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.

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 the Water Regulations Advisory Scheme 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.