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.

WaterSure scheme


If you already have a meter, or have requested one, the WaterSure scheme puts a cap on the amount you have to pay for your water.

How does it work?

WaterSure caps your annual metered bill amount so you won’t pay over a certain amount for the year, no matter what your actual consumption is.

The WaterSure Wales charge from 1 April 2020 to 31 March 2021 is £343 (£143 for water, £200 for sewerage).

Am I eligible?

The scheme is available to customers who already have a water meter, or opt in to have a water meter fitted. To be eligible, you must be receiving a qualifying benefit or tax credit and either :

  1. have 3 or more children under the age of 19 living at your home who you can claim Child Benefit for, or
  2. have a member of your household with a medical condition that requires significant use of extra water

Qualifying benefits

You must be in receipt of at least one of the following:

  • Income Support
  • Income related Employment & Support Allowance
  • Income-based Jobseeker's Allowance (JSA)
  • Pension Credit
  • Housing Benefit
  • Attendance Allowance (AA)
  • Working Tax Credit
  • Child Tax Credit (except families in receipt of the family element only)
  • Universal Credit
  • Disability Living Allowance (DLA)
  • Personal Independence Payment (PIP)

Medical conditions

Common conditions which require a significant amount of extra water can include:

  • Desquamation (flaky skin disease)
  • Weeping Skin (eczema, psoriasis, varicose ulceration)
  • Incontinence
  • Abdominal Stoma
  • Crohn's Disease
  • Renal failure requiring home dialysis (except where the healthy authority contributes to the cost of the dialysis

If you condition is not listed here, but still requires a significant amount of water, you may provide information in your application.

You don't meet the requirements if...

  • You don't have a water meter fitted at your property. If you'd like to have a meter fitted to qualify, please complete the WaterSure Wales application form, including the meter application form on page 5.
  • You water your garden with a non-handheld appliance, such as a sprinkler or domestic irrigation system.
  • You have a swimming pool or pond with a capacity of over 10,000 litres.
  • The property you're applying for isn't your main home.
  • Your property is used for commercial purposes.
  • You share payment of your bill with your neighbour(s)

How do I apply?

You can apply by downloading our WaterSure Wales application form.