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.

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: