Changes to the Market from 2017 | Dwr Cymru Welsh Water
Dwr Cymru Welsh Water

Thursday, 20th February – 10:00

We continue to deal with the impact of severe weather and flooding over the last few days, particularly in the Monmouth area.

We have accessed our water treatment works at Mayhill and assessing the damage so that we can get works back up and running. This will take some time to do, given the impact of the flooding and the work needed to bring the operation back into normal service.

In the meantime, we are continuing our extensive tanker operation throughout the town to maintain supplies to customers. This has involved a fleet of more than 40 tankers, which have been pumping water into the system and supplies have been kept going for the vast majority of our customers. We are making every effort to maintain this in the coming hours and days, while we get the works up and running.

Some customers in Monmouth have been asking our colleagues in the area if they need to boil their tap water: our answer is no. We’re providing bottled water as a precaution in case supply is interrupted and for a small number of customers without water.

We have also set up three bottled water stations for those who have seen their supply interrupted. These will be open from 8am til 8pm and can be found at:
• Monmouthshire Comprehensive School – Dixon Road – NP25 3YT
• Redbrook Road (opposite Lidl’s car park entrance) - NP25 3LY
• Trellech Primary School - NP25 4AX

We ask those who still have water not to visit these sites, as we need to prioritise customers with an intermittent supplies.

We have delivered bottled water to all properties as a precautionary measure and will also continue to deliver bottled water proactively to our vulnerable customers on the Priority Services Register, such as the elderly, disabled, or those with young children.

We want to thank our customers for bearing with us while we carry out this work to keep things going.

We will post regular updates here and social media.

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 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  

Your Water, your choice

For information about the new market, eligibility criteria and advice about switching please visit

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