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

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Updated: 09:00 04 January 2021

We know that this continues to be 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.

Drainage and Wastewater

Management Plan

The DWMP is a shared vision for the future of environmental water quality and the management of drainage and wastewater. Ultimately, it is a plan to achieve the best outcome for the environment we operate in and for the end user of these systems – our customers. 

It is a customer-driven plan that will set out how we intend to manage future challenges brought about by:

Population Growth

  • New housing developments
  • Brownfield developments (renewing previously developed land)



Urban Creep

(development of green spaces which reduce the area of permeable ground)

  • Reduction in green spaces (e.g. parks, grass areas)
  • Paving of driveways and gardens.
  • Building property extensions (e.g. conservatories)



Climate Change

  • Increased storm intensity and frequency
  • Longer dry periods
  • Rising sea levels

More information about the DWMP can be found in the strategic context document, which provides an overview of the DWMP principles, the benefits of working together, the key drivers of change, and the strategic planning objectives we aim to achieve.

Introduction to the Drainage and Wastewater Management Plan

PDF, 1.9MB

This document is the first in a series of non-technical summaries which will encompass all the outputs from the DWMP planning process and will become the draft DWMP. Public consultation of the draft DWMP is planned to take place in 2022 and will involve extensive engagement with customers, stakeholder and regulators.

If you would like to work with us on any of the Action Plans contained within this document, please contact us at

We are committed to developing the DWMP: it will help us work towards our Welsh Water 2050 vision to earn the trust of our customers every day and achieve our mission of becoming a truly world-class, resilient and sustainable service for the benefit of future generations.

Drainage and Wastewater Management Plans are being produced industry-wide in England and Wales and are based on the framework developed on behalf of Water UK – the Water UK DWMP

Working together towards a common goal

DWMPs will only fully realise their potential in delivering a robust and resilient drainage and wastewater service we aspire towards, by working closely together with all stakeholders at both strategic and local levels.

We want to work with customers, partners and organisations external to Welsh Water that are responsible for planning and managing infrastructure, flood risk and the water environment. This can include:

  • Industry regulators (e.g. Environment Agency, NRW, Ofwat, Defra)
  • Consumer bodies (e.g. Consumer Council for Water)
  • Lead Local Flood Authorities
  • Local Planning Authorities 
  • Highway Authorities
  • Environment groups
  • Interest groups
  • Communities

We want to collaborate with you on the DWMP.

We are looking to establish partnership working arrangements with representatives who – on behalf of their organisation – can assess, comment and provide agreement on:

  • the DWMP catchment approach to managing the current drainage system and future improvements to the water environment and;
  • the application of relevant plans in the DWMP catchment approach.

Please contact us at DWMP@dwrcymru.comto arrange a virtual meeting.

Areas for collaboration can range from opportunities to help raise awareness with shared customers and stakeholders, to the introduction of sustainable drainage or natural flood management measures to slow the movement of storm water. In other areas, there can be the implementation of measures that improve the quality of our rivers and coastal waters.

What planning areas will the DWMP cover? 

Level 1 - Company Operational Level - An operational area which consolidates the more localised mapping in levels 2 and 3 in a published strategic report for our whole operational area. Our high-level plan will show how we address the challenges we have identified and how we will achieve our long-term wastewater and drainage aims.

Level 2 - Strategic Planning Unit - A subdivision of the company operational area. Originally set at the River Basin Management District Catchment (RBMD) level and revised to take into account drainage from sewers. This is where we combine the significant risks identified and consult with stakeholders where collaborative opportunities lie to achieve greater benefits for all.

Level 3 - Tactical Planning Unit - A consolidation of WwTW and its catchments joined together by its river drainage system. At this level we undertake a detailed assessment of risks and opportunities. It sets out a long-term plan of interventions needed to meet the needs of the catchment, the communities that live there and our Company’s strategic plans. 


Below are the key stages in creating a DWMP:


Source: Water UK An Overview of DWMP

  • Strategic Context – Q2 2018 – Q2020
      • Identifying the big issues faced now and in the future as well as identifying actions to address them.
  • Risk-Based Catchment Screening - Q2 2018 - Q2 2019
    • Sharing information on problems and vulnerabilities that are already being experienced or have been identified.
  • Baseline and Vulnerability Assessment – Q2 2019 – Q4 2020
    • Quantifying current and future risks and their causes.
  • Problem Characterisation - Q4 2019 - Q2 2021
    • Identifying how complex and how big the problem is within an area.
  • Options Development - Q1 2020 - Q4 2021
    • Developing solutions to address the risks and their degree of uncertainty.
  • Documentation/Assurance - Q1 2019 - Q2 2022
    • Ongoing quality assurance and governance of information throughout development, collaboration and joint ownership of the DWMP.
  • Programme Appraisal Q2 2020 - Q4 2021
    • Combining solutions into a plan that gives the best value to customers, communities, the environment, regulators and government.
  • Publish Draft DWMP - Q1 2022 - Q2 2022
    • Public consultation of draft DWMP involving extensive engagement with customers, stakeholder and regulators.
  • Stakeholder Response to Consultation Q3 2022 - Q4 2022
    • Analysis of consultation responses and publication of revised DWMP draft following feedback received. Awaiting Welsh Water Board and Government’s direction to publish the final DWMP.
  • Publish final DWMPs - Q1 2023 - Q2 2023
    • Publish final DWMP following Direction to publish from Welsh Government. Extensive engagement with customers, stakeholders, regulators, Government and the wider society.


The six National Planning Objectives are:

  • Internal sewer flooding risk
  • Pollution risk
  • Risk of sewer flooding in 1 in 50 year storm
  • Sewer collapses
  • Storm overflow performance
  • WwTW compliance

How to get in touch

We want to hear from you! Please contact us at if you would like more information or if you would like to arrange a virtual meeting.

Document downloads

DWMP Strategic Context

1.9MB, PDF

Stakeholder Leaflet

3.7MB, PDF

Water UK An Overview of Drainage and Wastewater Management Plans

12.7MB, PDF

Water UK 21st DWMP Framework