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.

WC Compliance


Do you know about the new alternative toilet (WC) regulations?

Anyone who is installing new plumbing needs to meet the Water Supply (Water Fittings) Regulations 1999. However, as of 1st January 2020 there is a new alternative way to meet these regulations for newly installed toilets.

There's a new agreement, called the ‘Voluntary Interim Agreement’, which introduces alternative acceptable backflow protection standards for newly installed toilet suites. It’s important to note that these do not replace the requirement for an AUK1 airgap arrangement, they just introduce an alternative way to meet the regulations. The agreement is also only in place for a 6-month period.

Whether you’re installing new toilets in England or Wales, you need to ensure any new WC installations contain compliant backflow protection to reduce any risks to public health.

As Dŵr Cymru Welsh Water, we are then responsible for enforcing these regulations when we inspect plumbing installations. We will accept toilets installed in line with the AUK1 airgap arrangements, or in line with the standards set out in the Voluntary Interim Agreement.

Full details of the Voluntary Interim Agreement can be found here

Got any questions? Send us an email using waterregulations@dwrcymru.com and we’ll answer any queries.