Cold Weather – A Message to Our Customers

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Updated: 15:00 01 December 2023

We’re experiencing freezing temperatures across many of our communities. This means that there’s a greater risk of water pipes freezing and bursting

We’ll still be working around the clock to keep things flowing smoothly but we also need your help.

We advise all our customers to protect your own water pipes by making sure outdoor taps and pipes are covered and check where your stop tap is just in case you encounter any problems. If you spot any leaks on our network, call us on 0800 052 0130or report online - so that we can get a team out to fix them quickly. 

For hints and tips on how you can prepare your homes for freezing temperatures visit our Winter Ready pages.

Stay safe.

Moving home

Moving home can be stressful but letting us know is easy. Here you can create a new account or let us know you're moving if you're already a customer.

Helping hand

Creating an account

for the first time?

Welcome to Welsh Water! You can create a new billing account online here.
Create an account online

If you can't complete your move online, here's other ways you can contact us.

1. Contact us

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

Live Chat

If you need advice, our customer service agents are here to help. 8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat now Offline Live Chat

Any other questions?

If you are unable to let us know online, then speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

When to let us know you've moved

If either your current or new properties have a water meter:

  • Let us know up to two days in advance of your move.
  • Remember to take a final or opening reading on the day you move. We can then bill you for what you have used whilst you were responsible.
  • If you are unable to take a reading yourself, please let us know 10 working days before you move. We can then arrange for a meter reader to visit on the day you move, to take a reading on your behalf.

If either your current or new properties do not have a water meter:

  • You can let us know up to 14 days before you move home, if you live chat or call us.
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Student advice

moving home

If you're moving into your new accommodation the above guidelines and form are also applicable to you. If you would like to find out more then we have put together some helpful FAQs.
Student advice