Welsh Water have a range of support measures in place for customers in difficulty with their water bills during the COVID-19 pandemic. If you are having trouble paying your water bills, its imperative you contact Welsh Water ASAP – either online by clicking here, or by phone on 0800 052 0145 and they will be able to take you through some of the options available to you.

Welsh Water’s response has involved a number of support mechanisms put in place to help customers who are struggling, including:

  • Payment holidays for over 5,000 household customers in financial need
  • Temporary suspension of payments for approximately 45,000 businesses which have had to close due to the government’s current social restrictions
  • An additional £11 million support over the next 12 months for our lowest-earning customers through social tariffs – building on the support they already offer 130,000 customers to help pay their bills

There is support also for businesses and students included in the post below.

If you are having some trouble with your water bills and not getting the help you need from Welsh Water, please contact me using jo.stevens.mp@parliament.uk, or via 02921 329736 and I will raise your issue directly with Welsh Water.

Alternatively, Speakeasy Advice Clinic based in Roath have advisers on hand to help with a range of issues, including utility bills. You can find out more about the support they can offer by clicking here.

Some of the options are listed here:

  • Water efficiency advice that could help reduce future bills if you have a water meter (this could also help reduce energy bills).
  • Accepting lower payments for a short period whilst your income is reduced.
  • A short breathing space or payment holiday.
  • A range of Affordability Assistance Tariffs designed to keep bills affordable for low income or vulnerable customers.


Welsh Water are also mindful of the difficult conditions facing many business customers, in particular the impact that the outbreak is having on their ability to trade and generate income, and so whilst a business is temporarily closed and no water is being used they will not charge a service charge (as they would normally).

Welsh Water are also offering payment holidays and revised payment plans to business customers who have been impacted by the outbreak and have stopped disconnection for non-payment.


If students have left their student accommodation, then Welsh Water won’t charge, regardless of whether there is a meter or not. This isn’t something new they’ve introduced as a result of the outbreak.

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