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.

My Water Leakage

Leakage

Finding and repairing leaks on our network quickly means that we can keep the amount of water wasted every year to a minimum which is good for our customers and the environment.

Why pipes leak?

Our water pipes can leak for a number of reasons:

  • Ground movement caused by changing temperatures can cause pipes to break and leak
  • Uncontrolled or unauthorised use of water from our pipes, for example an illegal standpipe, can result in excessive pressure surges which create additional stress on the pipework resulting in bursts.

Leak Detection

Take a look at how we find and repair leaks

If you spot a leak or you think you may have one at your property  please contact us on 0800 052 0130 (24 hours a day, 7 days a week or fill in the report a leak form, we can then investigate and get it resolved as quickly as possible.


Leakage Responsibility


Who owns what?

We own the pipes that run up to the street boundary and we will always repair them as quickly as possible.

Between the street boundary and your internal stop tap is the private supply pipe. Although the pipe belongs to the property owner we will offer a free repair where possible.

All internal pipework and fittings inside the property are the owner’s responsibility to repair.

If you notice a leak or think you have one near your property, please contact us on 0800 052 0130 (24 hours a day, 7 days a week).


Do you share your private supply pipe with your neighbours?

Sometimes a private water supply pipe can provide water to several properties, if we find your water pipe is shared we’ll discuss all options on how to repair it with you when we visit. You may be interested in having your own separate water pipe installed, which we would always recommend.

A private supply pipe can be quite long and cross someone else’s property boundary. If your supply pipe runs across your neighbours' boundaries then you are also responsible for this part of the pipe.

Leakage Responsibility


Do you have a water leak?

If you think you have a water leak at your property we’re here to help you get it fixed as quickly as possible. We understand that having a leak can be worrying: it’s a hassle (and a potential cost) that you could do without. We want to make life easier by providing all of the advice you need.

Water is a valuable resource and costs a lot of money to take from rivers, store in reservoirs, treat and deliver to you. So we’re really keen to work with you so that leaks are fixed as soon as possible.


Checking for leaks

Water meter

Follow these steps if you have an external meter

  • Turn off all the taps in your property and make sure no water is being used then check to see if your meter is moving
  • If the meter is moving with all taps off and no water being used then turn off supply at your internal stop tap
  • Check that no water comes out of the kitchen cold water tap when the internal stop tap is turned off (if water still runs, the internal stop tap could be faulty and you will need to call a plumber)
  • If the water stops running in the property when the internal stop tap is closed but the meter is moving you may have a leak, please get in touch with us on 0800 052 0130 (24 hours a day, 7 days a week

Follow these steps if you have an internal meter

  • Turn off all the taps inside your property and make sure no water is being used
  • If the meter is turning, there could be a leak on the pipework/fittings, toilet cistern or water tank inside your property (call a plumber)

If you do not have a meter follow these steps

  • Listen out for a hissing noise or knocking in the pipework
  • Turn off the water supply at the internal stop tap
  • Check that no water comes out of the kitchen cold water tap when the internal stop tap is turned off (if water still runs, the internal stop tap could be faulty and you will need to call a plumber)

If the noise persists this could indicate a leak on your supply pipe. If you have a leak, pelase get in touch with us on 0800 052 0130 (24 hours a day, 7 days a week.

Aa