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.

Open Water

Picture of a welsh water inspector leaving vehicle

Open Water - Changes for Large Business Customers

On 1st April 2017, a new commercial retail market was introduced to increase competition in the water industry.

More business customers can now choose their water and wastewater Retailer.  The new market is different in England and Wales.

England – As of April 1st 2017 all business customers served by water companies based wholly or mainly in England, can switch Retailer for water and wastewater services.

Wales - In Wales things are different. The Welsh Government decided not to expand the market to all business customers who are served by water companies based wholly or mainly in Wales.

Only Welsh Water’s largest customer sites, those using more than 50 megalitres of water a year, can switch Retailer, and only for clean water services.

What this means for Welsh Water business customers

Welsh Water’s business customer sites using more than 50 megalitres of water per year can switch Retailer for clean water services.  These are Welsh Water’s Open Water customers.

Retail services include account management, billing, call centre services and value added services such as leak detection and other water efficiency services.

  • Business customers who decide not to switch Retailer will continue to receive retail services, from Welsh Water’s Commercial Retail Team, which has been set up to deal with Open Water customers.
  • Business customers who switch Retailer will receive their retail services from the new Retailer and the new Retailer will be their dedicated point of contact.  
  • Within the Commercial Retail Team, the Business Customer Team has been set up as a dedicated point of contact for all Open Water customers.  They can be contacted at www.bct@dwrcymru.com or on the number below:
    Open Water

Business customer sites that do not exceed this threshold cannot switch Retailer.  Welsh Water will continue to provide retail services to these customers.  If you are a Welsh Water business customer who doesn’t have a site that uses more than 50 megalitres of water a year, but you want further information about Open Water please contact the Business Services Team on 0800 260 5052 or BST@dwrcymru.com  

Your Water, your choice

For information about the new market, eligibility criteria and advice about switching please visit www.open-water.org.uk

If you are a Retailer looking to set up a contract with Welsh Water wholesale, please contact the Wholesale Service Centre on 0800 260 5053 or at wholesaleservicecentre@dwrcymru.com