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.
Revised Draft Drought Plan 2020
At Welsh Water, our vision is; “To earn the trust of customers, every day”. That vision reflects our unique ownership structure: we have no shareholders and so can concentrate solely on delivering the best possible value for money to our customers. All the profits that we make are reinvested in the business to improve outcomes for our customers and the natural environment, or are used to benefit customers. We need to hold to this way of working every day, especially during stressful periods such as droughts which can be challenging for both ourselves and customers.
We are trusted to plan for drought and trusted to deliver these plans if and when drought periods occur – we must continue to earn that trust every day. Welsh Water’s long term ambitions have been set out in our Water 2050 document and this places the maintenance of wholesome water supplies at its heart. One of our key strategies is what we have titled “Enough Water For All”. In essence, this is to ensure that we always have sufficient water in line with our customers’ expectations, even in times of drought. Our Water Resources Management Plan and our Drought Plan are at the centre of this strategy.
Producing and maintaining a Drought Plan is a statutory process required by Government who have set out the legal basis for this in The Water Industry Act 1991. We are directed by Welsh Government who also provide the guiding principles for our plan. We have worked closely with Natural Resources Wales who produce the Drought Planning Guidance for water companies in Wales. Our Drought Plan sets out how we will deal with drought conditions within both the urban and rural parts of our supply area, and how we will monitor the effect of any actions that we take on the natural environment.
We published our draft plan for consultation on the 25th July 2019 for 8 weeks, closing on 19th September. During the consultation process we:
- Contacted over 120 organisations directly
- Contacted all relevant Members of Parliament and all Welsh Assembly Members
- Published the Plan on our website and publicised it via our Welsh Water Twitter, Facebook and Instagram feeds
- In total we received comments from seven separate respondents.
Following the closure of the consultation, we have today (7th November 2019) published our revised Draft Drought Plan 2020 together with our Statement of Response. The next steps towards finalising our Drought Plan are as follows:
- Review of Statement of Response and revised draft Drought Plan by Welsh Ministers;
- Direction from Welsh Government:
- Publication of our Final Drought Plan: date to be determined by Welsh Government
If you require any further information, or copies of supporting reports that are not published on our website, relating to our draft Drought Plan 2020, then please email Water.Resources@dwrcymru.com