COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is 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.

View your account online


Your My Account service has changed...

What has changed?

Our new BETA service My Account went live on 14th July 2020.

What does this mean?

If you had an account with our previous service (before 14th July 2020) you will need to re-register for the new and updated service using your Customer Reference Number.

This service is available to:

  • New Household Customers
  • Existing Household Customers

This service is not yet available to Commercial customers, you would need to continue to use the 'My Bill' service for now.

Be the first to know about any incidents in your area

Check if there is any ongoing work or reported incidents in your area, and sign up to receive alerts and updates.

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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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