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.

Project Cartref

Fixing leaks free of charge in your home.


Supplying clean, safe, fresh water direct to your taps is essential to the service we provide here at Welsh Water and we work around the clock to ensure we can do just that.

Project Cartref

Fixing dripping taps and leaking toilets free of charge in your home.

Enter your postcode below to see if we're fixing leaks in your area.


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We’re sorry but your area is not currently part of the Cartref scheme.

We do have more help and advice available on leaks elsewhere on our website.

Find out more
  • Part of the service includes fixing leaks throughout our network.

    Throughout selected targeted areas, we are now able to provide a support service direct to customers to help identify and fix leaks or support to assist with leakage repairs within your homes,

    Leaks can take many forms, and in a lot of cases customers may not even be aware of them. Large volumes of water are wasted through things like leaking/dripping taps or fixtures within your toilet not working as they should. 

    As part of our service to you as a customer, we offer an appointment at your home with one of our engineers to identify what may be causing the leak, and where we are able to fix them, we will do so on the spot.

    A number of common leaks can be fixed completely free of charge. We’ll explain the types of repair we can do when we meet.

    If you think you have a leak enter your postcode in the checker above.

    While we are with you our engineer will carry out Basic Water Regulations checks and discuss/install water efficiency devices free of charge.

    If you think of any more questions, have received a letter from us or wish to make an appointment, please contact the Cartref team at Cartref@dwrcymru.com