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.
Private Sewer Transfer
In 2011 the Welsh Government introduced legislation that resulted in the transfer of private gravity sewers and lateral drains (which were connected to the public sewerage system before 1 July 2011) to Welsh Water on 1 October 2011. Before this date Welsh Water had no responsibility for private sewers. See ‘my responsibilities’ page to learn who owns what.
Because very little information was kept by other agencies Welsh Water has limited records of private sewers and no one knows exactly how many sewers transferred from customers to Welsh Water in 2011 or what condition they are in.
Our assessments suggest that the transfer resulted in 17,000km of private sewers and lateral drains to Welsh Water – almost doubling our sewer network overnight.
We are committed to identifying and accounting for the environmental implications of all of our activities, and for recognising and considering opportunities for economically sustainable environmental benefit.
In preparation for the transfer we wrote to all of our 1.2 million customers and worked with many other organisations to make the transfer as smooth as possible for all organisations involved in operating these assets.
The result of the transfer is that thousands of home and business owners in our area will no longer have to worry about repairs and maintenance of drains and sewers which, until 2011, they were responsible for.