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 Flooding

If you think your property has been flooded by our public sewer, please call us on 0800 085 3968 and one of our team will be here to help, 24 hours a day.

Climate change and population growth, together with the paving over of green spaces which provide natural drainage in our communities, are putting increasing pressure on our sewerage network. This is often made worse by people putting unsuitable products down the sink or toilet, increasing the risk of sewer flooding.

Many areas have separate sewers to take foul waste and rainwater, but most of our sewers are combined, meaning that foul sewage from kitchens and toilets mixes with rainfall. This means that, during a heavy storm, the flow in the sewer is much greater and can reach maximum capacity.

Our sewers are designed to cope with the vast majority of storms but occasionally rainfall can be so heavy that it overwhelms the system. When this happens, sewage can overflow from manholes and gullies and flood land and gardens. In the worst cases, sewage can even flood homes and cause pollution.

Sewer flooding is unacceptable and we treat all cases with the highest priority.

We prioritise our investment for potential flood alleviation schemes depending on the severity and frequency of flooding. As a result it is important that you report all flooding so we can keep our records up-to-date.

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