Welsh Water Contact Number, Email & Live Chat

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Do you need the Welsh Water contact number? There are many ways to contact them besides the Welsh Water contact number. You can also contact Welsh Water via email, live chat, or even by writing a good old-fashioned letter and popping it in the postbox – don’t forget your stamp. However you prefer to contact Welsh Water, our guide will give you all the information you need.


Welsh Water Contact Number

There is a different Welsh Water contact number depending on your enquiry. We’ve broken down the ways you can contact Welsh Water so you can find the number that you need.

Department Phone Number Opening Hours
Account enquiry 0800 052 0145 Mon-Fri 8am-6pm, Sat 9am-1pm
Moving home 0800 052 0145 Mon-Fri 8am-6pm, Sat 9am-1pm
Water emergency 0800 052 0130 24/7/365
Sewerage and Wastewater emergency 0800 085 3968 24/7/365
Water meter enquiries 0800 052 0140 Mon-Fri 8am-6pm, Sat 9am-1pm
Complaints 0800 052 0145 Mon-Fri 8am-6pm, Sat 9am-1pm
Bogus Caller Check 0800 281 141 24/7/365
Business Customers 0800 052 0145 Mon-Fri 8am-6pm, Sat 9am-1pm
Developer Services 0800 917 2652 Mon-Fri 8:30am-5pm

Welsh Water Emergency Number

When you spot a leak or if there’s flooding at your property, you will need to contact Welsh Water to report it. You can contact Welsh Water on one of their two emergency contact numbers. The one you need will depend on if your problem is with your clean water or wastewater supply. Both numbers are available 24 hours a day.

Clean Water Emergency Wastewater Emergency
0800 052 0130 0800 085 3968

Can I Report a Welsh Water Issue Online?

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You can also contact Welsh Water regarding your problem via their report an issue form, though you should only use this if it’s not an emergency.

To use the form, you will need to either know the postcode or use the provided map. To use the map, zoom in until your cursor changes to a + then you can click and drop a pin on the location, then click the blue button below the map labeled Check area. The system will check if there are any active incidents affecting that area.

You can click next and it will ask if you have a wastewater or clean water problem. Choose the appropriate option and answer the questions to narrow down the problem.

Next, it will ask you to explain what the problem is, where the problem is and when you first noticed the problem. You can click next after you have filled out that information.

The next page will ask you to fill out your contact information, and it will ask if you would like to be updated with the progress of the incident. If you would like to be kept up to date, you will need to enter a mobile number and/or email address.

The last page is a review page. Please double check the summary to make sure everything is correct. Once you’re happy, you can click submit. It will send the form to Welsh Water and they will review it as soon as possible.

Get Welsh Water Leak Updates

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You can get updates about current water incidents affecting Welsh Water customers. They will send these updates via email. You can also request updates for future Welsh Water incidents, and they will notify you when there is an incident report in your chosen area.

How to Get Updates about Current Incidents

To request an update regarding a current incident, you can go to the Welsh Water leaks map. There you can see all the current Welsh Water incidents.

You can choose to browse the map or use the search with your postcode or town at the top-right hand of the page if you prefer.

Hit the icon to view the full information about the reported incident. The information you will see includes:

  • Name - This is usually a reference to the place of the incident and may also include details about the type of incident, such as maintenance or leaks.
  • Status - This will be active when Welsh Water confirms the incident.
  • Description - This will explain what the incident is, what is being done about it and will include a reference number you can quote to the Welsh Water contact team if you require further information.
  • Last updated - Welsh Water will let you know when the incident report was last updated so you know how up to date the information is.
  • Estimated Start Date and Completion Date - They will update this when Welsh Water knows how long it will take to fix the incident. It might not show this, and remember that it is an estimate, so they may update it from time to time as the work progresses.

At the bottom of the incident report, you can choose to get updates by clicking on the envelope icon to request updates about the current incident you are looking at.

You can also share the incident report on social media by clicking the Facebook or Twitter icon.

How to Request Future Incident Notifications

There are two methods to request the updates. The first is to enter your postcode at the bottom of the map. This will open the Keep Me Informed pop-up on the left of your screen.

The second way to request updates is to choose the Keep Me Informed option on the main menu. This will open up the same pop-up.

It will fill your postcode in if you entered it at the bottom of your screen earlier. If you didn’t, enter your postcode and email address, then click the green Notify Me button.

We recommend that you also look at the Advanced Options. This will allow you to customize your incident update to widen your alert area from 200m up to 500m, and you can also give your alert a custom name so you know which alerts you have active.

What Do the Icons Mean?

There are several icons that represent the reported incident. The icon gives you an idea of what the problem is without having to click through to the more information to find out what it is.

Welsh Water map icons infographic

Welsh Water Email Address

To contact Welsh Water by email, you must use the form on their website. They do not have a direct email address for customers to contact them.

There are two options to contact Welsh Water with a form. If you are the customer and know your account number, you can choose the option for the customer form or login to your account to contact Welsh Water. If you are filling out the form on behalf of the customer, choose the other form.

Welsh Water Live Chat

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Meet Lili, the Welsh Water live chat assistant. Lili is a robot, but it is a really clever robot that can answer a lot of your questions about topics such as moving house, payments, direct debits or your bill. Lili will transfer you to a human if your enquiry needs more attention.

You can contact Welsh Water live chat during their working hours from Monday to Friday, 8am-8pm, and Saturday, 8:30am-1:30pm. Anything outside those hours, Lili will help you.

To speak to Lili, or a human Welsh Water live chat agent, just look for the Ask Lili for help button on the Welsh Water website. You can also skip directly to a human after you’ve clicked that button by pressing the Live Chat button at the top of chat with Lili.

It’s also possible to contact the Welsh Water live chat team on their social media channels Facebook and Twitter.

Welsh Water Address

Some customers may prefer to write a letter to Welsh Water, perhaps to pay your bill by cheque or to make a complaint. Whatever your reason, you can use the Welsh Water contact address, which is:


Dŵr Cymru Welsh Water
PO Box 690
Cardiff
CF3 5WL

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