Welsh Water Dŵr Cymru Contact Number, Login, Problems Solved

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welsh water logo surrounded by showerhead and water drops

Welsh Water Dŵr Cymru supplies water to most households in Wales, except for part of Central North Wales served by Severn Trent Water.

Where does Welsh Water come from? The status of Welsh Water as a public or private water company does not have any bearing on whether its water comes from one source or another. Welsh Water Dŵr Cymru depends primarily on surface water sources such as reservoirs and rivers to provide water, drainage and wastewater to the Welsh households in its supply area.

Who Owns Welsh Water Dŵr Cymru?

Welsh Water Dŵr Cymru used to be owned by Western Power Distribution until 2001.

The ownership of Welsh Water Dŵr Cymru was then taken over by Glas Cymru, a not-for-profit company without shareholders that manages Welsh Water Dŵr Cymru assets and supplies the infrastructure.

This business model makes Welsh Water Dŵr Cymru similar to pre-privatisation water supply management. Any profit made is reinvested into the company in order to insulate it against unexpected problems. As a result, Welsh Water Dŵr Cymru has the highest credit rating of the UK’s water companies.

What is water in Welsh? Dŵr Cymru is the name of Welsh Water translated into the Welsh Language. Dŵr means “water” and Cymru means “Welsh”. The company is known by either name but is commonly referred to with both in either order.

Welsh Water Contact Number

Welsh Water Dŵr Cymru has a number of options if you want to get in contact with them. If you have any problems with your supply, want to discuss your bills, or need to close your account, here are the ways you can do so.

Welsh Water Contact Number List

Calling a Welsh Water contact number is one of many ways to get in touch with Welsh Water Welsh Water Dŵr Cymru. Several Welsh Water phone number options are available depending on the nature of the query.

Here are all the Welsh Water phone number lines divided up by team or query type.

Welsh Water Phone Numbers
Welsh Water Team Phone Number Opening Times
Account Queries 0800 052 0145 Mon-Fri 8.00am-6.00pm
Move Home Account Queries line Mon-Fri 8.00am-6.00pm
Automated Payments Line 0800 028 5209 24/7
Water Emergencies 0800 052 0130 24/7
Sewerage & Flooding Emergencies 0800 085 3968 24/7
Meters Account Queries line Mon-Fri 8.00am-6.00pm
Billing and General Complaints Account Queries line Mon-Fri 8.00am-6.00pm
Water Supply/Wastewater complaints 0800 052 0130 Mon-Fri 8.00am-6.00pm

Welsh Water Dŵr Cymru Live Chat

water payments

Welsh Water live chat can be conveniently accessed from the company website by going to the Contact Us section. Most queries including emergencies can be handled over live chat. To start a live chat with Welsh Water Dŵr Cymru, you will need to provide the following information:

  1. Name
  2. Email
  3. Telephone Number
  4. Topic (selected from a dropdown)

The Welsh Water Dŵr Cymru live chat can be used to solve the following queries:

  1. Account, billing and water meters
  2. Water and sewerage emergencies
  3. Moving Home

Welsh Water Dŵr Cymru On Social Media

Welsh Water Dŵr Cymru is both on Twitter and Facebook Messenger. This social media presence is more than just a bit of PR. You can get in contact with Welsh Water Dŵr Cymru customer care teams through either Twitter or Facebook Messenger to solve general customer queries around billing and water meters as well as to report water and sewerage emergencies, such as leaks.

For a full list of contact details, check out our guide on Welsh Water Contact Information.

Where is Welsh Water Head Office? Welsh Water’s head office and headquarters can be found in Cardiff. Its CEO is currently Peter Perry.

Welsh Water Dŵr Cymru Login

water payments

There are two Welsh Water login options as the water company transitions to a new online portal. This impacts all Welsh Water Dŵr Cymru customers as their old login information will not be valid on the new account portal and everyone needs to register for the new service. It's also worth noting that the new Welsh Water login only gives you access to account information in English. However, there is a Welsh version in the works and it should be available shortly.

If you signed up to Welsh Water with the old My Bill login, you will still have access to your legacy account information for a while longer. However, that does not preclude you from needing to sign up for a new login with the new My Account online system. Since both systems seem to be distinct, it is likely you will be able to use the same email to get a new Welsh Water login.

Having a Welsh Water login cuts down on your paperwork since you can access your bill and account information at a glance from any computer or smartphone. The new Welsh Water My Account is designed to be easier to navigate and get a handle on your account balance quickly.

To register for a Welsh Water Dŵr Cymru login, you will need the following:

  1. Email address
  2. Welsh Water Dŵr Cymru account number from your water bill
  3. Postcode
  4. Telephone number

Once you get a Welsh Water login, you will go paperless and there is no way to receive paper bills by post unless you deregister from the service. However, no one is stopping you from printing out your water bills downloaded from Welsh Water My Account.

If you're having problems getting started paying your water bill, we've created a how to set up your water bill guide to help you.

Welsh Water Problems

To be aware of and solve Welsh Water problems, it is best to have an up to date Welsh Water login and to check the Welsh Water In My Area website. This website details and situates any current or upcoming outages, problems or planned work on a map of your local area. In this way, you can keep tabs on Welsh Water problems that could impact your household water supply or other issues that affect local traffic, for example.

Welsh Water Leaks

water tap

While you can report Welsh Water leaks outside your property by calling 0800 052 0130 at any time, water leaks occurring inside your property are your responsibility when it comes to getting them fixed.

While Welsh Water Dŵr Cymru is responsible for the water mains up to and including the stop tap or water meter, Welsh Water will offer complimentary repair of the private supply pipe connecting the private property to the water mains, whenever necessary and possible. However, this is not a guarantee and the private supply pipe is still the responsibility of the property owner, even in the case of a shared private supply pipe.

Welsh Water Complaints

When it comes to Welsh Water complaints, your first step is to lodge a complaint by calling the relevant helpline directly, for example, 0800 052 0145 open Monday to Friday from 8am to 6pm for billing issues.

The second step for Welsh Water Complaints is to write a letter or email. Here are all the relevant Welsh Water Complaints addresses for the second written step to your complaint. You should pick the one that best fits your complaint.

Welsh Water Email and Postal Addresses
Welsh Water Team Email Postal Address
Billing & Accounts [email protected] Billing Customer Services Dŵr Cymru Welsh Water PO Box 690, Cardiff, CF3 5WL
Water Services [email protected] Water Customer Services Dŵr Cymru Welsh Water PO Box 3118, Cardiff, CF30 0BY
Sewerage Enquiries [email protected] Sewerage Customer Services Dŵr Cymru Welsh Water PO Box 3118, Cardiff, CF30 0BY
Water & Sewer Connections, New Infrastructure & Planning Development [email protected] Developer Services Dŵr Cymru Welsh Water PO Box 3146, Cardiff, CF30 0EH

Dŵr Cymru Welsh Water aims to reply to all written communication within 10 working days of receipt. If the water company misses this target, you are entitled to £20 in compensation for the delayed reply.

Welsh Water Payment

There are several Welsh Water payment options to choose from, based on your convenience. Let's take a look at how Welsh Water Dŵr Cymru lets you pay your water bill.

Welsh Water Payment Options

Direct Debit

This is the most convenient way for many people since it's a "set it and forget it" way of paying for your water bill. You can get started by logging into your Welsh Water Dŵr Cymru account. Additionally, your direct debit payments are protected by the Direct Debit Guarantee.

Online Payment

With your debit or credit card in hand, you can call up 0800 028 5209 or go to the Welsh Water Dŵr Cymru website to pay your water bill at any time. Just make sure you also have your account number so you can put the Welsh Water payment through easily.

Bank Transfer

To make a Welsh Water payment through your bank, you will need to following details:

  1. Sort code: 522107
  2. Account number: 01500007

Make sure you include your full Welsh Water customer account number when requesting the bank transfer. If you are making a bank transfer from abroad, you will need different details, while the customer account number requirement remains so that your payment can be correctly identified.

  1. IBAN number: GB51 NWBK 5221 0701 5000 07
  2. BIC number: NWBK GB 2L

Payment Card

You can request a Welsh Water payment card that will work at post offices, local shops or petrol stations. Using this payment card, you will be able to pay your bill in instalments at any Paypoint location. There is no fee when using the Welsh Water payment card. Be aware that this isn't a debit card and can only be used to pay your Welsh Water bill.

Post Office or Bank

Besides the bank transfer and Welsh Water payment card options, you can also pay by filling out a Giro payment slip. This Welsh Water payment method replaces cheques in Post Offices since you can't pay by cheque there.

Sending a cheque

You can mail a cheque along with the giro payment slip that comes with your Welsh Water bill. The cheque payment must be sent to: Dŵr Cymru Welsh Water, P.O.BOX 690, Cardiff, CF3 5WL.

Before sending your cheque and giro slip, make sure to check the following:

  1. Payable to Dŵr Cymru Cyf.
  2. Customer reference on the back.

Need to take your complaint further? If Welsh Water's response to your complaint has not been satisfactory, or they have not responded within 8 weeks, you should take your complaint to the Consumer Council for Water. You should not take your complaint to the water regulator Ofwat because they will not be able to help you.

Is Welsh Water More Expensive?

Welsh Water Dŵr Cymru has a reputation of being more expensive than other water companies in the UK. It is true that Welsh Water Dŵr Cymru’s water bill is higher than the UK national average, but there are a number of reasons for this.

Firstly Welsh Water Dŵr Cymru supplies a much greater region than other water companies. Welsh Water manages the water and sewage for almost the entire country of Wales and therefore has longer pipes and more instructure to maintain. Welsh Water manages 850 wastewater treatment facilities, whereas Thames Water only manages 100.

Secondly, Welsh Water Dŵr Cymru’s business model as a not-for-profit company adds additional costs. However, this also benefits customers with greater security.

If you want to understand how your water bill is calculated and how to save money, check out our water rates guide.

Welsh Water Moving House

moving boxes

Welsh Water moving home queries fall into three main categories:

  1. Change of address to another property supplied by Welsh Water
  2. Moving into an area supplied by Welsh Water for the first time
  3. Moving out of the Welsh Water supply area and needing to close your account.

Another important aspect of Welsh Water moving home queries is whether you have a meter or not because that will affect when you notify Welsh Water about moving home as an existing Welsh Water customer.

  • If you don't have a water meter, you can let Welsh Water know you're moving home up to 14 days ahead of time
  • If you have a water meter, you must let Welsh Water know you've moved home on your move day or afterwards.

If you are a new Welsh Water customer, you can only let the company know once you've moved in and not before. The same thing happens for those existing Welsh Water customers who are moving away from the supply area and need to close their Welsh Water account - Welsh Water moving home notification after the fact and not before.

Check out our Welsh Water Dŵr Cymru moving home guide.

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