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.

Reducing your water bill


We are aware that there are companies out there who will contact you claiming to be able to reduce your water bill. These companies usually charge a fee to investigate if savings are possible, or keep part of any savings that are identified.

Lots of these offers relate to surface water rebates, but there is no need to pay a third party for something that you can do directly with us for free.

Some companies who offer to cut your bills may also ask that you pay your water charges to them rather than directly to us, and sometimes these payments may not be passed onto us. If this happens, you as the customer would still be directly responsible and if you have paid someone who has not paid us, we will seek to recover what we are owed from you (even if you have paid someone else).

You can also find some advice on the Consumer Council for Water Wales website click here. The Consumer Council for Water Wales looks after the interests of water consumers in Wales and England.

What next...

If customers think that they may be eligible for any reduction in their water or sewerage charges, we would encourage them to: