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Goodwill Payments for Non Household Customers in Flintshire

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To recognise the inconvenience experienced by customers in relation to the burst water main at Broughton, compensation arrangements have been made:

For household customers:

  • Eligible households will be paid £30 in compensation for every 12 hours their supplies have been affected
  • This will automatically be paid to customers in their bank accounts or cheques sent to those without, where there are no arrears.
  • Customers in arrears the payments will be credited to their Welsh Water account
  • Payments will be made within the next 20 days.

For business customers:

To recognise the inconvenience to business customers whose supplies have been disrupted: -

  • All affected business customers will be paid £75 in compensation for every 12 hours their supplies have been interrupted

Plus

  • Businesses can apply for a goodwill contribution payment up to £2,500, for loss of profits and/or additional operating costs or insurance excess.

Applications and more information will be available from 12pm Tuesday 19th August.

Frequently Asked Questions and more information is available here.

Goodwill Payments for Non Household Customers in Flintshire (i.e. Business Customers)

Each business customer will receive compensation of £75 for every 12 hours their supplies were affected.

In addition, Welsh Water has also agreed to make goodwill contributions for each business customer towards certain costs/loss of gross profit up to £2500.

The eligibility, criteria and process for applying for a goodwill contribution towards costs/loss of gross profit is detailed in this guidance and should be read in full before making an application for a Goodwill Payment.

Affected businesses have a duty to take all reasonable steps to minimise its costs/loss of gross profit.

If, after reading these guidance notes in full, you believe that you meet the eligibility criteria for a goodwill payment over the payment already being issued, please complete the application when available providing the information detailed in this guidance and the Goodwill Application webforms.

Eligibility criteria

The following criteria must be met for your business to be eligible to apply for a goodwill contribution payment.

  • You are a business customer who has directly affected by the disruption to your water supply in Flintshire.
  • You must be a business permanently based at the location of the application e.g. not a mobile/visiting business including taxi services.
  • You must be registered as a business and/or pay business charges for your Water & Sewerage
  • You would have qualified for the £75 for every 12 hours you were off supply.
  • Your business must be registered with the HMRC.

Eligibility for a goodwill contribution and any contribution made is at the discretion of Welsh Water. 

Goodwill Application Process

We note that many business customers will have business interruption insurance in place. Where this is the case, claims for any costs/loss of gross profit incurred should be made using your insurance. Where customers have insurance and have used their own insurance, Welsh Water is willing to consider a contribution towards any policy excess with adequate evidence. There is a specific webform to apply for this goodwill contribution, further details below.
All costs/loss of gross profit must be supported by the evidence requested in this guidance and the Goodwill Application webform. Please have the relevant evidence ready before starting the webform.

Following receipt of your application we may invite you to produce additional evidence to substantiate your application or request additional information to support our assessment.

Not Eligible

Please note that the costs/loss of gross profit being considered exclude professional fees, including any associated with completing the application, and any increases in insurance premia. No payments will be made in respect of these two categories.

The below outlines the different Goodwill Application webforms you may complete. You are only permitted to complete one webform per Business Customer.

Loss of Gross Profit Only

Completing this webform will allow goodwill payments towards Loss of Gross Profit incurred by your business affected by the burst water main between Wednesday 13th August 2025 and Sunday 17th August 2025.

You will be required to provide the following information:

  • Daily sales net of VAT (if vat registered) for the period from Monday 30th June 2025 to current date (up to date of application submission).
  • A copy of the last set of year end accounts including a detailed profit and loss.

Following receipt of your application we may request further information to assist determination of the level of goodwill contribution payable.

Additional Costs to Continue Operating Only

Completion of this webform will allow goodwill payments towards additional costs of operating because of the ‘burst water main” to be considered.

You will be required to provide evidence of relevant invoices/receipts.

Loss of Gross Profit and Additional Costs to Continue Operating

Completion of this webform will allow goodwill payments towards Loss of Gross Profit and additional costs of operating incurred by your business due to the burst water main from Welsh Water between Wednesday 13th August 2025 and Sunday 17th August 2025 to be considered.

You will be required to provide evidence of the following:

  • Daily sales net of VAT (if vat registered) for the period from Monday 30th June 2025 to current date (up to date of application submission).
  • A copy of the last set of year end accounts including a detailed profit and loss.

Following receipt of your application we may request further information to assist determination of the level of goodwill contribution payable.

Note: Applications are not permissible for the same dates for both ‘Loss of Gross Profit’ and ‘Additional Costs to Continue Operating’ (you can either apply for ‘Loss of Gross Profit’ or ‘Additional Costs to Continue Operating’ for any given day). It is envisaged that applications for ‘Loss of Gross Profit’ and ‘Additional Costs to Continue Operating’ will only take place where a customer stayed open and incurred extra costs but subsequently had to close.

Contribution to your insurance excess

Completion of this webform will allow goodwill payments towards the insurance excess incurred following settlement of an insurance claim your business has made relating to the ‘burst water main” to be considered.

You will be required to provide evidence of the excess and that a claim relating to this 'burst water main' event has been successfully paid.

Declaration

A declaration must be completed and signed by an authorised signatory of your business, e.g. the business owner where a sole trader; a partner of a registered or unregistered partnership; or an officer of a limited company.

What happens next

Upon receipt of your application and supporting documentation, you will receive an acknowledgement by email.

We aim to assess and decide on your application within 20 working days from receipt.

These timescales may be longer depending on the value and complexity of your application as well as the speed of response from you in replying to requests. If this is the case, we will let you know.

Welsh Water may appoint third parties to assist or complete the assessment of any applications. Appointment of third parties will be made without prior notification. These costs will be met by Welsh Water.

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