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 Frequently Asked Questions
Frequently Asked Questions

What is Open Water?

Open Water is the name of the industry-wide programme that is responsible for the introduction of the new commercial retail market.

What organisations are involved in Open Water?

The following organisations are involved:

These organisations have been working alongside market participants that consist of existing water and wastewater companies and new entrant Retailers.

Why are the changes in England not happening in Wales?

The Welsh Government has responsibility for deciding the scope of the competitive market in Wales, and has decided that the competitive retail market will not be expanded in Wales. Only business customer sites using more than 50 megalitres of water per year are eligible to switch Retailer.

If I use less than 50 megalitres of water each year can I switch Retailer?

No - only Welsh Water’s largest business customer sites using more than 50Ml per year are able to switch their water Retailer.

How do I know if I am using more than 50 megalitres each year?

To find out whether you use more than 50 Ml please contact us using the general enquiry form.

Can I switch if my premises is based in Herefordshire?

If your sites are in the Herefordshire area and you are a Welsh Water customer, the Welsh region regulations apply, even if the sites are based in England. If the sites use more than 50 megalitres of water a year they can switch Retailer. If they do not exceed this threshold, Welsh Water continues to be the Retailer and the Wholesaler.

What if Severn Trent provide my wastewater services?

As Severn Trent is governed by rules that apply in England, business customers who receive water services from Welsh Water and wastewater services from Severn Trent are eligible to switch Retailer for their wastewater, but can only switch Retailer for their water services if they meet the 50 megalitre threshold.

Can I switch my household water services?

Only business customers who exceed the threshold can switch. Household customers can’t switch Retailer in England or Wales.