is Rainscape?

At Welsh Water, we are leading the way in developing and using new, innovative solutions to manage the amount of surface water entering our sewers. We have called this approach RainScape:

  • We plan to invest more and more in RainScape, around £80 million up to 2020;
  • This will help to reduce the risk of sewer flooding and pollution, whilst also helping to increasing capacity in our sewer network; – and
  • It will help to support economic development and protect our customers against climate change.

What’s the problem?

For the most part, our sewers are a single pipe that has to cope with both surface water and foul water from our properties. This means that during periods of heavy rainfall, more water is getting into our network than it can cope with, increasing the risk of sewage flooding. Resolving this problem using traditional methods such as building additional storage tanks and pipes is expensive and not sustainable. Neither does it tackle the root cause of too much water getting into the sewers.

The RainScape schemes we have developed reduce the surface water entering our sewers and where possible catch, redirect and slow down the speed at which surface water enters the sewer network, using a range of techniques that we call ‘RainScape solutions’.

What’s the solution?

Having learned from the international examples of surface water schemes in Malmö, (Sweden) and Portland (Oregon, USA). We have created our own range of surface water solutions that we call RainScape solutions. These solutions can be incorporated into new developments, or installed into the existing sewer systems. They include:

  • Basins and Planters: Shallow landscaped basins that capture the surface water runoff from roofs and road and store and treat the surface water. The water filters through the plants within the basin, removing contaminants before being released into the soil or the sewer network. These can be small, and fitted to individual downpipes, or they can be larger, and used within road schemes.
  • Swales: Long, shallow, landscaped channels that reduce the speed of surface water - cleaning it and where possible allowing it to gradually infiltrate into the soil. Where it is not possible for the water to infiltrate the water into the ground, the swales gradually return the water into the sewer network at a slower rate.
  • Porous paving: Paving that is designed to allow surface water to pass through it, rather than over it into nearby drains. Porous paving comes in a variety of appealing designs.
  • Filter strip: Filter strips are strips of ground where water running off a site can pass through it, allowing some or all of it to soak away. The rest often enters a swale or another sustainable urban drainage system.
  • Grass channels: These are strips of grass that can be installed in side streets and back alleys of terraces to provide a permeable surface for water to soak through.
  • Geocellular storage: Geocellular systems can be used to control and manage surface water runoff either as a soakaway or as a storage tank. These can be installed beneath roads and kerbs and help to reduce the speed at which surface water enters the sewer network.


  • Local environments will become more attractive and new habitats will be created
  • Reduces the risk of sewer flooding
  • More sustainable and cheaper than traditional methods – helping us to keep customer bills low
  • Helps our communities to become more resilient to climate change

Involving you

We want to involve our customers in the design of our RainScape schemes. We will be holding drop-in sessions with customers that live near to our future schemes. There will be the opportunity at these sessions for you to have your say and to help shape our plans.

For more information, you can email: rainscape@dwrcymru.com

For more information on what you can do to help, visit this page.