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.

My bills


Here you'll find information on how we bill you for your water and sewerage service, and how you could lower the cost of your bill.

As a customer of Welsh Water, your bill will have charges for water and sewerage services. This is the cost of cleaning water and getting it to your taps, and for taking away waste water and cleaning it before it goes back into the environment.

If you have a water meter, you'll get a bill every six months for the water you use, worked out from the meter readings you give us.

If you don't have a water meter, you'll get a bill once a year with a cost based on your property.

For more information about how we calculate your bills, visit the 'My bill explained' page.

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