Dŵr Cymru Welsh Water Avis 

Water main burst in Broughton in August resulted in no supply for almost two days then their repair caused another burst resulting in 5 days with no water at all. When I hadn’t received the promised compensation I contacted them. They told me that according to their records I did have water. Either I’m a liar, I don’t know what water is or their processes are at fault. Others in our street have had the same response as well as an entire nearby village. A disgrace of a company trying to escape their responsibilities.

Welsh Water are good and probably the best about. Had some issues and spoke to an Agent who was really helpful. Excellent Customer Service and I'm glad that Welsh Water is not owned by Shareholders.

Welsh Water are, by far, the worst company I have ever dealt with. Having changed to a water meter in April this year, I would strongly advise others not to do so and avoid for as long as you can. My first bill in July showed as being nearly £300 in debit. After numerous conversations with Welsh Water, who were querying a leak within our property, we waited weeks for an engineer to visit. Although staying in all day, noone turned up but they insisted they had. A second visit was arranged and an engineer said there was no leak. When stopcock was turned off the 'new meter' kept going. We then had to wait weeks again for another new meter to be fitted. Then asked to read the meter ourselves which proved to be impossible as condensation was covering over the numbers. They then said it could be up to three months to get someone out to read it for us. After a lot of pressure from me they rang back and a reading was arranged for 20 September. Again, stayed in all day. Noone turned up. Rang on 23 September and was told my 'case officer' would ring on 24 September, on return from annual leave, to update me. Noone called. Rang again today and was offered an apology as the 'case officer' had been so busy so had not been able to ring to 'apologise' for another no show. I have been promised a call back within 48 'workng' hours. We are left in a state of limbo with no definitive official decision regarding a leak and extremely worried about the bill. This publicly owned company is an utter disgrace and goodness only knows what the future will be as I am given to understand that a new person is about to take the helm and redundancies are on the cards.

WELSH WATER. The majority residents of Ffynnongroyw were without water 14th-17th August. You promised compensation. You have now broken that promise, saying that the water supply was only cut off for 8 hours. You say that the rest of that period there was reduced pressure, but water was still flowing. It wasn’t. There was NO water for nearly 4 days. NO WATER AT ALL. Customers have complained, and had no response. You then stopped ‘recognising the account numbers’ when customers attempted to log an online complaint. You invited people to message you via messenger, but that was blocked, messages couldn’t be sent.
You have now sent emails saying you are engaging in no further communication regarding the matter, and that is your final word. You refuse to accept the FACT that many people had no water AT ALL. Any replies to Welsh Water to this email are met with a ‘emails not accepted’ message and a link to the Welsh Water contact form…. which doesn’t work.
Ffynnongroyw responded well as a community during this time, delivering bottled water to doorsteps, and supporting each other. Your workers worked hard day and night to restore the supply. Their efforts were appreciated. Those higher up the ladder, who made the decision to treat customers like this, should be ashamed.

horrible company, I wish I could change suppliers, they are constantly on at me because I refuse to pay any of my bill on advance and keep telling me if I don't it will put me in debt and they will tell the credit reference agencies I am a bad payer disgusting service towards a pensioner, and as for them saying they plough all the money they make improving their service, if thats so, the why is the C.E.O on £800,000 a year wages.

The agent did not show any empathy at all: she was cold, distant, indifferent and made hardly any effort to answer the points I raised. This is an appalling company with a monopoly that is guilty of the worst offences re-sewage discharge in local Gower beaches and has the effrontery to hike prices by 32% this year to remedy their awful failings dating back many years.

Called Welsh Water because the cost of my monthly bills has doubled with no explanation as to why. Was told my water usage has increased yet I'm a single person living alone out at work full time 5 days a week and have been for 6 years so there have been no sudden changes in water usage. Tried to get some help as I'm not on a high salary despite working full time and living alone. I was told by a friend that as I have crohns disease I am eligible for a bill cap under the sure scheme but was told on the phone that as I'm not in receipt of benefits I can't get it. I'm not in receipt of benefits because I want to work for a living, despite having a chronic lifelong illness which requires me to use more water. I'm being punished for having an illness and wanting to lead a normal life with it. When I asked about any other help they could offer she told me they could send someone out for free to show me how to save money, one of the ways would be to put some bags in the toilet tank which would stop a full flush. With crohns disease I have to use the toilet sometimes 10 times a day and I need a powerful flush. Very unhappy with the service when told I would struggle to pay the bills. Guess I'll have to cut down to showering once a week, doing laundry once a week and whatever else I can do to save water.

I recently had to notify WW of the death of my father. I did this via a web form. At the time I provide the full account details for his house, the meter reading and my full details.
A few days later I received an email asking me to confirm the property was empty. The email came from a "Do Not Reply" email address. After wasting 30 minutes waiting on hold on the phone, I resorted to messenger again providing account numbers etc. I eventually got a reply asking for my email and phone number. A few days later I was asked to provide a meter reading again.

Update. Whilst dealing with WW was painful, I am pleased to report that they have closed the account as requested and issued a refund cheque.

I am in the incredibly complicated process of merging two houses into one. Disconnecting one water (and possibly sewage) supply is proving to be very difficult. After many calls, emails and a couple of visits by inspectors a wonderful man called Mal came out to try and find my sewage pipes. The houses are old and the surrounding properties higildy pigildy so it wasn't easy. He was incredibly thorough and unfased by searching with his cat and Jenny for hidden pipes, digging through awkward land and lifting heavily set manholes. He went out of his way to investigate the complex situation and was incredibly helpful. It was so reassuring to know there are still genuine, hard working, knowledgeable people about who really do want to help. The water pipes are unfortunately another issue and remain unresolved (although not his job Mal did attempt to find these). Fingers crossed when the next inspector comes out he'll be as thorough.
I have to say it's incredibly frustrating when you have a complex job like this and no direct number. I have spent hrs on the phone having to repeat the situation and getting passed from departments. However one thing I will say is that everyone I have spoken to has always been very friendly and tried to help find the right person. I hope this will all be resolved soon and that I will no longer have to pay 2 bills!!!

Continue to discharge raw sewage with no regards to public concerns.

Again profit over general public health

Welsh Water owes me in excess of £5,000 in overpaid bills and yet they still employ the heavy-handed boys (Orbit), to pester me for a supposedly outstanding £1,339. Welsh Water are fully aware that I am a pensioner in my mid-70s trying to get by on a basic pension, living in a small 2 bed. Only until recently have they been telling me that there were no discounts available on the £550 payments that I was promptly paying every year. Welsh Water should stop Orbit harassing me as I have all the documents and proof that they are at fault.

They really need to explain to me how a flat with 4 people and 2 cats (where I was last living) uses less water than a house with 1 person and 1 cat (where I am currently staying). There's no water leaks in the house and I never have the heating on in the house. I personally think they're just charging a premium on those they think can afford it such as house owners, it's not right as that's just forced socialism. The water meter is outside under the pavement and they won't send anyone out to read it. How am I suppose to trust that they're not ripping me off!? When do they actually read what I've actually used and not go off "estimates" that they never explain how they came to?

They also had the audacity to send out leaflets pretty much bragging that they're now the most expensive water company in the whole of the UK and trying to hide behind the fact they're a charity. Read the room Dwr Cymru, everyone is strapped for cash, if you're not already giving to charity, you're not going to be happy that the water company is forcing you to.

Had a meter installed after my bill as a single person, in a small property jumped from £600 to £800 per year. I was not informed of the huge daily service charges prior to installation. 7 months down the line my monthly payments have jumped from £36 to £50 pm due to the fact that they're too incompetent come out to read my meter. I pay for this service in my daily service charge!

The stench of raw sewage constantly fills the air of my neighbourhood. I'm again charged for them to 'apparently' take it away. Instead, this just gets dumped into my local rivers, and the huge fines passed on to their customers. Daylight robbery!

letter received this morning advising bill going up for the next four years.I cannot even be bothered to explain the nonsense excuses and mitigation they outlined in the letter.It is all becoming rather concerning for those who have grafted a life time to retire and have a reasonable standard of living.

Terrible company rude pestering causing anxiety for customers and the water is terrible.

Moved house 20/8. Meter read 11/8 so final needed. Request made could not be honoured as meter T1 - Arnie territory. Physical disability and distance prevented my reading meter. Gave new location and was asked to read meter ! DOH !!!.
Service adviser unsure they supplied so asked to contact previous owner.
Welsh Water only water supplier in Wales unless you have private well. None visible only meter cover outside every property.
I shall write complaint.

Staff have been dealing with a request from my neighbour to access the sewerage system via my lateral drain . Everyone has been helpful and very clear in explaining their systems and my rights the different possible outcomes etc. Calls were returned promptly and operators polite and helpful. Officers who visited were very pleasant to deal with .

My water bill has gone up by almost 100% on water meter inspite of similar use. When speaking to their water meter unit I was told that 35% increase in water rate from April 2025 but I was only informed in August 2025 as my online account with direct debit only send bill every 6 months, last one in Feb 2025! So 35% increase was without informing the customer even by e mail ( the way I get my bill)!! I also had £92 outstanding to pay as their monthly direct debit calculated wrongly in Feb 2025 and August 2024. What a service this company has!!!! For people on Wales there is mo choice either!!

Got my statement from Welsh water and anticipated a pay increase which they said would be 27% however they increased my water bill by 298%!!!!!

Welsh Water had the nerve to write a letter explaining why the fee went up one of which was to put £73 million aside to help pay for low income or vulnerable people’s bills, which explained is you pay more to pay their Water because that low income person most likely can’t be bothered to get a job and pay for what they use!

Secondly, they said they were charging more for investments in the company roughly £1.1 billion to clean up the rivers and outflow outlets, everybody knows the water companies got fined for dumping sewage in the rivers and now they’re charging their customers more to clean up their mess. How on earth is that allowed.

It’s disgusting, and embarrassing, working class people are being forced to pay for their companies mistakes and messes. Welsh water should absolutely ashamed they say there are nonprofit company however the CEO gets paid half £1 million a year! In one year they got a £91,000 bonus. Which I guess explains where my money is going.

Absolute jokes!!