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.

How to Report Sewage Pollution

If you see sewage pollution please call our hotline as soon as possible on 0800 085 3968. Our Operational Call Centre is open 24 hours a day, every day of the year. Calls are FREE from a BT landline.

What we will ask you:

  • What have you seen, and when?
  • Where did you see it?  (Is it near a landmark?) 
  • Is sewage still entering the watercourse?
  • What are the weather conditions?

What we’ll do:

  • Take immediate action. All sewage pollution incidents are a high priority and we aim to be on site within two hours.
  • Tell Natural Resources Wales immediately, as it looks after rivers in Wales and England

If our sewers are responsible we will:

  • Stop the pollution as soon as we can
  • Clean up the watercourse and any other affected areas
  • Investigate the causes of the pollution incident to prevent any recurrence

Dŵr Cymru Welsh Water is investing more than £12.5 million between 2010 and 2015 to reduce the number of sewage pollution incidents to watercourses caused by our assets.

Help us to keep our watercourses clean