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Our festive opening hours

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Please note our billing contact centre and webchat festive opening hours are:

Monday 29th December: 08:00 - 18:00
Tuesday 30th December: 08:00 - 18:00
Wednesday 31st December: 08:00 - 14:00
Thursday 1st January: Closed
Friday 2nd January: 08:00 - 18:00
Saturday 3rd January: 09:00 - 13:00

Our Operational contact centre is open 24/7 throughout the festive period for any water or wastewater emergencies.

Water direct debt support scheme application

By completing this form, we can make an application to the Department for Work and Pensions to take a regular amount from your benefit and pay it directly to us.


Once the form has been completed, it can take up to 6-8 weeks to be accepted.

This form is also available in Welsh.

What you'll need

  • Your Welsh Water account reference number This can be found in the top right corner of your bill, on your My Account dashboard, or the reference on your payment if you pay by direct debit.
  • Your National Insurance Number
  • If you are in receipt of a benefit, the type of benefit plus the amounts received.