Dwr Cymru Welsh Water

COVID-19 (Coronavirus) – A Message to Our Customers - 28 March 12:00

We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.

We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still 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 water and wastewater services to customers.

Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.

If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.

If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this 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 apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.

Developer Services

A notice to developer services customers 

With the current situation across the UK regarding the spread of Covid-19 (coronavirus), we wanted to share an update on the steps we’ve been taking to prepare so we can protect the health and wellbeing of our colleagues, our customers and the communities we serve. It is now more important than ever that we continue to provide drinking water to customers to enable customers to follow public health guidelines and wash their hands.
As a company which provides an essential public service, we are acutely aware of the huge importance of maintaining our water and wastewater services during these unprecedented times. To achieve this, we have been running a dedicated Crisis Management Team for several weeks to strategically coordinate all our activity and ensure continuity of service.

What does this mean for you?
We're doing all we can to maintain services to our developer customers, while closely following the advice issued by public health agencies. For our developer services, this means an increasing number of our team are working from home. As a result we have temporarily changed the hours our phonelines are open. Our phonelines are now open 9:00am to 4:00pm Monday to Friday. Currently, the impact on our services is limited. However, we realise the situation is rapidly changing, and are therefore closely monitoring events so we can take any required steps and keep customers updated. This might mean we have to start prioritising certain works, especially if they are field based.

Obviously this is a very challenging time but please be assured that we are – and will continue – to do everything we can to continue providing our essential services. We will provide you with further updates in due course, however should you have any queries in the meantime, please do not hesitate to contact us on developer.services@dwrcymru.com or by ringing us on 0800 917 2652.



Alternative toilet (WC) regulations 2020

Developer Services are here to help members of the public, builders, local authorities and housing developers. We are the first point of contact for all your water and sewerage enquiries from pre-planning advice to new connections.

Welsh Water’s performance against levels of compliance and reporting of standards has been measured as part of Water UK’s independent audit. The full results can be found on the Water UK website.

The Developer Services web pages have recently been updated.

If you are considering moving to a new property you may wish to learn more about our plan sales and search service.

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