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.

View your account online


Introducing our new My Account online service

We've listened to your feedback and are developing a new service around the features you've asked for.

My Account is an easy way for you to view your bills, balance and payments online. All you need to sign up is your customer reference number (you can find this at the top of your latest paper bill), and a few of your details for us to check for security.

I use My Bill - can I switch to My Account online?

Yes! Just click on the ‘Access My Account online’ button above, and register your details to transfer your account to the new service. You’ll need your customer reference number which you can find at the top of your latest bill.

For our My Bill customers

You may have already heard of My Bill, our online service for viewing your water bills. We’re upgrading customers to the improved My Account online service, but you can still access your old My Bill account.

You can log in to your existing My Bill account below. You can continue to access your account this way while we develop My Account online services. When you’re ready to switch, just register for My Account with your customer reference number.

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