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 Hire standpipes / Report illegal use

Hire standpipes / Report illegal use

Hire a Standpipe

From 1st October 2016 the process to hire standpipes for use within the Welsh Water network has changed.

The hire of a standpipes will be from our appointed agent Aquam Water Services. Standpipes will no longer be available to hire at our local depots.

Important information to note

The use of anything other than a standpipe that you have hired from us is illegal, contravenes the Water Industry Act and is considered a theft of water which if caught will lead to prosecution.

The use of a standpipe without a non return – check valve also poses a risk of contamination of the water supply.

You may come across areas of our network that are locked off. These are for reasons of protecting our customers from the impact of higher flows created by third party use and a possibility of discoloured water. If you come across one of these please contact our third party provider Aquam Water Services for further advice.

If you require a standpipe for the purposes of providing water to a construction site (Building Supply) we may require you to obtain connection onto our network. Please contact our Developer Services..

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Be a Hydrant Hero

Help keep our water clean and safe

What's the problem?

We have a lot of problems with people using standpipes to illegally connect to our water network, usually by connecting through washouts or fire hydrants.

This isn’t a case of people just ‘taking’ a bit of a plentiful water supply. These people are not trained, it’s dangerous to them, and to our customers. It can cause injury, bursts, risk water quality, discolour the water supply and cause customers complaints.

How do I know if it's a legal connection?

Illegal Use Legal Use
 Incorrect Hydrant  Correct Hydrant
 Incorrect Hydrant 2  Correct Hydrant 2
Spotting illegal use

The standpipe isn't red.

Seeing red?

That's actually good. Bright red is the colour of the new legal standpipes.


Ok, I think it may be an illegal connection, what should I do?

If you spot somebody who you think might be illegally connecting to our network, you should:

  1. Take note of the location and any observations that will assist Aquam i.e. type, size, colour of vehicle or if the vehicle is branded. Pictures of the standpipe would also help but only do this if it’s safe to do so.
  2. Contact Aquam on 0800 052 0130 or e-mail welshwater@waterservicesltd.com
  3. Aquam will then investigate
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