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
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
24hrs a day, 7 days a week
Sewer flooding & sewerage emergencies
If you have an emergency - please don't wait
24hrs a day, 7 days a week
Report an issue online
Report leaks, low pressure, blockages, odours and more
Report an issueCheck for current work
See if there are any emergency works happening in your area right now
Check my areaMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
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?
3.
Why has my bill gone up?
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Why is my bill higher than usual3. 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 nameAdd or remove a name
Add or remove a name from your account using our online form
Add or remove a nameChange my billing address
You can let us know here if you would like to change the billing address on your account
Change my billing addressChange my email address
You can let us know here if you would like to change the email address on your account
Change my email addressChange my contact number
You can let us know here if you would like to change a contact number on your account
Change my contact number3. 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 formNeed 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.
Prefer to call us?
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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.
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 ChatMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Request a refund
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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
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Copy bill3. Please select
Help signing up to My Account
For support creating a My Account find out more here
Find out moreFrequently asked questions about My Account
Common questions related to your online account
Frequently asked questions2. Choose an option below
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 paymentMake a payment on the phone
Make a payment over the phone using our automated payments line
24 hours a day, 7 days a week
Other ways to pay your bill
Other ways you can make a payment
More ways to pay3. 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 thereLive 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.
Any other questions?
If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 morePriority Services
Our priority services register offers help with your bill, practical help and ways to keep you safe
Priority servicesPayment & 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 moreLive chat about general enquiries
Speak to one of our helpful customer service agents about a general enquiry.
Chat now Offline Live chatMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us
Speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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.
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 billsPriority Services
Our priority services register offers help with your bill, practical help and ways to keep you safe
Priority servicesPayment & 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 more2. 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.
3. Next steps
How to read your meter
Tips on reading your water meter
About your water meterSubmitting 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 readingLive 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 ChatMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 metersApply for a Water Meter
Apply for a water meter using our online form
Apply for a meterLive 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 ChatMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 ChatMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Request a refund
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 formNeed 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.
Prefer to call us?
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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.
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 there2. 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 websiteEmail our Developer Services team
You can let us know here of any Developer Services enquiries where you are the account holder.
Take me thereCall Developer Services
If you'd prefer to speak to us over the phone you can contact us using the details below
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?
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 onlineAlready 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.
Live chat about moving premises
If you need advice on moving premises our customer service agents are here to help
Chat now Offline LoadingAny other questions?
If you are unable to let us know you're moving premises online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
3. Choose an option below
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 thereLive 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.
Any other questions?
If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 thereMake 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 paymentMake a payment on the phone
Make a payment over the phone using our automated payments line
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 meterSubmitting 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 readingLive 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 ChatCall us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
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.
Apply for a Water Meter
Apply for a water meter using our online form
Apply for a meter3. What would you like to do?
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 nameChange my billing address
You can let us know here if you would like to change the billing address on your account
Change my billing addressChange my email address
You can let us know here if you would like to change the email address on your account
Change my email addressChange my contact number
You can let us know here if you would like to change a contact number on your account
Change my contact number4. 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.
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call our contact centre
If you'd prefer to speak to someone in our contact centre, then our friendly advisors are here to help.
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
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 enquiry3. 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 & AdviceValue-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 form2. Tell us more
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
3. Please select
General enquiries
If you are unable to resolve your query online, then speak to a customer service agent
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
24hrs a day, 7 days a week
Sewer flooding & sewerage emergencies
If you have an emergency - please don't wait
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
Monday to Friday, 8:30am to 5:00pm
Call Business Services
If you'd prefer to speak to us over the phone.
Monday to Friday, 8:30am to 4:30pm
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 chatLive 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.
Live Chat with Developer Services
Speak to one of our helpful Developer Services agents
Chat now Offline Live chat3. 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.
4. Please select
General enquiries - Account holder
You can let us know here of any enquiries where you are the account holder.
Take me thereAre 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 there4. 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 team4. 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 there4. 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 there4. 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 thereContact numbersText 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
Commonly used numbers
Welsh language line also available: 0800 052 6058
Calling from abroad? +44 2920 584 977
Mon - Fri 8am to 6pm
24hrs a day, 7 days a week
Mon - Fri 8am to 6pm
Text relay for customers with hearing and speech difficulties.
Telephone: 18002 & number you want to call
Textphone: 18001 & number you want to call
24 hours a day, 7 days a week
Monday to Friday, 8:30am to 5:00pm
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
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