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.

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.