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.

Customer assistance fund

The Customer Assistance Fund is designed to help those in severe financial hardship to clear debt and get on top of their payments.

How does it work?

If you're successful in your application, we'll set up a monthly, fortnightly or weekly payment plan for your current year's charges.

Once you have made payments for 6 months, we will pay off 50% of your previous arrears.

If you make payments for a further 6 months, we will then pay off the rest of your previous arrears.

Example of instalments

This is just an example - customers may have different instalments to the below.

Based on £550 of debt, and a £400 bill for the current year:

  • Your weekly instalments would be £7.69 (£400 bill ÷ 52 weeks)
  • We pay the first 50% (£275) of your debt after 26 weeks.
  • We pay the second 50% (£275) of your debt after 52 weeks.

If you keep up with payments, over the year you would have paid your bill and we would have cleared your debt.

This is a one-off opportunity. If you fall into arrears again, the Customer Assistance Fund would not be offered.

Are you eligible?

You may be eligible if:

  • Your water account is for a domestic property where you currently live.
  • You owe more than £150.
  • You have a very low credit score with the credit agencies.

How do I apply?

You can apply online with our Customer Assistance Fund form. By filling in this form, you agree to us checking your credit score. This will not affect your credit rating but it will leave a footprint.

If you do not want us to check your credit score, you can make an appointment with your local Moneyline Cymru or Citizen Advice Bureau to complete an application form.

Once we've received your application, we'll let you know within 5 working days if your application has been successful.


If you're worrying about debt, StepChange can help.

StepChange Debt Charity is the UK’s leading debt advice charity. With over 20 years’ experience of helping people become debt free by providing practical solutions.