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Frequently asked questions
If you have just moved into the property or have had work carried out there, please check your internal / external stop tap has not been switched off.
Check the latest information about what's going on in your area - this area has the latest information on planned work and emergencies. Have you received a warning card from us to advise you that your supply will be interrupted for essential maintenance?
Click here to check whether any major emergencies in our region might have resulted in your water being temporarily switched off.
It would be helpful if you could check whether there is anyone working out in the street who may have interrupted your water supply and whether your neighbours are also affected before you contact us - thank you.
Your Welsh Water account reference number (customer reference number) consists of 10 digits and can be found in the top right corner or your bill.
If you do not receive paper bills but have signed up to the ‘My Bill’ service you can also find your customer reference number by logging in.
You can tell us you're moving by using our online form
Do you have a water meter at your old or new home?
We'll need a meter reading on the day you're moving in or out but only if it's safe to do so. If you're not sure where your meter is, speak to one of our team on Live Chat and we'll let you know where it is. Our team are available Monday to Friday between 8am and 8pm, and on Saturdays between 8.30am and 1.30pm.
If you're unable to read the meter for whatever reason and we have a few day's notice, we can read the meter for you. Otherwise, we will estimate your meter reading based on your previous usage.
Let us know your details by filling in one of our forms and we'll do the rest. We'll contact you when we've updated your account and let you know what you need to pay.
If you know when you're moving in, give us your details using our online form and we'll do the rest. We'll contact you when we've updated your account and let you know what you need to pay.
I don't know
Don't worry if you don't know. You can speak to one of our team on Live Chat to help get your account up and running. Our team are available Monday to Friday between 8am and 8pm, and on Saturdays between 8.30am and 1.30pm.
If you're a student ...
If you move out before the end of our financial year, you are only responsible for charges up to the date you move out.
Let us know your move out date by completing our online student moving house form. We can then close your account as of the date you move and refund any over payment for the period you weren't at the property, or send you a final bill if you pay by Direct Debit or payment plan. Just to let you know, if you're moving into a new home you're responsible for the bill from the date your tenancy agreement starts - not the date you physically move into the property.
P.S. - We hope the move goes well!
Discoloured water often appears brown, yellow or cloudy but is unlikely to be harmful to health, however we wouldn’t expect anyone to drink it when it looks unpleasant. It usually clears fairly quickly after a few minutes of flushing your taps though but it may take around 45 minutes of running the tap before it clears.
If you're concerned or the problem persists and doesn't clear after approximately 45 minutes of flushing, please view our pages on discoloured water to find out more information or speak to one of our customer service agents on live chat.
If possible you may wish to check with your neighbour to see if they are experiencing the same problem before contacting us.
Speak to our operations team:0800 052 0130
24hrs a day, 7 days a week
Speak to our Billing team:0800 052 0145
Welsh language line also available: 0800 052 6058
Calling from abroad? +44 29 2090 7703
Mon - Fri 8am to 8pm, Sat 8:30am to 1:30pm
Speak to our Developer Services team:0800 917 2652
Monday to Friday, 8:30am to 5:00pm
If you'd prefer to speak to us in Welsh0800 052 6058
Mon - Fri 8am to 8pm, Sat 8:30am to 1:30pm
Text relay for customers with hearing and speech difficulties
Telephone: 18002 & number you want to call
Textphone: 18001 & number you want to call
Bogus caller / checking a visiting officers identity:0800 281 141
24 hours a day, 7 days a week