Our contact centre services

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Updated: 14:30 12 August 2022

We are currently experiencing higher than normal call volumes and social media queries, and may take longer than usual to get back to you. Please be patient, we’ll get to you as soon as we can.

If your query is about your bill or account don’t forget you can still do all of these online:

  • View bills/make a payment
  • Tell us you're moving
  • Set up a Direct Debit
  • Give a meter reading

If you have a waste or water supply emergency please call us on 0800 052 0130.

Setup or Amend a Direct Debit

Use this service to provide an instruction to your bank or building society to pay your water bill by Direct Debit.

Direct Debit

A Direct Debit offers you a choice of payment dates and you can spread your bill over instalments at no extra cost.

Please click here to view our Direct Debit Guarantee.


Service user number 997542.


PLEASE NOTE: If you choose a date to pay your bill by Direct Debit and it is within the next two weeks. This payment will be taken the following month.

You will 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.
  • Bank details Bank account number and sort code
  • Permission from account holder If applicable

I'll come back later