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Burst water main at our Bryn Cowlyd Water Treatment Works

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Updated: 11:00 17 January 2025

We can confirm that we have now opened two official bottled water stations at Parc Eirias (LL29 7SP) and Zip World Conwy (LL32 8QE). We plan to open another bottled water station but also aim to deliver pallets of bottled water to some key community locations to support our customers.

We are continuing to support hospitals with tankers and delivering bottled water to care homes and those vulnerable customers with a high dependency on water who on our Priority Services Register.

To recognise the inconvenience being experienced by customers whose supplies have disrupted, each eligible household 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. Cheques will be issued over the coming weeks to customers who do not have registered a bank account with us. Business customers will be paid £75 in compensation for every 12 hours their supplies have been affected but businesses will also be able to submit separate claims for additional loss of income. Details will be published on our website by midday today for business customers who are being impacted by this incident. 

We appreciate that this ongoing disruption is causing real frustration for our customers and we are truly sorry. We will be keeping everyone informed through regular updates until the situation is fully resolved. We would also like to thank all our colleagues and contractors who are working tirelessly on the repair and in supporting our customers in very difficult circumstances.

Customers can get the latest information on in your area or follow us on our social media channels.

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.

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