Skip to content

Close

Menu
Cymraeg

How can we help you?

Our customers usually search for:

Here for you... on Saturdays too!

Our webchat are online and available from 9am to 1pm on Saturdays while we send out annual bills to our customers. Select the chat icon in the bottom right of your screen anywhere on the site to start a chat with our friendly team.

Contact us

1. Select a Topic I have an emergency or need to report an issue

I have an emergency or need to report an issue No water / sewer & flooding issues / visible leaks / bursts / pollution etc
Bill & Account Queries Lorem ipsum dolor sit amet, consectetur adipiscing elit
Paying your bill Make a payment / Direct Debits / Payment Cards / Struggling to pay
Additional Support and Priority Services Help with your bill / Payment Advice / Join our Priority Services register
Water meters Apply / submit a reading
Request a refund Request a refund after receiving your final bill and closing your account
Notify us of a bereavement Updating someone’s account after they have passed away.
Compliments or complaints about our service Complimenting our team or raising a complaint
Developer Services Water & sewerage enquiries / pre-planning advice / new connections
Business Customers Account queries / ways to contact us
General Enquiries Get in touch, our friendly team are here to help.

2. Suggested ways to get in touch

For situations requiring immediate help and/or assistance:

Water emergencies

If you have an emergency - please don't wait

We welcome calls in Welsh. Please call us on 0800 052 0130

0800 052 0130

24hrs a day, 7 days a week

Sewer flooding & sewerage emergencies

If you have an emergency - please don't wait

0800 085 3968

24hrs a day, 7 days a week

Report an issue online

Report leaks, low pressure, blockages, odours and more

Report an issue

Check for current work

See if there are any emergency works happening in your area right now

Check my area

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Live chat

Our friendly advisors are here and ready to help.

  • To access live chat on a desktop device, click the "Need Help" button on the bottom right of the screen, followed by "Chat Now".
  • To access live chat on a mobile device, click the magnifying glass button on the bottom right of the screen, followed by "Chat Now".

Live Chat Opening Hours are 8am - 6pm Monday to Friday.

2. What would you like to do?

Why has my bill gone up? Lorem ipsum dolor sit amet, consectetur adipiscing elit
Update my details
Notify us of a bereavement Updating someone’s account after they have passed away.
Request a refund Request a refund after receiving your final bill and closing your account
Copy of my bill Lorem ipsum dolor sit amet, consectetur adipiscing elit
My Account support Help signing up to My Account and frequently asked questions

3.

Why has my bill gone up?

Lorem ipsum dolor sit amet, consectetur adipiscing elit

Why is my bill higher than usual

3. What would you like to do?

Change your name

If you've changed your name you can easily notify us of the change online

Change my name

Add or remove a name

Add or remove a name from your account using our online form

Add or remove a name

Change my billing address

You can let us know here if you would like to change the billing address on your account

Change my billing address

Change my email address

You can let us know here if you would like to change the email address on your account

Change my email address

Change my contact number

You can let us know here if you would like to change a contact number on your account

Change my contact number

3. We're sorry to hear of your bereavement

Notify us online

We appreciate this is a difficult time for you, to make it easier you can notify us of the bereavement using our simple online form

Bereavement form

Need some extra help?

We appreciate this is a difficult time for you so if you would like help through the process, our helpful customer advisors are here to help.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat to us Offline Live Chat

Prefer to call us?

You can speak to one of our customer advisors who will be happy to help

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Language Line

If English or Welsh isn’t your first language, just let us know. We’re happy to arrange a translator. We work with Language Line who provide support in over 240 languages.

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3. Please select

If you’ve recently moved home and you’re due a refund from us, you can contact us to request this using the options below.

Live chat

Speak to one of our helpful customer service agents about your refund

Chat now Offline Live Chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Request a refund

You can speak to one of our customer advisors who will be happy to help

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3.

My Account Login

Lorem ipsum dolor sit amet, consectetur adipiscing elit

Copy bill

3. Please select

Help signing up to My Account

For support creating a My Account find out more here

Find out more

Frequently asked questions about My Account

Common questions related to your online account

Frequently asked questions

2. Choose an option below

Make a payment Paying your bill online, over the phone or other ways you can pay
Set up or amend a Direct Debit Set up a new Direct Debit, or change an existing Direct Debit using our online forms
Additional Support Help with your bill / Priority Services / Payment Advice

3. Pay online

Make a payment online

You can easily make a payment online. You will need your customer reference number which can be found in the top right corner of your bill

Make a payment

Make a payment on the phone

Make a payment over the phone using our automated payments line

0800 028 5209

24 hours a day, 7 days a week

Other ways to pay your bill

Other ways you can make a payment

More ways to pay

3. Suggested ways to get in touch

Setup or amend a Direct Debit

Set up a new Direct Debit, or change an existing Direct Debit using our online form.

Take me there

Live chat about Direct Debits

Speak to one of our customer service agents about Direct Debits.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat now Offline Live Chat

Any other questions?

If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3. Find out more

Cost of living

As the cost of living crisis continues, we have a number of ways we may be able to help you and make your bills more affordable.

Find out more

Priority Services

Our priority services register offers help with your bill, practical help and ways to keep you safe

Priority services

Payment & debt advice and assistance

If you're having problems paying your bill, please don't ignore them, we have a number of ways we may be able to help you

Find out more

Live chat about general enquiries

Speak to one of our helpful customer service agents about a general enquiry.

Chat now Offline Live chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Call us

Speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Language Line

If English or Welsh isn’t your first language, just let us know. We’re happy to arrange a translator. We work with Language Line who provide support in over 240 languages.

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

2. Find out more

Cost of living support

As the cost of living crisis continues, we have a number of ways we may be able to help you and make your bills more affordable.

Help with your bills

Priority Services

Our priority services register offers help with your bill, practical help and ways to keep you safe

Priority services

Payment & debt advice and assistance

If you're having problems paying your bill, please don't ignore them, we have a number of ways we may be able to help you

Find out more

2. What would you like to do?

We’re receiving a high number of applications and are taking longer than we’d like to arrange appointments, your application is in progress and there is no need to get back in touch with us.

More information about what you can expect while we process your application is available here.

Submit a Meter Reading
Apply for a Water Meter

3. Next steps

How to read your meter

Tips on reading your water meter

About your water meter

Submitting a meter reading

We'll let you know when your meter reading is needed, and you can then log in to your online account to submit your reading.

Submitting a meter reading

Live Chat about your meter, meter reading or bill

Chat to one of our helpful customer service agents. 8am - 6pm Monday to Friday and 9am - 1pm on Saturday. 

Chat now Offline Live Chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Call us about your meter, meter reading or bill

Speak to one of our helpful customer service agents

0800 052 0140

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3. Suggested ways to get in touch

Find out more

Find out if a water meter is the right choice for you before you apply

Water meters

Apply for a Water Meter

Apply for a water meter using our online form

Apply for a meter

Live Chat about your meter, meter reading or bill

Chat to one of our helpful customer service agents. 8am - 6pm Monday to Friday and 9am - 1pm on Saturday. 

Chat now Offline Live Chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Call us about your meter, meter reading or bill

Speak to one of our helpful customer service agents

0800 052 0140

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

2. Please select

If you’ve recently moved home and you’re due a refund from us, you can contact us to request this using the options below.

Live chat

Speak to one of our helpful customer service agents about your refund

Chat now Offline Live Chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Request a refund

You can speak to one of our customer advisors who will be happy to help

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

2. We're sorry to hear of your bereavement

Notify us online

We appreciate this is a difficult time for you, to make it easier you can notify us of the bereavement using our simple online form

Bereavement form

Need some extra help?

We appreciate this is a difficult time for you so if you would like help through the process, our helpful customer advisors are here to help.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat to us Offline Live Chat

Prefer to call us?

You can speak to one of our customer advisors who will be happy to help

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Language Line

If English or Welsh isn’t your first language, just let us know. We’re happy to arrange a translator. We work with Language Line who provide support in over 240 languages.

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

2. Please select

Compliments or complaints about our service

Letting us know if things have gone well, or giving us the chance to put things right.

Take me there

2. What would you like to do?

Visit our website

Planning and pre-planning advice, online applications and other services are available on our website

Developer Services website

Email our Developer Services team

You can let us know here of any Developer Services enquiries where you are the account holder.

Take me there

Call Developer Services

If you'd prefer to speak to us over the phone you can contact us using the details below

0800 917 2652

Monday to Friday, 8:30am to 5:00pm

Write to us

Developer Services
Dŵr Cymru Welsh Water
PO Box 3146
Linea
Fortran Road
Cardiff
CF30 0EH

2. What would you like to do?

Moving premises Let us know if you're moving into, within or out of our service region
Payments and Direct Debits Set up a Direct Debit or make a payment
Submit a meter reading Submit your meter reading, read our tips on reading your water meter or apply for a meter
Account queries Amend account details or customer reference queries
General enquiries Get in touch, our friendly team are here to help
Help and Advice Click here for help, advice, and support

3. Suggested ways to get in touch

Let us know you're moving in online

Welcome to Welsh Water! You can create a new billing account online here.

Move in online

Already a customer?
If you're already a customer who is looking to move premises, or if you're expanding and want to add a new premises to your account, then you'll need to contact us another way.

Message us on social media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.
We're here 8am - 8pm Monday to Friday and 8:30am - 1:30pm on Saturday. If you message outside of these times then we'll reply as soon as we can.

X

Live chat about moving premises

If you need advice on moving premises our customer service agents are here to help

Chat now Offline Loading

Any other questions?

If you are unable to let us know you're moving premises online, then speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

3. Choose an option below

Set up or amend a Direct Debit Set up a new Direct Debit, or change an existing Direct Debit using our online forms
Payments Make a payment

4. Suggested ways to get in touch

Setup or amend a Direct Debit

Set up a new Direct Debit, or change an existing Direct Debit using our online form.

Take me there

Live chat about Direct Debits

Speak to one of our customer service agents about Direct Debits.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat now Offline Live Chat

Any other questions?

If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

4. Make a payment

Online billing

View your payments and download recent bills by switching to paperless billing

Take me there

Make a payment online

You can easily make a payment online. You will need your customer reference number which can be found in the top right corner of your bill

Make a payment

Make a payment on the phone

Make a payment over the phone using our automated payments line

0800 028 5209

24 hours a day, 7 days a week

3. Next steps

How to read your meter

Tips on reading your water meter

How to read your meter

Submitting a meter reading

We'll let you know when your meter reading is needed, and you can then log in to your online account to submit your reading.

Submitting a meter reading

Live Chat about your meter, meter reading or bill

Chat to one of our helpful customer service agents. 8am - 6pm Monday to Friday and 9am - 1pm on Saturday. 

Chat now Offline Live Chat

Call us about your meter, meter reading or bill

Speak to one of our helpful customer service agents

0800 052 0140

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Message us on social media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.
We're here 8am - 8pm Monday to Friday and 8:30am - 1:30pm on Saturday. If you message outside of these times then we'll reply as soon as we can.

X

Apply for a Water Meter

Apply for a water meter using our online form

Apply for a meter

3. What would you like to do?

Update my details
Don't know your customer reference number?

4. What would you like to do?

Change your company/trading name or contact details

If you've changed your company/trading name you can easily notify us of the change online

Change your company name

Change my billing address

You can let us know here if you would like to change the billing address on your account

Change my billing address

Change my email address

You can let us know here if you would like to change the email address on your account

Change my email address

Change my contact number

You can let us know here if you would like to change a contact number on your account

Change my contact number

4. Suggested ways to get in touch

Please note that we can only discuss this with the account holder, or another person named on the account.

If you are moving, or have recently moved, to our service region and do not yet have a reference number, please see our moving options.

Live chat

Speak to one of our advisors about your customer reference number. You can leave the field blank as you're starting the chat.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat now Offline Live Chat

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

Call our contact centre

If you'd prefer to speak to someone in our contact centre, then our friendly advisors are here to help.

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3. Our contact options

Submit an enquiry

If you have a general query, send it to our team using our online form

Webform enquiry

3. Find out more

Help and Advice

We put our customers at the heart of everything we do. That means being here when you need us most, giving you help, advice, and support.

Help & Advice

Value-adding services

If you have a query specifically about how our value-adding services, such as data logging and process audits, could help your business be more efficient, then contact our Business Services Team using our online form

Go to form

2. Tell us more

Call Us If you want to speak to an agent over the phone
Live Chat Get in touch with us on live chat
Email Us Select your topic and send us an email

Message us on Social Media

We can help with day-to-day queries via Direct Message on Facebook and Twitter.

X

3. Please select

General enquiries

If you are unable to resolve your query online, then speak to a customer service agent

0800 052 0145

8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat

Water emergencies

If you have an emergency - please don't wait

We welcome calls in Welsh. Please call us on 0800 052 0130

0800 052 0130

24hrs a day, 7 days a week

Sewer flooding & sewerage emergencies

If you have an emergency - please don't wait

0800 085 3968

24hrs a day, 7 days a week

Call Developer Services

If you'd prefer to speak to us over the phone you can contact us using the details below

0800 917 2652

Monday to Friday, 8:30am to 5:00pm

Call Business Services

If you'd prefer to speak to us over the phone.

0800 260 5052

Monday to Friday, 8:30am to 4:30pm

Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

3. Please select

Live chat about general enquiries

Speak to one of our helpful customer service agents about a general enquiry.

Chat now Offline Live chat

Live chat about water and sewerage queries

Speak to one of our customer service agents about water and sewerage.
8am - 6pm Monday to Friday and 9am - 1pm on Saturday.

Chat now Offline Live Chat

Live Chat with Developer Services

Speak to one of our helpful Developer Services agents

Chat now Offline Live chat

3. Tell us more

To make things easier for our customers instead of using email addresses, you can complete one of our webforms below to make sure your messages reaches the right team as quickly as possible.

Billing enquiry Get in touch for any billing queries you may have.
Business Services Get in touch for any business queries you may have.
Clean Water Services Taps, leaks, water saving tips, water regulations etc
Developer Services New builds, extensions, drainage and water searches etc
Waste Water Services Sewers, pollution, blockages etc

4. Please select

General enquiries - Account holder

You can let us know here of any enquiries where you are the account holder.

Take me there

Are you contacting on behalf of someone else?

You can let us know here of any enquiries where you are contacting us on behalf of someone else.

Take me there

4. Please select

Email our Business Services team

You can let us know here of any Business Services enquiries where you are the account holder.

Email our business services team

4. Please select

Email our Water Services team

You can let us know here of any Clean Water enquiries where you are the account holder.

Take me there

4. Please select

Email our Developer Services team

You can let us know here of any Developer Services enquiries where you are the account holder.

Take me there

4. Please select

Email our Waste Water team

You can let us know here of any Waste Water enquiries where you are the account holder.

Take me there

Watch our help videos

Help videos explaining the Direct Debit process, how moving properties works, your metered and unmetered bills, and the support available to you.

Click here to view our suite of help videos

Commonly used numbers

Contact numbers
Text relay for customers with hearing and speech difficulties can either: Telephone: 18002 & number you want to call or Textphone: 18001 & number you want to call

Contact numbers
Text relay for customers with hearing and speech difficulties can either: Telephone: 18002 & number you want to call or Textphone: 18001 & number you want to call

Billing enquiries - 0800 052 0145
alert

Emergencies - 0800 052 0130

Welsh language line - 0800 052 6058

Bogus callers - 0800 281 141

Developer services - 0800 917 2652

If you would like to speak to one of our customer services advisors, please contact us on one of the following phone numbers:

Our billing team - 0800 052 0145

I have an emergency - 0800 052 0130

Our welsh language line - 0800 052 6058

Bogus callers - 0800 281 141

If you have hearing or speech difficulties text relay is available for customers:

  • Telephone: 18002 & number you want to call
  • Textphone: 18001 & number you want to call
Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

Contact numbers

If you would like to speak to one of our customer services advisors numbers are available.

Find out more

Contact numbers

If you would like to speak to one of our customer services advisors numbers are available here.

0800 052 0130

You can speak to our operations team 24hrs a day, 7 days a week


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

0800 052 0145

Calling from abroad? +44 2920 584 977

Mon - Fri 8am to 6pm

9:00am - 1:00pm Sat


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

0800 052 6058

Mon - Fri 8am to 6pm


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

0800 917 2652

Monday to Friday, 8:30am to 5:00pm


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

0800 281 141

24 hours a day, 7 days a week


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.

Text relay for customers with hearing and speech difficulties.

Telephone: 18002 & number you want to call

Textphone: 18001 & number you want to call


Our busiest call times

We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.