Dwr Cymru Cyfyncedig (Welsh Water)
Contact Details
Dwr Cymru Cyfyncedig (Welsh Water)
Pentwyn Road
Nelson
Treharris
Mid Glamorgan
CF46 6LY
Contact Information
- Head office 0144 345 2300
- Customer services 0800 052 0140
- Website www.dwrcymru.co.uk
- Billing and account queries 0800 052 0145
- Water meter enquiries 0800 052 0140
- Leakline 0800 281 432
- Water services 0800 052 0130
- Sewerage services 0800 085 3968
- Bogus caller 0800 281 141
- Minicom text 0800 052 4125
- Publications 0800 052 0138
- Welsh language line 0800 052 6058
- Education 0800 052 0139
General Information
Welsh Water is the 6th largest water company in England and Wales and provides water supply and sewerage services to over three million people in Wales and some of its adjoining areas. 1.2 million household customers and over 110,000 business customers are supplied by Welsh Water.
In the relatively wet area that Welsh Water covers, they abstract 5% of annual rainfall to supply on average about 900 million litres of water a day. To do this, they operate 84 impounding reservoirs, 740 service reservoirs, 106 water treatment works and pump water through a network of 26,800km of water mains.
Welsh Water also have a network of 17,600Km of sewers bringing the waste water to 850 water treatment works along the coast of Wales and alongside rivers.
- Welsh Water supply both water and sewerage services.
- Water hardness varies in this area from soft to moderately hard. Welsh Water can give you more details.
- Water quality is continually tested and in 2003 99.85% of tests complied with regulations.
Customer Services
Level of Service
Last year over 1.2 million telephone contacts from customers were taken. Over 80% of these were billing enquiries and we answered 98% of all calls within 30 seconds.
Special Service Offered:
- Maintain a register of customers with special needs, such as dialysis patients, giving priority in event of a problem with water supply.
- Customer call centre has a minicom telephone system to help customers who are hard of hearing.
- Main publications available on audiotape.
- Bill is available in large print or in Braille.
- Password scheme, a bogus caller hotline and a customer nominee system to help protect elderly and vulnerable.
Rang twice in a month re to much chlorine in the water . No improvement so far.
Nine o’ clock on a Saturday evening and what a pleasure to have the leak line telephone answered in less than one second by a very courteous lady who knew exacltly what she was talking about and dealt with my query with the utmost efficiency. Well done !
I have rung 4 times in 3 weeks about brown water coming out of the taps which has got worse. They said someone will vent the pipes on the first of May. Water still brown and I pay rates for this.
Very polite lady! She was very helpful put my mind at rest, it was nice to speak to someone at 6.15 on a Saturday evening and get helpful advice.
I phoned up to receive payment plan one person told me a set price per month. Then a few months later get a letter stating I’m behind only to phone up once again to be told that the price they set up was wrong and instead of letting me know they carried on letting me go in arrears. Now they expect the full amount or adding on charges. What a laugh, means the amount of rain we have had this year but still have to pay over the top.
My whole street water supply was cut off with no notice, rangi up to report it and the man on the phone was nasty, shouting etc. He refused to transfer me to the manager to complain, refused to give full name etc. Not bad for the hottest day so far, no water and a 2 year old unable to be bathed or given drink. Very bad service!
Water leak noticed on a bank holiday Monday at 0800hrs, called WW and they answered within one second. Engineer out first thing tomorrow I hope!
The chlorine in our water has got stronger since they started building a new housing development near us. This has given me such an upset stomach that I have had to pay for bottled water to go in my kettle. When I phoned I was told the chlorine levels are normal. This is utter rubbish. I have lived in this house for 7 years and never had a problem before. Every few weeks I get really ill again and it’s all because of the water (we even changed our kettle and bought a new one in case it was the kettle but we worked out it was the water). The chlorine levels are too high, you can really smell it most of the time throughout the day in the water. When are they going to do something about it?
Could you please advise me on turbidity sensors for household use. I feed off a borehole and experience very fine silt in the water supply, I’m wanting to fit a turbidity sensor to my supply before it fills my water tank. Is their any advise you can give, suppliers etc.
Why not write to customer if there is a discrepancy in what has been set up by DD to what the charges are now? My elderly and disabled mother had a phone call that terrified her when someone from the DD department called to tell her should be paying twice as much. When did the charges go up last year anyway? WW needs to be more answerable to the public in how it spends our money plus put a stop to harassing vulnerable customers.