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

information icon

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 saving tips for households


Although rain falls freely from the sky, we’ve been lucky enough recently to experience some dry spells. At Welsh Water we put a lot of work, energy and love into ensuring you get a safe, clean and fresh water supply direct to your taps.

Our teams are also working seven days a week, and often overnight, fixing leaks as soon as we find them. 

But getting water through our pipes fast enough is a real challenge in some areas and this is often worse at peak demand times – usually in the evenings and at weekends. 

By using all the water you need, but being careful not to waste it, you can really help make a big difference.

Here are some of the small changes you could make:

Saving water in the bathroom

  • Take a shower and reduce the number of baths you have
  • Put the plug in the basin when you wash and use the collected water instead
  • Don't leave the tap running when brushing your teeth
  • Always make sure taps are turned off fully
  • Fix a water efficient shower head, available from our Product Portal
  • Fix any leaking taps to avoid wasted water
  • If you are installing a new bathroom, always choose water efficient products

Saving water in the kitchen

  • Use a washing up bowl when washing up
  • Fix any leaking taps
  • Wait until you have a full load before doing your washing
  • Only fill the kettle with the water you need
  • If you are purchasing a new appliance which uses water, be sure to check how water efficient it is

Saving water in the garden

  • Use a watering can or handheld hose pipe instead of a garden sprinkler
  • Fit a hose trigger gun when using a hose, available from our Product store
  • A water butt is a great way to collect rainwater for use in the garden – available from our Product store
  • Add water retention crystals to pots, tubs and hanging baskets to help keep compost moist, available here on our Product store
  • Don't cut lawns too short and save the clippings to use as mulch to improve soil health