Contact us
1. Select a Topic Account queries
2. Suggested ways to get in touch
For situations requiring immediate help and/or assistance:
Water emergencies
If you have an emergency - please don't wait
24hrs a day, 7 days a week
Sewer flooding & sewerage emergencies
If you have an emergency - please don't wait
24hrs a day, 7 days a week
Report an issue online
Report leaks, low pressure, blockages, odours and more
Report an issueCheck for current work
See if there are any emergency works happening in your area right now
Check my areaMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
2. What would you like to do? Don't know your customer reference number?
3. Suggested ways to get in touch
Let us know you're moving in online
Welcome to Welsh Water! You can create a new billing account online here.
Move in onlineMove to another property or close your account
You'll need to login or register for My Account to let us know you're moving online.
Move onlineMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Any other questions?
If you are unable to let us know online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. What would you like to do?
Change your name
If you've changed your name you can easily notify us of the change online
Change my nameAdd or remove a name
Add or remove a name from your account using our online form
Change my nameChange my billing address
You can let us know here if you would like to change the billing address on your account
Change my billing addressChange my email address
You can let us know here if you would like to change the email address on your account
Change my email addressChange my contact number
You can let us know here if you would like to change a contact number on your account
Change my contact number3. Suggested ways to get in touch
Please note that we can only discuss this with the account holder, or another person named on the account.
If you are moving, or have recently moved, to our service region and do not yet have a reference number, please see our moving options.
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call our contact centre
If you'd prefer to speak to someone in our contact centre, then our friendly advisors are here to help.
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Choose an option below
4. Suggested ways to get in touch
Setup or amend a Direct Debit
Set up a new Direct Debit, or change an existing Direct Debit using our online form.
Take me thereAny other questions?
If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
4. Pay online
Make a payment online
You can easily make a payment online. You will need your customer reference number which can be found in the top right corner of your bill
Make a paymentMake a payment on the phone
Make a payment over the phone using our automated payments line
24 hours a day, 7 days a week
4. Ways we can help
Cost of living support
As the cost of living crisis continues, we have a number of ways we may be able to help you and make your bills more affordable.
Find out morePriority Services
Our priority services register offers help with your bill, practical help and ways to keep you safe
Priority servicesPayment & debt advice and assistance
If you're having problems paying your bill, please don't ignore them, we have a number of ways we may be able to help you
Find out moreMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us
Speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Please select
If you’ve recently moved home and you’re due a refund from us, you can contact us to request this using the options below.
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Request a refund
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. We're sorry to hear of your bereavement
Notify us online
We appreciate this is a difficult time for you, to make it easier you can notify us of the bereavement using our simple online form
Bereavement formPrefer to call us?
You can speak to one of our customer advisors who will be happy to help
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
2. What would you like to do?
3. Next steps
How to read your meter
Tips on reading your water meter
About your water meterSubmitting a meter reading
We'll let you know when your meter reading is needed, and you can then log in to your online account to submit your reading.
Submitting a meter readingMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Suggested ways to get in touch
Find out more
Find out if a water meter is the right choice for you before you apply
Water metersApply for a Water Meter
Apply for a water meter using our online form
Apply for a meterMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Already applied for a meter?
We’re receiving a high number of applications and are taking longer than we’d like to arrange appointments, your application is in progress and there is no need to get back in touch with us.
More information about what you can expect while we process your application is available here.
2. Find out more
Cost of living support
As the cost of living crisis continues, we have a number of ways we may be able to help you and make your bills more affordable.
Find out morePriority Services
Our priority services register offers help with your bill, practical help and ways to keep you safe
Priority servicesPayment & debt advice and assistance
If you're having problems paying your bill, please don't ignore them, we have a number of ways we may be able to help you
Find out moreMessage us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call us
Speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
2. Tell us more
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
3. Please select
General enquiries
If you are unable to resolve your query online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
Water emergencies
If you have an emergency - please don't wait
24hrs a day, 7 days a week
Sewer flooding & sewerage emergencies
If you have an emergency - please don't wait
24hrs a day, 7 days a week
Call Developer Services
If you'd prefer to speak to us over the phone you can contact us using the details below
Monday to Friday, 8:30am to 5:00pm
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Tell us more
To make things easier for our customers, instead of using email addresses you can complete one of our webforms below to make sure your message reaches the right team as quickly as possible.
4. Please select
Are you the account holder?
You can let us know here of any enquiries where you are the account holder.
Take me thereAre you contacting on behalf of someone else?
You can let us know here of any enquiries where you are contacting us on behalf of someone else.
Are you contacting on behalf of someone else?4. Please select
Email our Water Services team
You can let us know here of any Clean Water enquiries where you are the account holder.
Take me there4. Please select
Email our Developer Services team
You can let us know here of any Developer Services enquiries where you are the account holder.
Email our Developer Services team4. Please select
Email our Waste Water team
You can let us know here of any Waste Water enquiries where you are the account holder.
Go2. Please select
Compliments or complaints about our service
Letting us know if things have gone well, or giving us the chance to put things right.
Take me there2. What would you like to do?
Visit our website
Planning and pre-planning advice, online applications and other services are available on our website
Developer Services websiteEmail our Developer Services team
You can let us know here of any Developer Services enquiries where you are the account holder.
Email our Developer Services teamCall Developer Services
If you'd prefer to speak to us over the phone you can contact us using the details below
Monday to Friday, 8:30am to 5:00pm
Write to us
Developer Services
Dŵr Cymru Welsh Water
PO Box 3146
Linea
Fortran Road
Cardiff
CF30 0EH
2. What would you like to do?
3. Suggested ways to get in touch
Let us know you're moving in online
Welcome to Welsh Water! You can create a new billing account online here.
Move in onlineAlready a customer?
If you're already a customer who is looking to move premises, or if you're expanding and want to add a new premises to your account, then you'll need to contact us another way.
Message us on social media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
We're here 8am - 8pm Monday to Friday and 8:30am - 1:30pm on Saturday. If you message outside of these times then we'll reply as soon as we can.
Any other questions?
If you are unable to let us know you're moving premises online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
3. Choose an option below
4. Suggested ways to get in touch
Setup or amend a Direct Debit
Set up a new Direct Debit, or change an existing Direct Debit using our online form.
Take me thereAny other questions?
If you are unable to setup or amend a Direct Debit online, then speak to a customer service agent
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
4. Make a payment
Online billing
View your payments and download recent bills by switching to paperless billing
Take me thereMake a payment online
You can easily make a payment online. You will need your customer reference number which can be found in the top right corner of your bill
Make a paymentMake a payment on the phone
Make a payment over the phone using our automated payments line
24 hours a day, 7 days a week
3. Next steps
How to read your meter
Tips on reading your water meter
How to read your meterSubmitting a meter reading
We'll let you know when your meter reading is needed, and you can then log in to your online account to submit your reading.
Submitting a meter readingCall us about your meter, meter reading or bill
Speak to one of our helpful customer service agents
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
Message us on social media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
We're here 8am - 8pm Monday to Friday and 8:30am - 1:30pm on Saturday. If you message outside of these times then we'll reply as soon as we can.
Apply for a Water Meter
Apply for a water meter using our online form
Apply for a meter3. What would you like to do?
4. What would you like to do?
Change your company/trading name or contact details
If you've changed your company/trading name you can easily notify us of the change online
Change your company nameChange my billing address
You can let us know here if you would like to change the billing address on your account
Change my billing addressChange my email address
You can let us know here if you would like to change the email address on your account
Change my email addressChange my contact number
You can let us know here if you would like to change a contact number on your account
Change my contact number4. Suggested ways to get in touch
Please note that we can only discuss this with the account holder, or another person named on the account.
If you are moving, or have recently moved, to our service region and do not yet have a reference number, please see our moving options.
Message us on Social Media
We can help with day-to-day queries via Direct Message on Facebook and Twitter.
Call our contact centre
If you'd prefer to speak to someone in our contact centre, then our friendly advisors are here to help.
8:00am - 6:00pm Mon-Fri
9:00am - 1:00pm Sat
We usually have our longest waiting times between 11am and 1pm, but we're open until 6pm on weekdays if you wanted to contact us at a quieter time.
3. Our contact options
Submit an enquiry
If you have a general query, send it to our team using our online form
Webform enquiry3. Find out more
Help and Advice
We put our customers at the heart of everything we do. That means being here when you need us most, giving you help, advice, and support.
Help & AdviceValue-adding services
If you have a query specifically about how our value-adding services, such as data logging and process audits, could help your business be more efficient, then contact our Business Services Team using our online form
Go to form
In your area
Check if there is any work or reported incidents near you that could be affecting your water supply, or sign up to receive alerts and updates.