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.

How to read your water meter

Regularly reading your meter lets you keep an eye on how much water you're using and helps us to provide accurate bills, just please make sure it's safe for you to read before you do.

Here are some tips on how to read the meter:

  • Look at the meter location and serial number on your water bill
  • Lift the metal lid on the water meter chamber
  • If there is a polystyrene frost cover, remove this
  • Some of our meters have a lid; if there is one, open it so you can see the meter face
  • Check the serial number on your bill matches the number found on top of the meter
  • Write down the white on black or black on white digits (we don't need the red numbers)
  • Let us know your reading online using our secure submit a meter reading form.

Where is the meter located?

You will normally find the meter in the ground at the front of the property, at the property boundary or in the pavement. In rural areas, the meter may be some distance from the property. If you're not sure where the meter is, your bill gives a brief description of the meter location.

How do you clear condensation on the meter?

Sometimes, if it's been raining our meters, get condensation on the glass and the digits aren't visible. Here's how you can clear the condensation so you can take your reading.

If the meter has a magnet:

  • Place a metal object over the magnet
  • Use the metal object to move the magnet back and forth over the digits
  • When you can see the digits fully, move the magnet out of the way and read the meter.

If the meter has a clear plastic wiper blade:

  • Move the wiper blade back and forth over the digits
  • When you can see the digits fully, move the wiper blade above the digits so you can read the meter.

When we'll read your meter

We try to read the meter every six months but we know some customers with meters inside their house don't want to be disturbed. In these cases, we'll accept customer reads but once every two years we'll need to take our own reading. You can let us know your reading online using our secure submit a meter reading form.