COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is a difficult and challenging time for customers. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the communities we serve.

As we have done throughout the pandemic, we are doing all we can to protect our colleagues while also maintaining our services to customers. You will continue to 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 our key water and wastewater services to customers.  We will not be doing any work which would require us to enter properties unless it is an emergency.

Our Billing Call Centre remains open from 8am - 6pm (Monday to Friday) and is available to support our most vulnerable customers who have been impacted by the coronavirus.

If you’re impacted by the coronavirus and concerned about your water bill, please click here for more information.

Remember, you can update your account, tell us you are moving and set up a direct debit 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 will to do everything we can to continue providing our essential services and we thank you for your support.

Covid 19 - What is the impact on Welsh Water services and our customers?


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.


The safety of our customers and staff is of paramount importance to us, and we are closely monitoring the news, information, advice and guidance from UK Government, Welsh Government and public health bodies regarding the spread of the Covid-19 (coronavirus).

As a responsible water company, we are keenly aware of our role in the communities we serve. While the situation around the outbreak continues to change – this webpage will be updated to provide information and advice to our customers. 

However, when we visit customers’ properties (e.g. to read a meter or fix a problem),  we will ask whether anyone in the property is suffering from symptoms of coronavirus, are in self-quarantine, or are showing any symptoms that could indicate infection. Please don’t be offended if we asks these questions – it’s just so we can help ensure everyone remains safe and well while we carry out our work.

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.