Dŵr Cymru Welsh Water Avis 

Called regarding foul waste running into our back garden due to blockage , called and was told we was priority and would have someone out in next hour as my girlfriend is 30weeks pregnant and couldn’t use the toilet. That was 4 hours ago, Still no sign
Happy for us to pay the big rates but can’t sort out a blockage in the time scale they say
Very disappointed

Had low water pressure for 3 years on and off last 6 weeks hardly any, company doesnt care sadly

Useless. One of the hottest days of the year and we’ve got no water. What was supposed to be fixed by early afternoon has now been delayed to early evening. No water for at least 12 hours. Really great service. They’re happy to take the direct debit every month and put the prices up every year but they can’t pull their finger out to get the supply sorted for people quickly. Well done

Do they have a map? For years get emails and calls very early in the morning re burst pipes for Pencader, 40 mins away, in another county, on the other side of the Teifi. Today it tells me i might be affected by a burst pipe in Brynbarian, Pembrokeshire. I live in the middle of Ceredigion. Last time it was Llangranog, by the coast. Spoke to them ones, and the woman tried to convince me it will effect me, told me same post code SA 40 to SA44. Not much difference.....

This company CEO should be jailed their customer service should be minus stars unfortunately there’s no option there they can only be labelled as muggers ( not for profit) what an absolute disgrace

Due to Welsh Water not upgrading the water supply infrastructure since privatisation there has now been ongoing works happening in our area for well over 2 years, and is still ongoing. This is due to an outdated, poorly maintained infrastructure. This has caused a massive inconvenience to residents in the area. There are still ongoing supply interruptions, including at times, no water, and have always had low water pressure for over 2 years. I must be getting at least 4-5 messages a week to inform me of interruptions to my water supply. Made a compensation claim for these interruptions only to be met with a response from WW stating: "If we compensate you, we would have to compensate everybody else"!? This is what they should be offering all of their customers affected by these interruptions. The other worrisome thing here in Wales (likely due to the WAG cronies getting lobbied by these utility co) is the level of compensation offered to households here in Wales. Compared to England, who would get a one off payment per year of £200 for low pressure, here in Wales it is a mere £30 a year??!! My bills have also increased by 100% over a 5 year period but the supply to the property has been getting worse year on year. Clearly these jokers are not fit to run a bath, let alone a water company, they're clearly not spending on the infrastructure and are not looking after their customers. They're goal is to look after their new fatcat ceo, Roch Cheroux, the current Chief Executive of Dŵr Cymru Welsh Water, who stated that customers face a choice between higher bills or waiting longer for improvements to the water network but at the same time, trying to fool people into thinking that they are some holier than though "not for profit company"!!?? Update 15.06.26: Water pressure is getting worse at the property, have reported this issue on a number of occasions and have also reported a leak near their supply to the property. This leak had been found a number of years ago by Welsh Water, chlorine found in the water tested, this leak is likely causing the low pressure issue. The WW employee stated that the water pressure has dropped due to the system in our area being poorly maintained and can no longer deal with the required pressure in the system. To conclude WW are unwilling to offer any substantial reduction in bills, but their customers are expecting to deal with these interruptions with no substantive compensation.

In May 2026 it came to my attention that someone had used my personal information to open accounts with Welsh Water. This had resulted in accounts fraud, using addresses in Wales in which I have never lived. I am even being chased by a collection company.
I immediately spoke to their accounts Department by telephone, and explained the situation.
They asked me to send documentation by email, proving my case ie that I had only ever lived in Devon.
I have reported the matter to the Fraud Office as well.
I have now sent in three messages to Welsh Water, including the requested proof, but to date the company has not responded. I have never lived in Wales.
They apparently do not care!
My credit account has been impacted by this identity theft/fraud, and the incident is making me ill, but getting Welsh Water to help me has been impossible.

Sick of the price rises just to pay there fines for polluting the waters around wales and to pay there greedy ceo , they have been dumping sewage all.over wales beaches and lakes again this year and should not be allowes to operate or charge the public what they do as they are criminals

Absolutely fuming.
We are a private estate and live and abide to a TP1 agreement. No work is to be carried out before 9am and you are here at 07.30 digging pavements up!

Horrendous customer service and dealing with personal data. I am a Welsh Water customer. But for months I have received debt collection letters and solicitor letters for somebody who has no links to my address. The letter advises that the person they are trying to contact me about is deceased and includes their actual address. I contacted Welsh Water to be told they could not find this person. Yet when I sent a copy of the letter they were able to find off the reference number. Very unhappy with misuse of my address and the way they are dealing with a deceased persons affairs. I had not followed up until now but don't see why I should be having to chase a company who I already notified that this person has no links to my address and contacting them once should have resolved this. Looking to take to Ombudsman for the way they are dealing with data after being told that this is incorrect,. Threatening letters that indicate somebody could turn up on my doorstep also shocking when again they were notified that this was incorrect, Also the fact that I pay a bill to them each month for the address in question should be enough for them to update their records as I am the houseowner and bill payer. Have been unhappy with Welsh Water for some time. If I had an option to change company I would. But this whole experience has been shocking from a company that could not care less and this comes across in every correspondence with them. Which is why I will be logging a complaint with the Ombudsman. They are making me spend my own time dealing with affairs that are not mine might aswell spend that time making a formal complaint as dealing with them multiple times has got me nowhere apart from frustrated and would hate for a family member of mines details to be used in this way and with complete disregard for the circumstances.

If I could I give them -1
They are unprofessional,poor customer service they just deduct the high fees, They don't install a water meter, even though I asked, so they can deduct a lot of money!

Welsh water advised us to have a meter fitted as it would reduce our bill but if we weren't happy could have it removed in the first 12 months so we agreed to having it fitted and during the first 12 months was fine now the 12 months have passed they have more than doubled the bill as the 12 months have passed there's nothing we can about it they had conned us so angry unlike electricity companies you can't change supplier and now can't have the meter removed our advice do not have a meter installed

What a dreadful company. Dug a small hole outside a shop. Did not clean up any of their mess. Pavement covered in dirt and gravel so everyone else can tread in all the shops. People could not care less about doing a good job and leaving it clean and tidy. They just cannot be bothered. They left a 18plus bar water leak outside my shop for 3 months..no sign of fixing it. I had to call the council and counsellors to tell them to fix it.

Extremely frustrating experience. I have repeatedly tried to contact Dŵr Cymru by phone, live chat, and social media without success. Customer service appears inaccessible, and I have been unable to get assistance despite multiple attempts. This has been one of the most difficult customer service experiences I’ve had. Dwr Cymru deserves to be shut down.

I am sick to to the back teeth of these ,i pay my bills on time every month was in credit last month i am on a meter just me living here i water garden from water but in garden don't run any central heating so no water being used there. wash clothes once a week . i use as little water as possible . clean car from water but in garden , and these numpties are reporting me to credit agencies as being in debit . Went out to read meter tonight and it was covered in so much dirt it has not been read by them for months . Like i say i pay every month on the dot and they report me to credit agencies as being in dept . And when you ring them about bad markers they try and say there not doing it . Had a gutsful of river poisoning too.

Still no reply from 4 days ago, stated they would reply in 2 .water undrinkable in Rhondda, not delivering to disabled etc, no5 giving proper updates. Totally useless, can’t trust them, charge a fortune , no5 for profit, a laugh. CEO paid nearly a million. Tried contacting today, don’t answer phone, don’t reply to message , or on line question on website

Moved into a new build property and ask the site continues to be built; noticed a change in water pressure. Had my own plumber to come and check it out and nothing reflective in side the property to cause the sudden change in water pressure.
Reached out for support, been advised it’s a ‘private’ issue but can call to my neighbours for the same reason but not able to support us. The best bit about the response, it said it’s not our problem but you ever have a leak we have a range of options to support you. Must be money to be made in leaks clearly.
Shame they don’t think about the customer service when they are taking money each month and rising costs on an annual basis. No wonder the reviews on here are so bad

Had a small leak. Used the online system. Very polite and efficient worker arrived within 48 hours and fixed. Well done Welsh Water

Doesn’t deserve a rating. Single parent here. They’ve upped my direct debit with no warning given. They’ve taken a huge payment out of my account again no warning given. I’m not in debt. I’ve put a complaint in but will be taking it further. As it’ll take 19 days to get back to me. I’m not holding my breath. They need to be shut down or owned by some one who will actually do their job. Beyond fuming and now worried about feeding my kids and paying bills.

Contains lead, chemicals and fluoride etc it’s disgusting sort it out and your charging a hefty fee for this contaminated water..

Absolutely disgusting.