Our telephone lines

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Updated: 08:00 01 December 2020

We're still experiencing problems with our telephone lines and are working hard to resolve the problem. We would like to apologise for any inconvenience caused.

Did you know that you can also do any of the following online without having to speak to us?
Let us know you're moving
Set up a Direct Debit or payment plan
Make a payment
Give a meter reading
Find any operational issues in your area

Thank you for your patience.

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 £399 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.