FAQs for Household Customers

Customers who pay their water bill through direct debit will usually be paid through a direct credit to their bank account.

Customers that do not pay us by Direct Debit, will be sent a cheque in the post.

If the balance on your Welsh Water account is higher than the compensation payment, we will apply the compensation to your water bill.

If a customer does not pay Welsh Water for its services and pays an intermediary (i.e. customer pays Registered Social Landlord), Welsh Water will be reimbursing the intermediary who will be responsible for reimbursing the customer.

We aim to send payments within 20 working days.

If you're receiving a direct credit, it may take up to 5 working days to reach your account after it's sent.

If you're receiving a cheque, please allow up to 7 days for delivery after it's sent.

Household customers are entitled to £30 for each 12 hours you were without supply. This payment will be made automatically.

Our Water Operations Team will provide us with the full list of the properties affected. We will then identify those properties to check if the property was fully connected during the incident. Customers do not need to contact us as we will do this automatically.

No, compensation will only be paid to the customer who pays the water bill. The account holder who is not the occupier will be required to pass the compensation payment onto the occupier.

The compensation payment amount isn’t negotiable and is governed by industry guidelines.

Anyone else who may be living in the same household as the named account holder (e.g. spouse, partner or children). There will only be one payment per household.

We will only be paying the current named account holder i.e. the person named on the bill and who receives the bill from us.