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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.

Finding an approved installer

We want to make sure that any work completed on your plumbing system or fittings complies with the regulations, and help keep drinking water safe.

To do this, we recommend using an approved contractor. This can come with a lot of benefits:

  • They are qualified, and have received specific training about the regulations.
  • They will give you and us a ‘work completed’ certificate.
  • An approved contractor can carry out some plumbing work without approval from us, which can limit delays.
  • They should have the right insurance to protect you and them if anything goes wrong.
  • Approved contractors and businesses are audited to make sure they are working in the right way.

There are various approved training schemes, such as WIAPS, which is run by Water Regs UK on behalf of Welsh Water and a number of other water companies. The following link gives further information about WIAPS and how plumbers can become registered. All approved contractors or businesses that have gone through this training, can become members of WaterSafe.

WaterSafe want to improve plumbing work and make drinking water as safe as possible. They do this by making it easy for you to find all the approved contractors or businesses in the UK. It’s all online and you can search below. As an example, although it’s fine for all manner of plumbing fixtures, fittings and appliances to be sold, how they are then used and fitted could be illegal. Approved plumbers, should know this, and use approved fixtures, fittings, appliances and materials.

Watersafe

Watersafe - Local Approved Plumbers

Find your nearest, Watersafe-approved plumber, just enter your postcode or use your location.

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