Cold Weather – A Message to Our Customers

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Updated: 15:00 01 December 2023

We’re experiencing freezing temperatures across many of our communities. This means that there’s a greater risk of water pipes freezing and bursting

We’ll still be working around the clock to keep things flowing smoothly but we also need your help.

We advise all our customers to protect your own water pipes by making sure outdoor taps and pipes are covered and check where your stop tap is just in case you encounter any problems. If you spot any leaks on our network, call us on 0800 052 0130or report online - so that we can get a team out to fix them quickly. 

For hints and tips on how you can prepare your homes for freezing temperatures visit our Winter Ready pages.

Stay safe.

Project Cartref

AI-powered video intelligence takes remote customer service to the next level

23 November 2021

The pandemic has brought with it many challenges – but it’s also enabled us to re-evaluate how we deliver our services in this new remote world.

Here at Welsh Water, our Project Cartref team has teamed up with Vyntelligence to offer customers a video-based reporting tool, allowing customers to report a water leak using a short video captured on their smart phone.

What is Project Cartref?

Project Cartref has been helping customers to understand how much water they use, and part of the service involves resolving common leaks such as dripping taps and leaking loos free of charge.

Euan Hampton, Project Cartref lead said: “The scheme is currently live in Dolgellau, Risca and Pontardawe and we have seen it going from strength to strength, supported using Vyntelligence.

"Usually, a plumber would need to be called out to confirm if there is a leak at a property, which can incur costs, even if there isn’t a leak present, so by working with Vyntelligence, and digitising the appointment process, we have been able minimise unnecessary visits. This has not only saved our customers and plumbers time but has also allowed for our team to work in a more sustainable way, cutting our carbon footprint. If you live in one of these areas, get in touch with us and we can see how we can help."

How this technology works

Customers in the target areas who have identified a leak within the home simply scan a QR code to complete the simple steps that allows the customer to record a video of the problem.

After answering a few simple questions, the video will be sent to Project Cartref’s team of certified plumbers. Using the information captured, the team can get a better understanding of the issue and offer support on the best next steps.

If the team identify a leak which can be easily fixed, like a leaky loo or dripping tap, the team will organise an appointment with a Welsh Water plumber, who will undertake the work completely free of charge.

Sometimes there are more complicated leaks which will need further intervention, and in these cases, the team will advise on using a WaterSafe approved plumber.

And if there isn’t a leak?

Through Project Cartref, customers also have access to hints and tips on saving water and can access many water saving products for free! Head on over to our Get Water Fit calculator to tell us a bit about your water usage habits and we can offer products to help you on your water saving journey.

If you think you have a leak, enter your postcode in our handy checker and if you’re eligible, scan the QR code to record your video. Alternatively, you can email us at

Want to find out more? Head to, to find out what we will be doing in the coming months.