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.

Debt collection and litigation

Our Debt Collection and Legal process

If you’ve come to this page, it’s likely you’ve received a 'Letter of Claim' from us about an outstanding water bill.

We understand that getting this letter may be worrying and that you may have a number of questions so we’ve done our best to try and answer them for you on this page.

Before contacting us, we recommend that you read all of the information in the 'Letter of Claim' and this website, as it may help answer some of your questions.

We only take legal action as a last resort, but you must act quickly now if you want to avoid this happening. You must repay the debt owed, either in one payment or by an instalment plan which is fair and reasonable.

And remember, the best way to avoid the hassle and expense of legal action is to contact us to talk about your repayment – the sooner, the better. It’s never too late to talk to us but if you don’t contact us by the date specified in your 'Letter of Claim' you could receive a Court claim.

Letter of Claim

Claim Form

Order for Questioning

High Court Enforcement

Charging Orders

Attachments of Earnings


Service of the Claim Form