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.

Get help paying your bill


If you're having trouble affording to pay your bill, please don't ignore it, we have a number of ways we may be able to help you and make your bills more affordable.

Spread the cost of your bill with Direct Debit

You can pay by instalments weekly, monthly, or 6 monthly, rather than paying in full when you receive your bill. Most of our customers prefer to pay by Direct Debit as it spreads the cost without charge, the payments are taken automatically, and it's covered by our Direct Debit guarantee.

If you would prefer to pay via a payment card you can set this up using our online payment card form.

Schemes to make your water bill more affordable

If you are already paying by instalments and you're still struggling, please don't ignore any problems. Instead, take a look at our other schemes which aim to help make your water bill more affordable.

  • Water Direct - Pay your water charges automatically through your benefits and we'll reduce your bill by £25!
  • HelpU - This is a scheme which fixes charges at an affordable rate for low income households in receipt of means-tested benefits.
  • WaterSure Wales - This scheme caps your bill at a maximum of £343 which may reduce your bill.
  • Customer Assistance Fund - If you are in debt, this gives you affordable instalments and we will help pay off what you owe.

If you have a particular problem in getting the money to us because of illness or disability, you can pay us in a different way which may be more convenient.

For more information about how and why we share data with Credit Reference Agencies, click here.