Dŵr Cymru Welsh Water Recensioni 

The meter reader came , he had one job and one job only , to read the meter, he failed.
Does 53 look like 93 ? No i though not.

I recently moved into a property a couple of months ago that needed a double storey extension put on the back of a partly knocked down cottage, I was told by the previous owners that I could get a sewage pipe done by welsh water out to the mains, which i thought was great considering the sewage thats there is to high to comply with building regs, I had a conversation with welsh water to get a new one put in obviously I will pay, so they told me they dont do it and that I would have to find someone else to do it but I would have to pay £2.5k to adopt there pipes are they crazy £2.5k to sit on there bums doing nothing, the company is a joke, lack of communication and no help from them whatsoever, is this what the future is.

Terrible customer service No commu cation No water pressure , 2 call outs dug up drive couldn't find leak said someone else would come ! My partner ended up finding big leak and repaired leak ! Said someone would come and che ck done write but still waiting !!!! Terrible communication

They more than doubled my direct debit last January and I am now nearly £250 in credit with them! This money should be in my bank and gaining interest for me. not them. Tried phoning and after a long rigamarole I was placed on hold, 5 minutes later they dropped the line. I tried the awful chat function on the web site. It kept telling me it will drop me for being inactive, but was is the clerk (Sital was the name) on the other end who was making me me wait! Finally the clerk started giving me patronising toddler talk about piggy banks and smashing them open and saying he was explaining direct debits to me. I was not offered a satisfactory explanation for why Dwr Cymru had taken far more money than needed. Indeed, I was told that a refund supposed to be issued on 27 October had been cancelled. I was promised a refund in December but am not holding my breath. This ridiculous direct debit system is pure robbery on the part of Dwr Cymru as I have no control whatsoever over how much they grab from my bank account.

First Tell me I have an extremely high usage for a single person occupancy, paying £35pm then 6 months later by bill is now £58pm. I still live alone I don’t do nothing different how can they justify me nearly doubling my bill! It’s a scam I’m sick to death of these companies! All they do is abuse our natural habitats by polluting areas and poisoning our waters! Scum!

A new meter was fitted 12 days ago.
I have phoned every day since with constant problems.
I have requested a call back from a manager every day. They have to respond within 48 hours or they breach. Still no call.
I am a vulnerable, disabled elderly lady and no one will help me ???????
Julie Williams

Just a rip off. My usage was £52, my bill was £167. I contacted the chat thing, what an absolute waste of time. We are being screwed on wales by this company, we cant use anyone else.
The government should take control of them.

Spoke with Charlotte today to review my account, she was extremely professional, informative and friendly.
Have suggestions and confidence in the plan going forward and she is an asset to Welsh water.
If only every customer service advisor was this helpful.

Trying charge us twice every month ... Ignoring all communications.

I was on a Sunday doing some chores when it came to my notice that a person in hi vis was driving a metal pole into my driveway between the gate and the edge of the road. I politely said to him does he realise he is on my drive. ‘ I’m looking for a stop valve ’ a Welsh water employee told me. It’s not there I told him.
But no politeness no request to do what he was doing no apology just humph and walks off…..
What is it coming to….

One star is too much . This water company gets worse . They keep taking more money and beyond shocking service . Days without water frequently and no bottled water even delivered . I could rant for hours but no one there cares so what’s the point .

Had welsh water working directly outside my house without being notified of the works being carried out. They have poorly blocked off the one way system and cars are still driving down the road, the barriers they have provided are not clearly marked for contact purposes. When the workers were doing the work they have cut the road and sprayed my car with mortar dust with no attempt to clean it off, which could result in the paint coming off my car.
The first part of works has been completed but nobody in the street knows when it will be filled in and finished. They also hit my water mains so was without water for a short period of time. Terrible communication

Poor , unsatisfactory customer service On 22nd August 2026, 4 water ferrules blew in my street , we had the road dug up and we were without water until the job was completed, bottled water delivered
Pressure on water was low and a plumber on call (from M group )came into property and found dirt and grit in the kitchen tap, we thought that was the problem sorted
After several weeks we noticed an unpleasant smell - damp and when removing the plinth from kitchen unit we could see that there was water grit and dirt on floor and on surrounding cupboard, in baskets in cupboard containers, resulting in many items being thrown away . Electrical appliances washing machine/ dishwasher in next units in kitchen were also in water
Contacted Welsh water as a matter of urgency and was told someone would come out to see issues raised and would contact before visit.
• Inspector called at property without contact, therefore no- one home !
• contacted Welsh water again and was told message would be sent to this person
• inspector contacted and I was told that Welsh water not responsible for inside property - this was without having correct information regarding the problem!
• when he looked at issues , took photos
Stated that there was a time factor!
I explained that the evidence was there and that it was the smell that made us remove plinth - we could not see the leak/ damage caused by a blow back
• After several phone calls to customer service for updates, I received a call to say that Welsh water were not responsible for inside a property!and the time factor of the issue reported !
• I requested to speak to a manager but was refused
• I requested another Inspector to call but this was declined
•Asked what else I could do - told to complete an independent complaint, I asked where could I find this and was asked my email and told it would be sent to me - still waiting!
• This is a very poor service/ response from Welsh water , passing the buck back to the customer for something that was caused by very big outside Welsh water problem. Totally dissatisfied

Very unprofessional company to deal with.
Having received a defective 159 statutory notice in conjunction with the threat of court action and claims , they have now conceded that they are wrong.
They are abusing the water act to justify their needs and are not to be trusted.

Just found out I have something on my credit report on a property I've never lived in or owned or rented. Absolute disgusting scum bag company.
How can a company like this be allowed to affect people's life like this.

Beware of Welsh Water . Several months ago we discovered a leak coming from the access to our water meter . Water was coming out of the access and streaming down the road .I notified WW who sent a team out after a 10 day delay . No advance warning they just turned up ,alas our neighbour had parked his car over the access . I spoke to the head fitter and informed him I would get the neighbour to move his car . The fitter said do not bother we have several jobs on we will come back .The return visit took another 10 days in the mean time the leak continued . They discovered the pipework round the meter had corroded and had to dig the road up replace the pipework and refit the meter. On completion I questioned the fitter regarding our next water bill as a lot of water had leaked over several weeks , he thought the leak should not affect our useage but to ring in if our bill had increased .Several months on our next bill arrived and was £150 more than the equivalent bill for the same period last year !!! I sent in a complaint by email on there official form . I had a response notifying me it could be up to 10 days for a response . After several days I realised that as the bill took 5 days from issue to reach me I would be outside their very short payment terms . I rang in and Mia agreed to advance my settlement date by 10 days to cover the delay . 6 days later I had a final demand from WW with a threat my credit rating could be affected if I did not pay quickly . Outraged at this I rang in again and spoke to a polite young lady Angela who apologised for the inaction to my original complaint . She would have to speak to her line manager about any credit to be made and would ring me back . This she did the next day which earned the one star . She informed me that the fitter when he refitted the meter did not take a meter reading despite my fears of a big bill for the leak ,as she was aware we are pensioners and the meters has a difficult access they would have to come out twice two weeks apart to estimate our average consumption . We have been in this property for more than 10 years with bills twice a year showing our useage .Our bill suddenly increases by £150 for a six month period and they still need to check our useage due to their fitter not competing his job . To cap it all it was suggested I pay the inflated bill to avoid my credit rating being affected and await their decision on any credit . A dreadful service and everything has to be transacted in their favour . I will now consult my MP and refer to theCCW

I spoke to Tyler today, he was absolutely brilliant and very informative. After a spell of missing some payments he’s helped me set up a plan that works for me but gave me lots of information about tariffs they offer to help save money which has been a huge help for me.

its taken 4 years for a new connection for an agricultural supply to some troughs since agreeing and paying as quoted. Communication with subcontractors, councils, landowners is terrible. they have no direct message service or caseworkers and the interdepartmental communication is cumbersome, convoluted and inefficient. Subcontractors were unable to locate main. Communication with and for customers is impossible. to make matters worse I have just waited on the phone for 1 hour to get hold of operations and then have been disconnected.

Very poor company. I had a water metre fitted at the end of 2025. My bill rose from £37 per month leading to June to £103. I contacted Dwr Cymru & they said that this was because I owed money from before the metre was fitted, but that this is now paid. They offered to drop my bill to £100 a month to ensure I have credit for the next billing cycle. Then because I used more than the average amount of water it would drop to £70 a month. I live on my own. I'm careful with water for environmental reasons. £70 is the same amount as my friend pays & she lives in a 4 person household. I don't water my garden, I don't flush the toilet unless I have a shit, I wash my hands, I wash the dishes once a day, use the washing machine about twice a week & fill the kettle & dog's water bowl, I shower once a day. They offered to send someone from the water saving team around which is useless as I work full time. I don't know what to do. I'm sure my metre must be faulty. If you are thinking of having a water metre I advise you to reconsider.

The worst water company in the UK?
I live in a village that has the unfortunate honour of being supplied by Welsh Water. Arguably the most inept water company in the UK.
Enjoying a monopoly position with little regard to its customers, continually digging up our newly tarmaced village roads to repair constant burst water mains and outages and then performing shoddy repairs which quickly sink into potential pot holes.
Refusing to pay compensation for loss of supply as required by OFWAT's guaranteed standards of service, massively increasing its charges whist employing overpaid senior management who most likely would find it difficult to obtain employment in the real world.
Truly shocking!