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.

Measured bills explained

If your property has a water meter, you'll get a measured bill for the water you have used over the billing period. Here, we break down the bill so you know what you're being charged for, and what you need to do.

If you have a water meter, your bill will be made up of two parts - Household measured charges, and a service charge.

Household measured charge

Using the readings you give us from your water meter we will work out how much water you have used and charge per cubic meter*.

Water - £1.3689 per cubic meter

Sewerage - £1.6531 per cubic meter

or £1.4686 per cubic meter with surface water rebate.

*A cubic meter is 1000 litres or 220 gallons - the equivalent of 12 washing machine cycles, 12 baths, or 28 showers.

Service charge

The service covers the cost of reading and maintaining your water meter, and replacing it when it becomes necessary.

    Service charge per day    
Meter size* Water Sewerage (Full)  Sewerage (foul only)  
Upto 25mm 10.52p 25.63p  18.93p  
30mm 10.52p  25.63p  18.93p  
40mm 10.52p
 25.63p  18.93p  

The meter size will be shown on your bill*

All charges are from 1st April 2019 to 31st March 2020. Our charges are set by Ofwat, the water industry regulator. For more information on our current usage charges, please refer to our summary of household charges:

If you receive your sewerage services from Hafren Dyfrdwy, please see your charges here.

If you receive your sewerage services from Severn Trent, please see your charges here.

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Summary of household charges

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Download a summary of our household charges

What happens when I get my bill?

You will receive a bill every six months when we read the meters in your area. We'll aim to bill on an actual reading but if we are unable to read the meter, we'll send an estimated bill.

Your bill has to be paid in 14 days of receipt unless you have a Direct Debit or payment plan in place. Direct Debit is the easiest way to pay as you can spread the cost over a year, and we'll take the payments automatically. For more information, take a look at our Direct Debit page.

If you have a payment plan in place but fail to keep to the arrangement, the full outstanding balance will be payable.

What if I receive an estimated bill?

  • Option 1 - You may take an actual reading (if it's safe to do so). Send us your reading using our submit a meter reading form. We will then send you an amended bill, or
  • Option 2 - Our estimating program is very accurate. You can just pay your estimated bill as normal. We'll aim to read the meter in the next six months.

Did you know...

  • If we need to change the meter for any reason, you will receive a bill between your six monthly bills.

When you move into a metered property:

  • You may not receive a bill for up to six months, if we read the meter just before you moved in, or
  • Your first bill could be for less than six months, if we read the meter shortly after you move in. So your first bill could be lower than your next six monthly bill.
  • When you move in, we'll send you a welcome pack so you know which months your bills are sent.