Help and support during an incident
Our teams work hard 24/7, 365 days a year to provide water and waste services to our customers; ensuring customers have uninterrupted services is our key priority.
Unfortunately, we sometimes get interruptions which can affect your water supply or even cause sewer flooding. Some of these things could be as a result of:
- Bursts on our water pipes and network
- Electrical faults during storms
- Blocked drains and sewers
- Climate emergencies
In all cases we aim to minimise the impact to our customers and ensure that we complete the repairs as soon as we can. And while we complete the repair we’ll do all we can to provide our customers with the most up to date information on the work we are doing, how we are helping customers and the timings before we can restore things back to normal.
Each supply interruption is different, and we will respond to each one according to its own unique circumstances, the following information outlines what you can expect from us during a prolonged incident (more than 12 hours).
How we’ll keep
you updated
Whilst we cannot let you know in advance of an unplanned issue if we have your most up to date contact information, we can make sure we are able to contact you when we need you.
If we have your correct telephone numbers (landline or mobile) we will be able to send you a text message once we have identified that you are affected and the timeline for the supply returning to normal.
Your email address is really handy too. We put regular updates about the emergency/incident on our website and once you register with the service using your email address then we’ll be able to send you email alerts if something is happening in your area. You can log on to the website anytime to see if there is an update and to find out more information.
What you
can do
If you don’t think we have your up-to-date contact telephone numbers or email addresses then please let us know. You’ll also be able to register to receive regular updates via email here too.
Our social media pages are updated regularly so if you use social media, you’ll also be able to find updates on our X and Facebook pages.
Don’t forget to follow us so you are kept up to date as soon as information is available and like and share with friends and family to help us spread the message.
Providing water during an incident
For prolonged incidents where your water supply is affected, we will provide an alternative water supply to all affected customers, either by bottled water or bowser (mobile water tank). As a minimum we’ll make available 10 litres of water per person per day within the first 24 hours and maintain this until we can get your water supply back.
Alternative water will be made available for collection through ‘alternative water stations’ or water collection points. We work with local authorities to identify, in advance, suitable locations for these stations which will allow us to quickly set them up in the affected area and as close to customers as we can.
Once these sites have been set up we’ll publish their locations on our website, various social media channels (X and Facebook), send text messages and or emails or you can ring us to find out where they are. We’ll also let the various local authorities and other public services know where they are, to help promote their location.
If we’ve made water available via a bowser then we would recommend that you bring a suitable container to fill with water (remember you’ll need to be able to carry them), although we will have some 5 litre containers available for you. You’ll also receive a leaflet from us explaining various health and safety matters relating to using the water.
As our main concern is to get your tap water back as quickly as possible, and also make sure there is alternative water available for all of our customers who are impacted, we cannot deliver bottled water to your home. See the section below on Need extra help? for more information on how we may be able to help you.
If we have issued a notice asking you either to not use your water or to boil before use, it’s usually because water quality tests have given us reason to believe that the water does not meet the requirements for drinking.
A Boiled Water Notice/Do Not Drink will be issued directly to those customers affected through text messaging, email and by post. Notifications will also be issued on our website homepage, our social media channels and through local press.
We will notify you directly when your supply has returned to normal.
When severe weather is forecast (which can increase the risk of your water supply being interrupted) you may want to consider keeping some commercially bottled water for emergency use. This water has a long shelf life and all you really need to do is keep it stored in a cool, dark place (but please follow the manufacturer’s instructions). However, if you or anyone in your household is on dialysis, please consult your medical team to ensure that the mineral content of any bottled water you purchase is safe for you to consume.
We strongly encourage any of our customers who are on dialysis to register on our Priority Services register straight away so that we can ensure they have bottled water delivered should an incident occur. Please see 'Need extra help?' to find out how to register.
If we’ve made water available at an alternative water station and you cannot get there but can get to a shop to buy some, then please keep your receipt as we may be able to reimburse you.
Please also remember any elderly neighbours or those that may not be able to get out to pick some water up – would you be able to help them?
Any bottled water we provide will meet the same water quality standards that apply to tap water. However, if you need to use it to make up infant formula, the water should be treated as you would your tap water and be boiled (to sterilise it) before it is used. The advice given by the NHS for making up infant formula can be found by following this link: NHS advice.
Bottled water you have purchased from a retailer will also need to be boiled (to sterilise it) before making up infant formula. However, you must check the label before using it. If the water contains more than 200 mg/L of sodium or 250 mg/L of sulphate it should not be used to make up infant formula.
If you require water due to a specific medical need or health condition that would make it difficult for you to get bottled water yourself, and you’ve already told us about it (by signing up for our Priority Services Register) then we will arrange to have it delivered to you, where we can.
Everyone who works for Welsh Water carries an ID card and is happy to show it. Usually, we drive vans with the Welsh Water logos on. Sometimes we use contractors, who may drive different company vans, but they’ll still have their own ID card, and will follow the same rules as regular Welsh Water people.
We will always try to restore your water supply as quickly and safely as we can. If we haven’t restored it within 12 hours of knowing about the problem, then we will give our household customers £30 and our business customers £75 within 20 working days. For ever further 12 hours the water supply remains interrupted, we will pay an additional payment (£30 household customers and £75 business customers).
Read more about support during incidents from Ofwat (the economic regulator for water) and the CCW (the consumer body for water).