COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is 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.

Water regulations


Water regulations are vital in ensuring we are able to provide our customers with the best possible drinking water and safeguard our supply.

This is why we have a water regulations team that enforce the water supply (water fittings) regulations 1999 (or ‘the regulations’). This allows us to help keep your water supply safe, and deal with problems that can occur if the wrong plumbing systems and fittings are installed and connected to our drinking water supply.

The regulations help deal with things like contamination of drinking water, drinking water being wasted, and not being used in the right way (such as very unusual levels of water use, and incorrect measurements of the water being used by the customer). So as well as health benefits, the regulations can help in saving water.

The regulations are a really serious matter, and it’s important that any breach of the regulations are rectified. Sometimes this means that if customers don’t want to fix the problems, it’s in our powers to use the law to get it resolved. This can lead to fines and warrants, or even prosecution.

Like other water companies in the UK, Welsh Water is a member of The Water Regulations Advisory Scheme. This helps in the sharing of best practise, and keeping up to date with all things ‘plumbing’. Our enforcement policy also explains more about the way we work.

The following sections give you more information about the regulations, and will be useful for customers as well as people working in skilled trades, like plumbing. If you require any further information or would like to talk to a member of the Water Regulations team you can e-mail us at waterregulations@dwrcymru.com.