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.

Wastewater


Our sewerage systems collect domestic wastewater from drainage outlets around your home and carry it through a network of underground pipes to our treatment works. Here the effluent is cleaned and returned to the environment.

In some areas our sewers carry wastewater and rainwater in one pipe; combined sewers, and in other areas they carry rainwater and wastewater in separate pipes; separate sewers.

In the eyes of our customers a good sewerage system should be “out-of-sight and out-of-mind” and this is the service that Welsh Water aim to provide 24 hours each day and 365 days a year.

However, sometimes blockages and other faults occur, which we aren’t able to prevent and we need your help to tell us about these.

Occasionally these faults will occur on parts of the drainage system that you are responsible for and it’s important that you understand where your responsibility ends.

Proactive Sewer Inspections

We receive around 2,000 reports of sewer blockages each month from our customers.
 
Whilst many of these blockages will never happen again, some customers do suffer with repeat problems.
 
We’ve now begun a pilot programme to identify communities that have experienced a higher than average rate of sewer blockages.
 
To try to prevent these problems happening again we’re now making inspections of the sewer network in these areas to check that everything’s flowing as it should, that our pipes are in good condition and that customers aren’t flushing the wrong things down the drain.
 
We can’t get round all our communities this year, so we’re prioritising where we visit based on the history of problems in the area, as well as forecasts of where our next sewer blockage hotspots will be.
 
We’re letting customers know when we’re due to be in their area. In the meantime please continue to report any sewer blockages to us and be careful what you dispose of down the toilet or sink – following the simple steps that can be found on our Let’s Stop the Block pages.