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.

Why is my bill higher than expected?


There are a number of reasons that could cause your bill to be higher than expected. Here, we take you through the list of things to check and what can be done.

A previously estimated reading

If we had to estimate a previous reading and it was too low, your latest bill will be higher to include the extra water you have used.

A longer billing period

Your latest bill could be for a longer period than your previous bill. The longer the bill period, the more water you will use.

For example, your first bill could be for 150 days and 26m3, and your second bill be for 193 days and 33m3.

A change in the number of people

If the number of people living at the property has increased between your bills, you may be using more water. This could be changes like:

  • You had a baby.
  • You had visitors to stay.
  • A friend or relative has moved into the property with you.

Water intensive behaviour

Some tasks and chores around the house can use a lot of water. For example:

  • Renovation or decorating work which means you have used more water than usual.
  • Using a garden sprinkler or hose more often due to dry weather. A garden sprinkler can use up to 1000 litres an hour which is the same usage as a family of four in 48 hours.

A water leak

  • A dripping tap which can waste at least 18 litres a day. This would cost about £20 a year!
  • A leak on an appliance e.g. a washing machine or boiler.
  • A leak on any pipework which is your responsibility.

If you're worried you may have a leak, take a look at our help and advice article on dealing with leaks at home: