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.

Surface water rebate

You may be entitled to apply for a surface water rebate. We have provided some useful information below so you can find out if you qualify to receive a rebate and how you can apply.

What is surface water?

Surface water is rain water that falls onto a property and runs from drainpipes, drives or paths into a drain or a road gulley into a public sewer. For most customers, the cost of removing and treating surface water is included in their sewerage charge.

However, there are some properties where surface water does not drain into one of our sewers. For example, rain water may drain into a purpose-built soak away or into a stream, river or watercourse via a private sewer. If this applies to your property you may be able to claim a reduction in your charges. We call this the surface water rebate.

We know that there are companies out there who will contact you claiming to be able to reduce your water bill. These companies usually charge a fee to investigate if savings are possible, or keep part of any savings that are identified. Remember: there is no need to pay a third party for something that you can do directly with us for free.

What is a surface water rebate?

Almost everyone who’s connected to our sewer network pays towards the overall cost of looking after rain water or surface water that enters our system.

But if your property’s surface water ends up somewhere other than in our sewers, then you can claim a reduction in the amount that you pay towards this cost.

Do I qualify?

In order to apply for the reduction you must be connected to our public sewer and currently pay sewerage charges. Please note that collecting surface water from a roof into a water butt does not qualify for a reduction as this isn’t a permanent fixture.

You only qualify for the discount if no surface water, rain water or ground water enters our network. There is no reduction for partial drainage, for example, some water enters a soak-away and some water enters our network.

How can I apply?

For domestic and small commercial properties:

  • You can complete the application form in our booklet and return to us at Dŵr Cymru Welsh Water, PO Box 690, Cardiff, CF3 5WL.
  • You can call us on 0800 052 0145. We’re open 8am to 8pm Monday to Friday and 8.30am to 1.30pm on Saturdays

What happens once I have applied?

Once we’ve received your application, we will contact you to let you know what will happen next. We will probably need to visit your property to confirm the drainage arrangements. It’s really important for you to continue to pay your charges as normal while we review your application. If we cannot accept your application or you are not entitled to the rebate we will explain why.

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Surface Water Rebate Booklet

PDF, 73.6kB

Download the Surface Water Rebate booklet & application form