Dŵr Cymru Welsh Water Avis 

I've had an engineer out twice now for low pressure. Couldn't even turn up on the right day, you keep sending a 14 year old "engineer " out who knows nothing !
The meter is the problem, i'll fix it myself
Unless time wasters

Very expensive bills, 80pound a month for water. I’m not on a meter, the house is vacant most of the time. Others on my street pay half. I’ve spoken to an advisor and they said it’s related to council tax!

I don’t understand! And was advised to move to a meter.

I lived in other parts of the uk and I pay 30-40 pound.

Is Welsh water really a not for profit! Definitely not for the people!

Had low water pressure for over 24 hours. Called Welsh water was told I would receive an urgent call back had no call. Had to call them again. Then had an engineer attend he was rude made no attempts to help or solve the problem. Have tried to fill in complaints online but can only write 1000 words have tried to send an email but it bounced back. It seems your complaints process is a joke too.

From leak detection to repair and resolution I cannot fault Dwr Cymru. The speed of the response and the work undertaken was outstanding. All the various parts of the organisation worked like clockwork.

Tracy thank you for your help and advice over the phone today.

1 is too generous, don't allow welsh water to intimidate and harass you. Still they are unlawful in not following my communication preference, postal. They have sent another text this morning, ' call us by 5pm' What are you going to do Welsh Water.
Never give your phone details, never sign up for a direct debit, and never pay during a dispute. They are nothing but harrassing scammers.
Never click the link they send you unlawfully on a number that they should not be phoning you on. They need your permission.
This a a multi million pound company who is completely detached from the FACT that they must provide us with water. That is their lawful responsibility. They are scammers wanting to steal our money and will stop at nothing to get it.
Good thing the TRIAL is in July and I can summon them. The can not refuse the court at trial level. They informed me on 3 occassions that my neighbours needed to put their own water pipe in place. They informed all of my neighbours of this too. Still can not fnd the mains pipe. Which means I am still on a private well, but they don't care they are ruthless in their intimidation. Good thing there is an impending trial, they can answer to the judge and I will let you all know how that turns out for welsh water.....Time for judicial balance and not Welsh water so called intimidatory justice. It is in the public domain so will inform everyone of this date....I can not wait!!!

And yes! Welsh Water were taking payments for water I was supplying, which is untested and not verified as being safe for any one to consume or pay for. Years they did this knowing I am on a private well.

Good thing the neighbours were forcibly moved to the mains way down the road to evidence this. Always involve your local MP, in situations with necessities. and don't pay during any dispute but they won't stop the harrassing and intimidation. It is how they are!!! despicable Welsh Water.
Welsh Water had to trespass into my property because the water pipe that is taking them to trial is
INTERNAL...They do not service internal pipes and they are not plumbers, all they can do is to intimidate me now. It was failing and leaking and i was expected to service, repair, provide and supply neighbours with untested water for free. They don't do that but expected me to, but they profited greatly from all of my hard work!! Since 2006 I have lived at the property and since 2006 they informed me every year that I am on a private well.. I will gladly see them in court...
ALWAYS RECORD RECORD RECORD ANY COMMUNICATIONS WITH WELSH WATER ON ANY DEVICE AND IF THEY ENTER YOUR HOUSE JUST RECORD RECORD RECORD.

Would give zero or minus if possible. Assaulted and verbal abused by security guard at Llanishen reservoir, just because I asked why reservoir was closed until 9am, as no other reservoir I know of has a 7ft security fence and locked gates. Welsh Water official rolled up and was equally unhelpful

When do you read my meter strange billing system
20AC001692 please read my meter so I know how much I owe or have overpaid

Spoke to a guy called OWEN I was really worried and anxious about my debt and about having to phone OWEN answered my call he was so great he put me at ease straight away his friendly empathetic patient and reassurance really helped me It took so much anxiety away I wish all staff was as fantastic as him thank u Owen for everything u don’t realise how much u helped get my bills back on track from Jenny

What we can all expect now from this outfit is a "post office" type scandal. The negative reviews on here back up what I have just experienced on the phone when trying to cash in on my credit balance. What they scared of?
Out of 4 experiences with their customer service only one wanted to actually help...3 years ago.

Most people complain here because Dwr is indeed overcharging and as a single provider for Wales, takes full advantage of it.
They seem to falsely advertise the DD payments (for people struggling to pay in a full instalment, hence the most affected by cost of living) as 'spreading your bill over instalments at no extra cost' but this is misleading and appears an incorrect commercial practice - the DD's are exorbitant estimates, much more than your actual due bill amount - money cashed in on what they believe you consume, in advance for a product you haven't used yet - but it should be at a modic price anyway, as a natural free resource for all and of course... 'not for profit' .
If you get trapped in DD payments you could pay astronomical prices and it's very hard to get out of the contract and insist to pay based on actual meter reading - very high anyway and doubtfully accurate.
My bill for the last 6 months is around £400 if paid in full, about 71.57/month but over £800 if paid in monthly instalments of £110 - I tried to see what happened if I went with their DD choice but have not selected it.
Knowing this cannot be a fair commercial practice and is also falsely advertised, as 'at no extra cost' when in fact we pay in advance as if it was with interest - why don't people complain or report this to the regulator, Ofwat directly? Dwr will otherwise carry on doing this forever and would not admit any wrongdoing.
You can contact them at:
Ofwat
City Centre Tower, 7 Hill Street
Birmingham
B5 4UA

Phone: 0121 644 7500
Fax: 0121 644 7559
Email: please google it, not allowed on trustpilot

I want to pay my bill and their website is down AGAIN.

You then try and contact their helpline. This takes forever. The respondent then claims that their website is not down - they then check and ... it is down.

This has happened 4 times so far. Exactly the same pattern. And I am trying to pay them.

Why is the CEO paid £300K+?

Really poor indeed.

You took so long to reply to my initial messenger message, that I was forced to call your customer service team and after being on hold, forever, (fortunately, the call was free), I managed to get an answer to both of my queries.

Oh and please don't even get me started on your ridiculously repetitive security and identity checks.

How come your Live Chat facility was down?
Again!

Unfortunately, unlike with energy and mobile providers, we, here in Wales, cannot switch water companies.
If we could, I would!

Do NOT pay by DD, they vastly overcharge holding huge amounts of your money. V poor service, frequent water outages, pump or discoloration problems.

Tried to pay my bill every day last week, but 'seems we have a problem'. Then, yesterday, came an e-mall saying they have not had my payment.

Keep sending unecessary emails & if you contact them they say they will respond in 40 days &do not do so

Such a con.

Forced to use this company who overcharge and make it incredibly difficult to change a normal direct debit. Should be able to choose your own company.

I had a toilet that was leaking from the flush - I contacted "Cartref" run by Dwr Cymru and they duly came along after a few days repaired it and serviced the other two loos in our house all completely free of charge - What an amazing service 10 out of 10

Spoke to Lauren twizell today. She made me feel so comfortable with my anxiety on phoning people and helped me save extra a month. Would like to thank her so much for putting up with me

So we had a debt letter saying we owed quite a big amount to welsh water. This was obviously a shock as i have always paid my water every month for the past 3/4 years. Turns out the new tenant in my old address had not been paying. After a worrying and stressful 24 hours and a couple of phone calls it was wiped as it was clearly not our bill to pay. I must say the customer service we had off Courtney was amazing. She put my mind at ease and i felt like she was with me not against me. She also had the patience of a saint whilst me and my mother were worrying. Massive thank you to Courtney for your help and for looking into our case/accounts. Hopefully you will get the recognition you deserve x