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

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Updated: 09:00 04 January 2021

We know that this continues to be 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.

Lead in drinking water


A tighter standard for lead in drinking water came into force in the Water Quality Regulations in December 2013. Lead in water comes from old lead pipes that can be present in properties built before the 1970s.

Over a number of years, Dwr Cymru Welsh Water has invested millions of pounds installing additional treatment (phosphate dosing) at many of our water treatment works to reduce the amount of lead dissolved from lead pipes. We take thousands of water samples every year to test for lead and of these over 99% will achieve the new lead standard.

When we find the level of lead in a water sample is above the regulatory standard we will contact the customer to advise on what to do to reduce their exposure to lead and we will also test neighbouring properties. We will replace any lead pipes that are our responsibility i.e. between the water main and the property boundary. The pipework from the property boundary into the property is the responsibility of the customer.

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Water Health Partnership Lead factsheet

PDF, 294.6kB

There are strict regulations governing the maximum amount of lead allowed in drinking water.