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.

Improving flood prevention

As the impacts of climate change, population growth and urban creep place more pressure on our sewer and drainage networks, we believe there is an ever growing importance to work collaboratively to deliver sustainable solutions to surface water flooding.

Our Partnership Flood Alleviation Programme provides Risk Management Authorities and community groups within our operating area the opportunity to work with us to manage the risk from surface water flooding, both in terms of our assets and those of others.

Our policy here contains the principles that support our partnership flood alleviation programme and provides a clear and consistent framework for others to successfully engage and work with us. We will consider contributing to surface water flooding alleviation projects that also benefit the public sewer network or Welsh Water in the following ways:

  • Reduced risk of flooding to vulnerable communities
  • Reduced peak river flows (by up to 25%) in a small number of catchments
  • Reduction in surface water entering our networks in affected catchments
  • Reduced impact of flood events on water quality
  • Enhanced reputation.

We are looking to contribute to solutions that encourage a partnership approach to managing surface water flooding through the use of sustainable techniques such as natural flood management or SuDS. In order to apply, please ensure you have a viable project that is aligned to at least one of the benefit criteria outlined above.

All applications must be submitted using our Expression of Interest form here and be sent to our dedicated mailbox Once received, each application will go through our assessment process that takes into account our business objectives (customers, compliance and cost). When we have completed our assessment, we will make a formal response to the applicant.

Where the support of Welsh Water is required in the form of data provision, attendance at meetings etc., there is no need to complete an application form, just email your request to

Once our allocated programme budget has been spent, the fund will close until the following financial year.

If you are interested in applying for a Welsh Water contribution to a suitable project to manage surface water flooding and require more information, please see the Frequently Asked Questions below.

Who can apply?

Risk Management Authorities or groups representing the communities we serve can make an application.

What do you need to do?

All you have to do is download the application form here and return your completed application form via email to

The Welsh Water Drainage Policy Group will consider your application and make a decision on whether your application for Welsh Water funding is successful or not.

What is the criteria for getting funding?

We will consider projects that through partnership working and sustainable solutions, benefit the public sewer network or Welsh Water in the following ways:

  • Reduced risk of flooding to vulnerable communities;
  • Reduced peak river flows (by up to 25%) in a small number of catchments;
  • Reduction in surface water entering our networks in affected catchments;
  • Reduced impact of flood events on water quality;
  • Enhanced reputation.

Projects meeting one or more of the criteria above will be evaluated against:

  • The impacts upon Customers, Compliance, Cost;
  • Alignment to the key principles set out in our policy and the targeted areas for delivering benefit;
  • An assessment of the cost-to-benefit ratio from Welsh Water’s perspective.

How much of a contribution will Welsh Water make?

The level of contribution made by Welsh Water will be based on the scale of benefits and their expected impact on the performance of the public sewer network. However, once the allocated programme budget has been spent, the fund will close until the following financial year.

Following submission, applications will be considered by the Welsh Water Drainage Policy Group.

  • The Drainage Policy Group will consider the application fairly against our assessment criteria and make a decision on whether the application is successful or not.
  • Applicants will be informed of the outcome of the assessment following a decision from the Drainage Policy Group.
  • The successful applicant will be sent a Letter of Agreement which will need to be signed and returned within 28 days of receipt.
  • The successful applicant will be responsible for the project delivery. Welsh Water will not undertake any organisational or management role in the delivery of the project.
  • The successful applicant will be responsible for attaining all permissions and consents, and be legally responsible for all risks associated with the project.
  • Funding awards may be subject to agreement to participation in reasonable Welsh Water publicity activities.
  • The amount of Welsh Water contribution and the timing of any Welsh Water contribution will be set out in the Letter of Agreement issued to the successful applicant. Please note that in most instances, any contributions will be paid through our normal payment authorisation processes.
  • Successful applications may be subject to audit by arrangement following completion of the project to ensure that the project has been delivered in accordance with the application that was approved.