Dŵr Cymru Welsh Water Avis 

SEVEN water cuts in 2 months. Our rural community was last left for days without water. No alternative water offered to anyone, not even vulnerable people on their priority list and not a penny of compensation given. Atrocious customer service and extortionate water prices. A truly dreadful company!

Prompt responce when we called and said we had a broken pipe, not only did they give us 6 FREE bottles of water, but it was fixed in as little as 2.6 hours!! They deserve 10stars really😁😁

Had a letter last week to say they were working in the street. Work never happened on that day. Started yesterday. I have no problem with them doing the work but they have put the road closed signs right by my house which means locals can't park outside their homes. And those parked there already can't get out!!!!!!!

Ive been with Welsh Water for almost 3yrs. My telephone dealings with them have always been met with very helpful, cheerful & friendly customer service agents.

Water supply cut off. Got one message at 8am. Nothing since.
Called up welsh water twice. Listened to message with regard to burst pipe. This was poor quality message as could not tell wether 14 or 40 hour wait for water.
After 15mins music stopped and just a repetitious noise in background. This happened twice. Welsh water obviously not answering calls. Had to hang up again as noise was so irritating.
Really poor service. If you can text at 8 am surely you could do text again to let customers what is happening. Lousy service,/monopoly. Must do better to help all customers.

From the first call in to the completion of the work I was kept fully advised by courteous staff providing a prompt and very professional service. At a time when water companies are getting a bad press (sometimes justified) Welsh are a pleasure to work with. Special thanks to Nicola and the drains crew Phil and Lee.

Robbing gits. Not for profit bullshit. I always paid for what I use as I'm on a meter, yet my rates are constantly being increased to help pay for their incompetency and inability to meet targets. External rain drains shouldn't be connected to treatment stations, how hard is that to understand.
If you want to increase rates, do it to everyone that is on estimated bills, they are usually the ones using way more water than what they pay for. Also stop taking stupid amounts of bonus from the company and invest it back in.

An absolute disgrace of a company. Called them out due to blocked waste pipe. Welsh Water failed to check the public sewer and advised that the problem was on our property. This resulted in excavation and us being in temporary accommodation for seven weeks. £10,000 claim on insurance. Guess what the problem turned out to be? A collapsed public sewer. 100% WW liability. Could have been resolved in a couple of days. WW denied all liability, fabricated events. The Director of Waste services wrote an incoherent response to our complaint. Their waste water services and sub contractors are useless. Ultimately they paid £750 compensation (you have to fight for this and go all the way through the Consumer Council for Water (also useless) to an ombudsman). Pathetic service from smug 'engineers' and useless customer services.

What a super customer advisor I spoke to today. Her name was Kay and she was brilliant, just what you need when you have an issue and need someone calm and collected on the other side. I’ve reported a leak and obviously that is not yet fixed BUT half the battle is won when you have someone on the end of a phone that is knowledgeable and someone who listens. Always had good communication with Welsh water staff…can’t fault them

I had an issue, whereby I had a direct debit set up but no funds appeared to be leaving. As a result, I had a letter demanding the full payment etc. I went on online chat, and it appeared that they had the wrong bank account number and they wanted over £100 a month from me! I told them, that I hadn’t given anyone that bank account number and had no idea where it had come from. This was set up via the phone, so they willingly listened to the call and could hear that I had given the correct information and it was an administrative error on their part. They called me promptly after this within the hour, they apologised accepted fault. And very kindly adjusted my bill and waived nearly £200! As I was not at fault. 10/10 customer service, can’t fault them. In the slightest, a fair resolution! Good to know if they are in the wrong they accept it and correct it promptly.

Hi, my neighbour came around to our house this afternoon to say he had water leaking through his garden shed.
When we investigated, we found there was water gushing out of the stop tap in the lane for house number 21.
I phoned welsh water at 1600 to report the problem, and I noticed an amber flashing on our back lane, to my surprise when I went out to see what was going on, there was a welsh water van there.
There was a lovely young lady digging the road up around the leaking stop valve, her name was Sasha, and the lovely gent with her was Jordan.
What a lovely well mannered polite team they were, and they were there within three hours.
I was so impressed I made them a coffee.
Well done to you both, and Welsh Water.
It’s so easy to find fault and run people down, but give credit where it is due.

Exactly the same issues as almost a year ago in paying my bill! Truly a company run by incompetents.

I have an empty property.
Advised them and asked them to disconnect in 2015.
In 2020 they re-connected, even though I didn't ask them.
Then they sent bills to this (empty) property, ending with a CCJ and default in my name.
Trying to sort this out but they're deliberately dragging their feet as if to torment for fun. You guys need to thoroughly investigate your litigation department, it seems to be run by children.

Welsh water are an absolute disgrace! Charging my elderly father for water he never used 7 months after he passed away!!!!!
Legal action is currently being taken!

Stop paying bonus sort out leaks stop pumping raw sewage into rivers and the sea and stop people getting over inflated bills which they struggle to pay

This company is over charging and saying that they are non profitable bussiness. Shame on you
My water bill is double then my Gas bill.
Unfortunately I don't have option to change this day time robber company.

For three years now I have had issue with a displaced sewer line in ownership of Dwr Cymru. The manhole has had more filming than the blue planet, in-fact the time team have called to say they are interested due to the historical time taken with still no remediation (now archaeological interest) and it has seen more men in the past three years than than the grand old Duke of Yorke to be frank!

3 years of issues, 3 years of having to rod their line and now a jumped up kid in nappies tells me the issue is in my private section and he can come and do another survey to show me. In fact the BBC filmed again on Sunday and evidenced considerable displacements on the 6m section in their ownership (2m fixed the last time when they could have fixed the whole lot)

They are wasting my money and payers money by adding monitors that don’t work, to send guys out to clear drains. Happy to pay out of ours premiums to staff to jet. Undertaken 2 small sections of works which was informed will not work just throwing money down the sewer line…..all for the pleasure of those whom pay!

I’m fed up now of these issues and the poor customer service with continued disrepair. I have given reasonable access each time to the point now I’m stopping all access, will get a secondary contractor to survey and report and take out a private nuisance.

I have asked for freedom of information to exactly how much it’s cost to date which they won’t provide and further requested A subject access request for all correspondence taken place in lieu of my property and name on the address.

I called Welsh Water today for some help with my bill. There was quite literally no wait time and I was greeted by the lovely Rosie in Customer Service. She was honestly so helpful and friendly and managed to reduce my bill for me! Such a painless process; what a winner - lovely start to my week!

Previously contacted Welsh water about water meter instalation, sent another account email and was contacted immediately by very nice lady who would take the issue to the managementThe lady rang back the next morning to confirm installation woud take place asap I thanked her for her help and informed her that the dig team were presently on site and installing the meter

Many thanks

Really easy to get hold of on social media and was spoken to in welsh Diolch