COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 18:00 23 October 2020

With Wales now in a firebreak lockdown (23 October – 9th November), we know that this is 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.

Could you save money by being on a water meter?


Do you live alone, not use much water, or are you looking to reduce your bill? You might save money by having a water meter installed.

Why switch to a water meter?

  • You could save money (the less water you use, the lower your bill will be!)
  • We’ll install it free of charge (for households only)
  • It helps reduce your carbon footprint (households with meters tend to use less water)
  • You can switch back to your unmeasured charge at any time up to 2 years from the date the meter was installed*.

*This option is only available to customers who have switched from unmeasured to a metered supply. If you move into a property which already has a meter, this option is not available.

Use our meter estimation calculator below to see if you could switch and save.

Unsure if a meter is for you?

Before you decide, you can use our meter estimation calculator below to see roughly what we'd expect your bill to be if you were on a meter. We'll ask you some questions and then estimate your charges. This may help you decide if a meter is right for you.

Our measured charges

Measured charges are based on a fixed service charge plus how much water you use.

If you decide to switch to a water meter, we'll send you a bill every six months..

Find out more about measured charges here.

Could you save money with a Water Meter?

Do you live alone, not use much water, or are you looking to reduce your bill? You might save money by having a water meter installed.

Just answer a few questions and see what your bill could be if you were on a meter!

How many people live at your property?

This includes both adults and children.

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How do you use your water?

Do you use a power shower, washing machine or dish washer, garden sprinkler, or hosepipe?

Please select Yes or No

Your monthly estimate

Based on the information you’ve provided, we would expect your bill to be around £{MonthlyCharge} per month if you switched to a meter.

This is just an estimate, your bill may be higher or lower than this depending on how much water you use. You would be billed based on the amount of water you use every 6 months.

If you’re interested, read on below for more information.

Your bill could be around:

£{{monthlyCharge}}

per month

or £{AnnualCharge} per year.

Next Steps

Step 1
Complete our online application form by clicking the button below. We’ll install a meter within 3 months of receiving your application (where practical to do so).

Step 2
We will contact you to arrange an appointment to visit your property.

Step 3
We will visit to check if a meter can be fitted.

  • If we can fit the meter the first day we visit, we’ll do so
  • If we can’t fit a meter the first day we visit we’ll let you know why we need to call again
  • If we can’t fit a meter but you may be able to do some work to allow us to fit a meter (e.g. install an internal stop tap, expose some pipe work) , we’ll ask you to do the work and call again to fit the meter once done
  • If we can’t fit a meter at all, no work will make it possible to do so, we’ll tell you why and we may place you on our Assessed Measured Charge

You will need to continue to pay your charges until the bill is installed.

Within a month of the meter being installed, we’ll update your water account and we’ll send you details all about it and if we’ve revised any payment plan or if there’s a refund coming to you.