Dwr Cymru Cyfyngedig (Welsh Water)
Contact Details
Dwr Cymru Cyfyngedig (Welsh Water)
Pentwyn Road
Nelson
Treharris
Mid Glamorgan
CF46 6LY
Contact Information
- Customer services 0800 052 0145
- Website www.dwrcymru.co.uk
- Billing and account queries 0800 052 0145
- Water meter enquiries 0800 052 0140
- Reporting a leak 0800 281 432
- Water services and emergencies 0800 052 0130
- Sewerage services and emergencies 0800 085 3968
- Minicom text 0800 052 4125
- Publications 0800 052 0138
- Welsh language line 0800 052 6058
- Media enquiries 02920 556 140
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.
Water supply in Aberystwyth over the past few months is appalling, the water will randomly taste very very bad, almost sickening. Have got a new kettle and a water filter. In my opinion Welsh Water add far too much chlorine to the water and completely FAIL to monitor or address this issue effectively. Called to complain, was rudely told this is Normal. What a disgrace.
I can’t believe WW can charge such high amounts for water. They told me today 8th Aug 2009 that they charge £20 per person per month for water/sewage. Unbelievable!! Wales has the greatest rainfall in the entire world, they should be paying us for using it!!
The chlorine levels are way too high (I live in Haverfordwest in Pembrokeshire). When you run the tap it smells like a swimming pool. I have to buy mineral water in bulk as tap water makes me feel ill, even though I have tried filtering it. It’s costing me a lot of money. I have complained to the DWI and urge others to do the same.
I had a water meter fitted and had the bill, big shock, I got a leak, had to have a new water line from road to my sink to find it was not my problem as welsh water two goes of fitting the meter and it was their fault I had a leek and after all my drive has been ripped apart that say that’s the way the cookie crumble. Will I get any compensation for all the upset,
can anyone help?
We are having a meter installed and rang for advice (19:30 Friday evening). Excellent customer service. They answered phone straight away and were really polite and helpful.
Very good.
re: “I can’t believe WW can charge such high amounts for water. They told me today 8th Aug 2009 that they charge £20 per person per month for water/sewage. Unbelievable!! Wales has the greatest rainfall in the entire world, they should be paying us for using it!!”
I’m sure that WW would provide water for free, but for the cost of pipes, treatments and energy to pump the water… There may be plenty of water, but this does not determine the cost!
Does anyone have any information on the Leakage Repair Scheme, I phoned WW as their Customer Information Leaflet states that they will endeavour to repair/replace one leak free of charge within three years at the same property. I’ve been waiting for a Call Back from WW for 4 days now as I need to speak to my nearest WW Contractors to speak about the amount of work to be done?
Can anyone help, we have a small shop with no water or toilet but welsh water are trying to charge us for water and sewage even though they know we have no water.
They say we must pay, when we said you would not come into our shop and pay for an item and not take it away with you they just said that’s the way it is and we must pay. Anyone else come across this?
Ask to be put on a meter it then puts the ball in their court.
Rang Welsh Water on Sat am – ok you can expect a bit of a wait – but spoke to helpful lady – advised I am leaving property – she was efficient – closed the account – only tiny complaint – they can’t refund any Direct debit overpayment back to my bank – they have to send a cheque. But service was good