Covid 19 – Our customers in local lockdown areas

information icon

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.

Unmeasured bills explained

If you do not have a water meter, you will be charged a fixed cost each year based on your property. Here, we break down the bill so you know what you're being charged for, and what you need to do.

How is my bill calculated?

The amount we charge is different for all properties. We bill from 1st April to 31st March, or from your move in date to 31st March if you have recently moved in. A fixed rate for the year is based on:

  • Property size
  • Number of rooms
  • Local amenities
  • Property location
  • General condition

We do not bill for the amount of water you use, or the number of people at your property. If you would prefer to be billed for the amount of water you use, you can use our calculator to estimate your usage and charges then apply for a meter online.

Household Unmeasured Charges

Unmeasured bills are sent once a year and take one of two formats, either:

Rateable value (RV) charge - the bill will be made up of a standing charge plus a charge per pound (£) of rateable value for the property


Uniform Service Charge (for properties built between 1 April 1990 and 31 March 2000) - charges are based on the average rateable value of properties in Wales.

Our charges are:

Unmeasured Water Services £
Standing charge 135.03
RV based charge - per poundage of RV 0.8631
Uniform Service Charge 247.23 
Unmeasured Sewerage Charges £
Standing charge 191.30
Standing charge -Foul only 141.79
 RV based charge - per poundage of RV  1.2441
Uniform Service Charge 353.03 
 Uniform Service Charge -Foul only  303.52
 Surface Water only - includes highway drainage  46.23

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.

What happens when I get my bill?

We will send your unmeasured bill once a year between February and March for charges from 1st April to the following 31st March (like your council tax bill).

Your bill has to be paid in 14 days of receipt unless you have a Direct Debit or payment plan in place. If you pay your bill by 1st April, you will get a 1.5% discount off your charge.

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.

If you're moving house

If you move out of an unmeasured property before 31st March and your bill was paid in full, any over payment will be refunded or transferred to your new address, so you will not lose out.