Dwr Cymru Welsh Water

Essential maintenance - 4:30am – 6:30am

We are carrying out essential maintenance to our card and phone payment services. These services will be unavailable from 4:30am to 6:30am. We apologise for any inconvenience this may cause.

Below is a list of our Frequently Asked Questions (FAQs). 

Call Centre Staff



However, if you can’t find what you are looking for, please send us an email at waterdemandwales@dwrcymru.com. One of our friendly team will be in touch as soon as we can!





What is the Product Portal?

Our Product Portal enables our customers to order a selection of water efficient products. We have designed this over a two year period and tested listening to our own customer comments and feedback.

What is the Waterwise Schools Project?

We are committed to educating our customers of the future. As such, we have a comprehensive schools outreach programme, targeting different areas in Wales every academic year. This area of the website has restricted access for schools taking part in the project and has exclusive content, including pictures of our visit and audit report/recommendations.

What are the ‘How to Videos’?

We have uploaded a selection of videos, showing our customers how to fit our water efficiency products to their home.

I have read through the tips and advice on the water efficiency page but need some further advice?

Please get in with us at waterdemandwales@dwrcymru.com and one of our team will be in touch.

I have ordered some water efficiency products but have not yet received them?

Please allow up to 14 working days for delivery. If you have waited longer than this, please get in touch with us at waterdemandwales@dwrcymru.com.

I have completed a questionnaire before ordering my products, why did I have to do this?

We are constantly looking for innovative ways to reduce the demand and lower bills for our customers. The information you provided will be held in the strictest confidence and will help us understand our customers' water usage patterns and with water demand forecasting.

Where can I find more help to pay my bill?

Visit our Help Paying My Bill page, where you can find up to date information regarding our social tariff and other affordability schemes, including HelpU, WaterSure Wales and the Customer Assistance Fund.

Aa