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

information icon

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.

2015 Drought Plan


The Dŵr Cymru Welsh Water Drought Plan outlines our strategy for managing operations through prolonged dry periods that could result in significant shortages in water resource.

Dŵr Cymru Welsh Water is committed to providing customers with a continuous supply of safe and high quality drinking water. Over the years we have invested heavily to improve our water infrastructure and to reduce leakage but the fact remains that periods of drought still have the potential to impact supplies to customers especially with increasingly uncertain weather patterns. As a responsible water company, we need to ensure that we are prepared for any drought situations that may occur. Therefore, Welsh Water, as well as all other UK water companies, are required to produce Drought Plans.

The Dŵr Cymru Welsh Water Drought Plan outlines our strategy for managing operations through prolonged dry periods that could result in significant shortages in water resource. Our Drought Plan details how we will define a drought and our triggers for action. Droughts are highly variable and complex events, so we have to ensure that our plan is sufficiently flexible in its range of operational solutions to cope with any potential scenarios that occur.

We have also outlined how we propose to implement new drought powers known as temporary use bans (previously known as hosepipe bans) when required, how we will communicate to our customers prior to, during and following a drought period, and how we will manage any impact that we might have on the environment through our proposed drought schemes. We have prepared our plan in accordance with the relevant legislative requirements including the Habitats and SEA Directives.

We carried out a pre-consultation process prior to updating our draft drought plan. As part of this process we consulted with our statutory consultees, other water companies and provided the opportunity for our customers to make representations via our web site.

We were directed by Welsh Government to publish our draft drought plan and carry out a public consultation on the plan from 5th September 2014. We consulted widely on the draft Drought Plan which was sent to more than 80 organisations. The consultation was also made available on our website. The consultation period lasted for 8 weeks and closed on 31st October 2014. We received 3 representations, from Natural Resources Wales, the Environment Agency and Consumer Council for Water.

We are required under the Drought Plan Direction 2011 to publish a statement of response to the representations made on the draft Drought Plan within 15 weeks of the date we published the draft Plan. We published our statement of response on the 19th December 2014. This document outlines the main areas of comments received on the draft Drought Plan, how we have changed the Drought Plan based on the comments, or if we haven’t made changes the reasons for this. Within the appendices we have included a detailed table listing all comments received and our response to each one.

Statement of Response

Drought Plan Statement of Response to the Consultation

Download
638.1kB, PDF

Appendix 1 - Tabulated responses to draft Drought Plan consultation

Download
478kB, PDF

Appendix 2 - Tabulated response to the HRA consultation

Download
220.5kB, PDF

Appendix 3 - Tabulated response to the SEA consultation

Download
214.8kB, PDF

Main Report

Drought Plan - Main Report

Download
8.3MB, PDF

Appendix 1- Water Resource Zone Summary Tables

Download
8MB, PDF

Appendix 2 - Standard Precipitation Index

Download
237.5kB, PDF

Appendix 3 - Supply Side Drought Option Sensitivity Assessment and Environmental Receptors

Download
486kB, PDF

Appendix 4 - Mitigation actions for drought permit or drought order options

Download
243.2kB, PDF