Dŵr Cymru Welsh Water Reviews 

We have given a 5* review, even though the call centre operative been unhelpful. We had to ask/insist a visit with us by an engineer/supervisor, which in fairness she arranged. The engineer (Mike Hughes) came to see us, we told him of our problem. we are not able to get to our stop valve and water meter any more due to age and lack of physical ability and a broken bone in my back.
The meter and stop valve are 35 metres away from our property behind a fence overgrown with decorative bushes on somebody else's property. We only requested for the equipment to be moved to a more accessible place so that we could shut off the water and check the meter if we had a leak. The engineer listen to us, looked at the situation reported back to his boss, he came back and told us that they would do their best and a team would come in a few weeks and attempt to move the equipment. They had a bit of a struggle to do it and managed to move the equipment about a metre to outside the fence and now it is easily accessible for us to get to. The whole operation was carried out within 3-4 weeks efficiently. Well done to the all guys who carried out the work and (Mike Hughes) who arranged for it all to be carried out.
We are very pleased that you were able to do this for us.

Can’t get hold of anyone. Phone - apparently unable to answer due to staff meeting. Waiting ages for a response on chat. In credit over £200 yet they still put my bill up and continue to bill me every month and no sign of my money back! Website is useless. Wanted to download my recent bill for proof of address for something else and won’t let me! Sort it out Welsh water! You charge enough each month! Sort your customer service out and stop ripping people off!!!!

Absolutely shocking customer service......... we are a charity in Pembrokeshire, we had an old meter fitted on the main road, so we had a smart meter fitted so easier to read, welsh water which i will call WW couldnt be bothered to read the new smart meter for 11 months after fitting, we then get a call to say there is a leak approx 100 litres an HOUR, yes 100 litres AN HOUR !!!!!!!!! an engineer called and said it was an urgent matter, one month later - NOTHING....incredible - why is your water bill going up ? to pay for these MASSIVE leaks that they cant be bothered to fix - WOW, not for profit ? yet they are all in new vans and comfortable pay increases EVERY year - SAYS IT ALL, no wonder their reviews are awful - what a bunch of corrupt cartel companies - well we are stopping our D/Debits, bet they will be on soon = LOL

Every time I deal with this company, there's a problem.
Bills rose by 42% last year alone, way above inflation with no improvements to services.
Now I'm expected to pay this year's bill without being able to access any details about it it or any details about previous bills.
More burst mains than ever due to lack of infrastructure ppms and Dŵr Cymru expect customers to foot the bills for overpriced reactive maintenance.
Disgraceful management of a national resource.

I have been trying for over a year to be switched to a meter. They do not follow through or do anything at all about this so I am stuck paying another years worth of extortionately high bill.

My bill for a similar business in London is less than half what I’m paying them.

This company need closing down, they’re beyond ridiculous. Everyone you deal with lies, they all tell you what they think you want to hear, but putting things into action just doesn’t happen here! Managers are even worse than the typical call centre staff; absolutely zero desire to help anyone, just lie, make excuses up, and attempt to blame the consumer. Took them basically 3.5 years to send me my own bill, and I still have on-going issues. They employ a bunch of absolute braindead morons, with severe chips on their shoulders. Really hope the new governing body does something about this shambolic business. They’ve also just increased everyone’s bills by about 40% on average; some people are reporting higher amounts, some slightly less. Either way, it’s disgusting - sickening business.

I wish there was an option for no stars. The worst company in history. It’s not a “not for profit” it’s a greedy, corrupt company that lie, and take double what’s due. We unfortunately can’t stay away because there are no other companies to go to. I am in the middle of taking them to the water “ombudsman”. I hope there’s enough evidence to win and get my money back and I will be going for compensation!! Awful customer service!

Welsh Water sent out Morrisons Group to repair a tap in the pavement outside our house. We did not call them and they did not knock on the door to advise that the water pressure could be affected or turn brown. In digging up the pavement they damaged the very end of our pipe right by the pavement, then tried to tell us we had a private water leak and were responsible for the repair! We had no problems with brown water or pressure until AFTER they dug up the pavement. After arguing with WW they agreed their contractors caused the damage which caused us a lot of stress. Furthermore, we had to have a plumber visit as the toilet cistern would not fill up due to gravel in the water pipe. All in all, a stressful experience where WW tried to push the cost of rectifying the damage THEY caused onto a customer! Very poor service.

Poor service and broken promises
Extremely poor service from Welsh Water. We waited five days for a repair while having no water upstairs due to a leak. During that time, I was told on three separate occasions that someone was coming out — nobody turned up any of those times.
When the pipe was eventually repaired, the situation somehow got worse. They left a huge hole in my garden along with plastic fencing and equipment. Over a month later, the hole is still there and nothing has been reinstated.
Every time I phone to complain, I’m promised it will be sorted, but nothing ever happens. There is no follow-through and no accountability. I have young children and the garden is unsafe, yet this still doesn’t seem to prompt any action.
Completely unacceptable service, poor communication, and endless broken promises. I would not recommend based on this experience.

Minus 3*,s would be more of an accurate description...

Well suprise surprise...YET AGAIN I've been paying twice the amount for my water as my neighbour in small block of flats AND the neighbour opposite him by the most expensive/and worst sea polluting "not for profit company"

But ceo only earns a v v minor amount EVERY YEAR of£892,000 per annum...gosh wat a total n utter lie(no 1)
Around july 2023 i asked for a water meter to be fitted as i suffyer from osteoarthritis n shower daily (as both my neighbours do aswell...

Engineer said i can't fit a water meter internally has there's already a water meter externally.(Lie no 2)
Recently ask advisor why am i paying twice the price??
She tried every excuse in the book to distract me from v simple plain question,,,cos of this ,,, cos of this,,that n bc of the other utter rubbish...
Then i got switched to "help me pay" department...

Turned out the lady i spoke to in march 2023 that increased my monthly bill up by £20 ish per month as id fallen behind by a few months and been under charged n v v conveniently forgot to mention my p i p payment isn't considered as part of my monthly income as the " help me pay" dept did...( Slimy lie no3)
So ive been paying £20+ more than i should have for 17 months bearing in mind id only fallen behind on payments for a few months...gosh how strange...about 6 months ago they threatened to send( bully me) with bailifs for the sake of massive £26.45p late payment,,so queried alleged late payment..v v conveniently there "data base" was incorrect but my pen n paper notes were correct and i actually only owed the scm about £6.50(advisor was v embarrassed,,,but no apology/reason explained)
So over the last 19 months ive been overcharged by about £380another suprise i was at no point informed im paying twice as much... isn't that convenient for them n utterly unprofessional/ incompetent...
So i v v sternly said tothe "help us pay" dept that i expect to be fully reimbursed otherwise I'll take them to small claims court,,as they lied/mislead me on numerous occasions n I've caught them red handed as each call/dates/times n outcome was written down every time I've contacted the low lives...v v suddenly my bill has been reduced by by £13 nxt 2 month...
In April their rates are increasing (yet again)
But my monthly payments will now be £30 ish onwards(same as neighbours/same as wat it should have been since march 2023...
But this still leaves me short of £380...
Yesterday day i v speedily got a letter stating i owe them £40 ish nxt month n month after(shame they weren't so speedy at informing me im paying way over the top...

I should nt have to pay them a penny in actual fact as im £380 in CREDIT with them( again v v conveniently no mention of my credit note in most recent letter...just i owe them £40 odd for nxt 2 months/ no mention ill b back on tariff i should have been paying all along...

Nasty/sleazy n v v under handed way of doing a "not for profit" business...
The horrible leeches can affect my credit rating if i don't pay the£40 for nxt few months...eg their financially black mailing me v v happily in the knowledge of my disabilities...nice company eh??? OR £ grabbing totally morally corrupt scm..ill let u decide and update trust pilot wen they've wriggled out of reimbursement due to some slimy sleazy clause...

Water meter installed as single person occupancy. Water bill goes up to equivalent of 4 people living in property. Welsh said my problem as leak on my property. Luckily I have insurance, plumber came out said no leak on property but the water meter is making water gushing noises. Welsh water man comes out, admits there is an issue with meter, and says they'll contact to change... in mean time my debit debit is ridiculous! 2 months later chasing for new meter, will take up to another 3 months to change!!!! Completely incompetent!

After a lengthy delay in installing a new water supply - and in a very dangerous way, we complained and took the matter to the Consumer Council For Water who took on our case and were brilliant in dealing with our complaint. Welsh water have painted a picture to the adjudicator in this case which is factually incorrect and the delay by them cost us dearly.
It's no wonder their ratings are so low

They responded to my issue, no water, however they Did Not return to repair the burst pipe which was resulting in significant loss if water through a hole in road, I phoned the emergency helpline after waiting more than 12 hours , the hole in the road was getting worse with a significant loss of water . I was called back by a very helpful lady who accepted that Welsh Water had failed to deal with the problem in a timely manner. She arranged for a temporary solution to return water. Thank you.
This morning they have arrived to start the work to replace the burst pipe.
I appreciated having water back last night. Thank you.

How a company should be run ! Welsh water were great at setting the account up and making sure my payments are kept appropriate without being in debt or racking up too much credit. The customer service is some of the best I’ve ever had over the phone which was extremely helpful and nothing seemed to much!

Shockingly bad

My mother died and her account was in credit; they promised a refund to her bank account within 8 days.

The refund didn't come so I called them again (average waiting time just to speak to someone is above 20 minutes). They said the transfer had been sent (it clearly hadn't) and I should wait a few more days.

I waited another week and called again; they said they couldn't do bank transfers and would send a cheque within 2 weeks.

2.5 weeks later, no cheque, so I called again and was told they had made a bank transfer the day after my first phone call (a blatant lie) and refused to do anything else.

Their incompetence and stupidity is astounding, and when taken in the context of messing around people grieving the loss of their mother it becomes repugnant.

They probably used the money they stole from us to buy a big bag of rubber chickens to hit each other on the head with - that is their level

I’m absolutely disgusted with the way Welsh Water has treated us. My bill has been raised to an unreasonable level even though nothing has changed in our home. We have three small children, and instead of supporting families who are struggling, they just keep increasing the charges without offering any real help or investigation.

It feels like they take advantage of the monopoly they have, because customers have no choice but to stay with them. If I had the option to switch to another supplier, I would leave this company immediately.

I’ve been charged hundreds more for no clear reason, and every time I ask for support or answers, I get nowhere. This is unacceptable and completely unfair.

Had problems with leaks I couldn't afford to get fixed due to local plumbers quoting ridiculous amounts of money,got leaks fixed by the very reasonable plumber Norman, during this time my bills just went up and up until I spoke to Neil who couldn't have been more helpful in resolving my issues,he is by far the best customer support operative I have ever spoken to and will be forever grateful to him,I think sometime in the future he will be running Welsh Water,!! he certainly deserves to and I would like my eternal thank,s passed on to him if possible.

No probs with supply, but impossible to get billing issues sorted. They never answer the phone, & online services are abysmal.

Have now made themselves "paperless" so you have to register an online account before you can view your bills. Don't have the account number on you? You will go through the tedious process of verifying who you are, only to find that - if you can't recall the EXACT name they gave your water trough - you won't be able to register, and will have to enter a long phone queue or an even longer "chatbot" process. I tried chatbot. Will this get you access to your account? No. You fill in all your personal details and the account number, they will tell you something doesn't match their records and tell you to get in touch, which you can't do because - you guessed it - the only option is the phone queue or "chatbot". So round and round you go. And this is supposed to be progress! Mwah ha ha ha.

If I could give a zero it still wouldn’t reflect the poor level of service and communication received. I raised a complaint having had no water in a a newly purchased property for over 6 months and then when they did turn it on caused a leak. They have taken absolutely no responsibility and then added a service charge for the pleasure. You should be ashamed of yourselves