Covid 19 – Our customers in local lockdown areas

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Updated: 18:00 28 September 2020

With the Welsh Government introducing lockdown measures in areas across Wales, we are having to take additional precautions to help keep our colleagues and customers safe in these areas. These areas currently are:

  • Rhondda Cynon Taf County Borough
  • Caerphilly County Borough
  • Merthyr Tydfil County Borough
  • Bridgend County Borough
  • Blaenau Gwent County Borough
  • Newport
  • Llanelli (town)
  • Cardiff
  • Swansea
  • Vale of Glamorgan
  • Torfaen County Borough
  • Neath Port Talbot County Borough

We know that our role – providing water and wastewater services - has never been more important. As essential key workers, you will still see Welsh Water employees working across these areas to maintain services but we will continue to carefully implement social distancing and safety procedures. All of our colleagues will also adhere to rules on wearing face coverings in indoor public areas.

We are temporarily limiting visits to households in these areas to doing emergency or essential works. Examples includes if you have issues with your water supply or flooding in the property. Please get in touch with us as usual and we will advise you what will happen next.

Before we visit, our teams will contact you in advance to confirm that no-one has shown (in the last 48 hours) or is currently showing any COVID-19 symptoms.

We appreciate that this may cause some inconvenience, but we hope you understand that we’re doing this to keep you and your families safe.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

Working together to tackle leaks


Water is an important natural resource and on average, we find and fix over 100 leaks every day. Together, we can protect our most important natural resource.

In 2019 we experienced the hottest June on record - with only 24% of the long-term average rainfall during the month. With the dry period extending into July and only limited rainfall over the summer, we all need to play our part in making sure we use water efficiently.

With the hot weather expected to arrive again, we have been redoubling our efforts to crack down on leaks from our network and at customers’ properties. We have 450 people out working flat out to respond to these reports, so we preserve as much of our vital natural resource as possible.

We are also spending an extra £1.5 million a week to make sure the water keeps flowing to all our customers across Wales, Herefordshire and Deeside - and we want you to help us too.

Finding leaks

Over the last few weeks, nearly 2,500 leaks have been raised for repair thanks to customer reports and our own efforts to detect them.

But many of these leaks we find are on customers’ land - so if you spot a leak on your land (on the drive or in the garden, for example), get in touch with us straight away so we can arrange to come and see if we can fix it free-of-charge.

However, if you find a burst or leaking pipe inside your property, it’s your responsibility to fix and we’d recommend contacting a qualified plumber.

Report a leak

If you find or suspect a leak, you can contact us 24/7 on 0800 281 432, or by using an easy online form or webchat function.

Some things that can help us are:

  • Location of the leak - full address if possible and whether it's in the road, pavement etc.
  • How bad the leak is? ie. is it a trickle, flow or burst.
  • How long it has been leaking.
  • If the leak is causing a hazard ie. a slip hazard or causing pedestrians to walk in the road.
  • Your contact details in case we need more information.

What else should you do?

While the dry weather is still with us, we’re urging customers to use as much water as you need but to use it wisely. Here are some things you should do to make sure you’re not wasting water.

  • Take a break from watering the garden – the lawn will grow back quickly once it starts to rain
  • Take a short shower instead of a bath
  • Don't leave the tap running when brushing your teeth
  • Always make sure any washing machines and dishwashers are full