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.

How we work with credit reference agencies


Since 2010, water companies have been permitted by the Information Commissioners Office and OFWAT to share data with Credit Reference Agencies, such as Experian, Callcredit and Equifax.

What is a Credit Reference Agency?

Credit reference agencies (CRAs) collect and maintain information on consumers’ and businesses’ credit behaviour, on behalf of organisations in the UK.

Why do you share data with Credit Reference Agencies?

We will share data about you with Credit Reference Agencies and Fraud Prevention Agencies to better understand our customers and help

  • manage your account
  • better tailor the services and products we provide to you
  • identify early signs of financial hardship so that appropriate support can be offered
  • assist in the prevention of over indebtedness
  • verify your identity to help prevent fraud.

How will data sharing affect me?

Where payments are made on time, sharing information about regular payment of water bills should contribute positively towards building a good credit history. This may help some customers access more favourable credit and financial services and products.

Where payments are not made on time, this is likely to impact your credit score and could result in you being refused credit.

If you are having difficulties paying your bill, we may be able to help, either by reducing your future bills, or through a payment plan. It is important that you call and talk to us on 0303 3130022.

Does this comply with Data Protection law?

Welsh Water and Experian comply with the Data Protection Act 2018 at all times. The sharing of your information with Credit Reference Agencies does not require your consent. Data is shared to help Welsh Water to collect debt. It also helps other organisations in the scheme to prevent bad or unpaid debt, prevent fraud and money laundering and to promote responsible lending.

Who can access or view my personal data?

Your financial information will only be available to members of the sharing scheme administered by Experian. The information sharing scheme is carefully regulated by law and by strict rules drawn up by the organisations who share information.

I have received a Notice of Intention to Default, what should I do?

It’s not too late to act, but you need to do so now.

Contact us today on 0303 3130022. We are here to help, and we have a number of schemes that may help you reduce future bills. More details can be found at Help Paying my Bill. We may also be able to agree a payment plan going forward.

If you are having difficulties paying bills or are struggling with debt there are many excellent FREE Independent Debt advice organizations that can help you. They can make sure that you are claiming the benefits you are entitled to help you to manage your outgoings and help you negotiate with the people you owe money to. Examples are:

National Debtline

Phone on 0808 808 4000

Visit www.nationaldebtline.org

Step Change

Phone on 0800 138 1111

Visit www.stepchange.org

Citizens Advice

Visit Citizens Advice Bureau

Visit www.adviceguide.org.uk

Money Service Advice

Phone 0300 500 5000

Visit www.moneyadviceservice.org.uk

How can I see my credit report?

Experian can provide you with a copy of your statutory copy report which costs £2. Either visit www.experian.co.uk or request one by post:

Experian Ltd

Customer Support Centre

PO Box 8000

Nottingham

NG80 7WF

Telephone: 0844 481 8000

(please refer to Experian's website for call charge details)

What do I do if I find a mistake on my credit report?

You can raise a dispute by visiting Experian’s website and completing their online enquiry form. If you think Welsh Water has made a mistake that is affecting your credit report, contact us on 0303 313 0022.

Where can I get more information?

More information can be found in our leaflets Welsh Water For You and Welsh Water For You - For Metered Customers.