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.

Water Direct scheme


If you're in financial hardship and you're in debt with us, Water Direct may help by paying your water charges and debt through your benefits. This means your arrears will slowly reduce, helping you gain control over your finances.

How does it work?

We're working with the Department for Work and Pensions (DWP) to offer you the option to pay your water charges through your benefits.

This means:

  • No missed payments.
  • No recovery action.
  • It's convenient as the payment is taken automatically from your benefit.

We'll also give you a £25 discount off your current year's charges.

Example of instalments

This is for illustrative purposes only and customers may have different instalments to the below.

Charge Type Amount
Current year's charges £300
Discount -£25
Arrears £250
Total amount to pay £525

We'd spread the total amount over 52 weeks, so including the discount you would be £8.99 per week and be debt free at the end of the scheme.

Are you eligible?

You may be eligible if:

  1. Your water account is for a domestic property where you currently live.
  2. Your arrears are more than £75.
  3. You're in receipt of one of the following benefits:
    • Income Support.
    • Income based Job Seekers Allowance.
    • Pension Credit.
    • Employment and Support Allowance (income based).
    • Universal Credit.

How do I apply?

You can apply online with our Water Direct application form.

By filling in this form, you agree to us submitting an application to the Department for Work and Pensions on your behalf.

You will be notified within 6 to 8 weeks of submitting your application to confirm if you have been successful. Your instalments will be confirmed if you're successful.

If you need to contact the Department for Work and Pensions directly, take a look at the ways to contact the Department for Work and Pensions.