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

information icon

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.

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