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.

Sewer Blockages - What we will do?

If the problem is on Welsh Water’s pipes, then we aim to a have jetting crew with you within 4 hours of being contacted. However during busy periods (eg during heavy rain) there may be a delay which we will tell you the time of calling.

If things change after we have spoken to you, or we are going to be late we will always try to let you know.

Once a jetting crew arrives we will investigate to identify the blockage location. Our regulatory responsibility is to clear blockages in public sewers and transferred assets If the blockage is on our sewer network, we will clear it for you free of charge.

If we attend a blockage that is found to be on the private sewage pipe we can offer a service to clear the blockage for a charge of £87.00 plus VAT or you can use a private drainage contractor to clear the blockage. Our charge covers up to an hour's work and if we are unable to clear the blockage, you will not be charged.


I’ve dropped something into my drain

Every year we pull countless screw drivers, chair legs, drain rods and other items out of sewers that people have used to try and clear a blockage. If you try to clear a blockage yourself but drop something into the sewer please let us know.

It is highly likely that any item lost down a sewer pipe will cause a blockage and may cause flooding to you, or your neighbours’ property.

If you inform us that you have lost an item down the sewer we will come and remove it from the sewer free of charge.

Please be aware that it would be impossible for us to locate and retrieve small items, such as rings or other jewellery, which may have been accidentally flushed down the toilet.

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