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.

Q. My water has a strange taste or odour?

Occasionally customers report that their water doesn’t taste or smell as it usually does. Taste and odour can be described as ‘earthy’, ‘musty’ or a chemical taste although a few other descriptions may also apply.

Here are some useful questions that may help you pinpoint the cause:

Is this a sudden change in the taste, or have I noticed it building up gradually over some time?

Is the unusual taste present all the time – or does it come and go?

Do you have a header tank, which feeds the cold water drinking taps? If you have, then take a look or get a plumber to look to make sure it’s covered. If it isn’t covered something may have fallen into the tank and caused the unusual taste or odour. If this is the case the tank will need cleaning out, disinfecting and a suitable cover fitted. You will need advice from a plumber in order to carry this out.

Have you had any plumbing or building work done recently or have you had a new appliance? This could be a simple as having a washing machine installed or piece of new pipework fitted up to your drinking water tap or a new kettle.

  • If a non return valve has not been fitted to the end of your washing machine hose, depending on your plumbing arrangements, water that has been sitting in the hose can sometimes find its way into the water feeding your tap giving the water a phenol or TCP taste. This is may be particularly noticeable when you make a hot drink.
  • Short lengths of flexible hose fitted beneath sinks connecting the taps are sometimes the source of taste problems. Check the information that came with the hose to see if it has been approved for use with mains water by a recognised organisation such as Water Regulations Advisory Service (WRAS). If it hasn’t then you should replace it with an approved fitting. We recommend that whenever you undertake plumbing work yourself or ask a plumber to do it for you always check that fittings are approved for use with drinking water e.g. by WRAS.

If you detect a diesel or petrol taste please report it to us immediately as this may be caused by a fuel spill e.g. when someone on your property or neighbouring properties been working on a car or motor cycle and allowed petrol or oil to leak onto the ground. Fuel can work its way through the ground and penetrate plastic water pipes, it can sometimes take several days or weeks for the fuel to reach the water pipe.

If you have made these checks or changes and the problem persists please contact us for further advice.

Please have a look at this factsheet to find out more information:

water quality

Advice and Information

Check out our Water Worries page for more information and advice on your water supply