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.

Coronavirus - Help form

COVID-19 (Coronavirus) – concerns about paying your water bill

We are here to help

We know this can be a worrying time for everyone in quite unprecedented circumstances. Please be assured that we are committed to supporting you as much as we can through these times of uncertainty.

If you’re impacted by COVID-19 (Coronavirus) and in financial difficulty, and have concerns about paying your water bill please get in contact with us and we can discuss a range of options with you, including:

  • Water efficiency advice that could help reduce your future bills if you have a water meter (this could also help reduce your energy bill)
  • Accepting lower payments for a short period whilst your income is reduced
  • A short breathing space or payment holiday
  • A range of Affordability Assistance Tariffs designed to keep bills affordable for low income or vulnerable customers.

Concerns about paying your water bill


The organisations below may also be able help to you.

Do get in touch with us if you are experiencing financial difficulties due to the COVID-19 (Coronavirus) issue and can’t pay your water bill.

Please don’t just cancel your current payment plan without talking to us, as we won’t know about your problems and how we can help.

For extra help and support you can sign up for our Priority Services, click here to find out more.

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