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.

Landlord services


The Welsh Government have introduced regulations that impact on any landlord whose property receives water or sewerage services from Welsh Water.

The regulations require landlords to ensure Welsh Water are informed of any change of tenants in their properties within 21 days. If this isn’t done, the landlord can become jointly and severally liable for the water and sewerage charges.

We need to know:

  • The property address
  • The title, full name and date of birth of all adult residents
  • The tenancy start date

Our preference is that the information is provided through landlord tap. Anybody can register to provide information and use this website. It’s easy to use and a permanent record is kept of updates which offers the landlord confidence that the information has been passed to us, as the evidence is there to see.

Alternatively you can get in touch with us and provide the information to us directly.

You can also get a copy of the Welsh Government’s guidance.

Not sure about your obligation to us? Then watch the short video below