Dŵr Cymru Welsh Water Reviews 

Welsh Water owes me in excess of £5,000 in overpaid bills and yet they still employ the heavy-handed boys (Orbit), to pester me for a supposedly outstanding £1,339. Welsh Water are fully aware that I am a pensioner in my mid-70s trying to get by on a basic pension, living in a small 2 bed. Only until recently have they been telling me that there were no discounts available on the £550 payments that I was promptly paying every year. Welsh Water should stop Orbit harassing me as I have all the documents and proof that they are at fault.

They really need to explain to me how a flat with 4 people and 2 cats (where I was last living) uses less water than a house with 1 person and 1 cat (where I am currently staying). There's no water leaks in the house and I never have the heating on in the house. I personally think they're just charging a premium on those they think can afford it such as house owners, it's not right as that's just forced socialism. The water meter is outside under the pavement and they won't send anyone out to read it. How am I suppose to trust that they're not ripping me off!? When do they actually read what I've actually used and not go off "estimates" that they never explain how they came to?

They also had the audacity to send out leaflets pretty much bragging that they're now the most expensive water company in the whole of the UK and trying to hide behind the fact they're a charity. Read the room Dwr Cymru, everyone is strapped for cash, if you're not already giving to charity, you're not going to be happy that the water company is forcing you to.

Had a meter installed after my bill as a single person, in a small property jumped from £600 to £800 per year. I was not informed of the huge daily service charges prior to installation. 7 months down the line my monthly payments have jumped from £36 to £50 pm due to the fact that they're too incompetent come out to read my meter. I pay for this service in my daily service charge!

The stench of raw sewage constantly fills the air of my neighbourhood. I'm again charged for them to 'apparently' take it away. Instead, this just gets dumped into my local rivers, and the huge fines passed on to their customers. Daylight robbery!

letter received this morning advising bill going up for the next four years.I cannot even be bothered to explain the nonsense excuses and mitigation they outlined in the letter.It is all becoming rather concerning for those who have grafted a life time to retire and have a reasonable standard of living.

Terrible company rude pestering causing anxiety for customers and the water is terrible.

Moved house 20/8. Meter read 11/8 so final needed. Request made could not be honoured as meter T1 - Arnie territory. Physical disability and distance prevented my reading meter. Gave new location and was asked to read meter ! DOH !!!.
Service adviser unsure they supplied so asked to contact previous owner.
Welsh Water only water supplier in Wales unless you have private well. None visible only meter cover outside every property.
I shall write complaint.

Staff have been dealing with a request from my neighbour to access the sewerage system via my lateral drain . Everyone has been helpful and very clear in explaining their systems and my rights the different possible outcomes etc. Calls were returned promptly and operators polite and helpful. Officers who visited were very pleasant to deal with .

My water bill has gone up by almost 100% on water meter inspite of similar use. When speaking to their water meter unit I was told that 35% increase in water rate from April 2025 but I was only informed in August 2025 as my online account with direct debit only send bill every 6 months, last one in Feb 2025! So 35% increase was without informing the customer even by e mail ( the way I get my bill)!! I also had £92 outstanding to pay as their monthly direct debit calculated wrongly in Feb 2025 and August 2024. What a service this company has!!!! For people on Wales there is mo choice either!!

Got my statement from Welsh water and anticipated a pay increase which they said would be 27% however they increased my water bill by 298%!!!!!

Welsh Water had the nerve to write a letter explaining why the fee went up one of which was to put £73 million aside to help pay for low income or vulnerable people’s bills, which explained is you pay more to pay their Water because that low income person most likely can’t be bothered to get a job and pay for what they use!

Secondly, they said they were charging more for investments in the company roughly £1.1 billion to clean up the rivers and outflow outlets, everybody knows the water companies got fined for dumping sewage in the rivers and now they’re charging their customers more to clean up their mess. How on earth is that allowed.

It’s disgusting, and embarrassing, working class people are being forced to pay for their companies mistakes and messes. Welsh water should absolutely ashamed they say there are nonprofit company however the CEO gets paid half £1 million a year! In one year they got a £91,000 bonus. Which I guess explains where my money is going.

Absolute jokes!!

This company is the most disgusting ripoff merchants you could ever hope to meet... you have no option other than to use them, they never show up when they're supposed to and charge an extortionate amount for what should be a basic human right. Customer service do not care what soever. Just kept saying if I was on benefits they could help but unfortunately I work.... absolutely disgusting! Worst part is they're the only company that does this area... they make 800 million a hear and are using our money to invest.... absolute con artists......

Shocking!! My water meter was fitted less than two months ago and I have called Welsh water 3 times because of leaks. It was recommended by a friend of mine who works for them!! No one turned up when I called them. I chased them again and they still didn’t turn up. Complete and utter shambles of a company! Let’s hope a new regulator can sort their nonsense out or get someone else in!!

Disapointing that you cannot leave a no-star review. Tried to find the telephone number of Welsh Water but the company is that shy it won't give you one except for the emergency numbers they are legally obliged (forced) to provide. Resumed the search bypassing the Welsh Water main contact site and found them all listed on what appears to be a 3rd party site

Worst company ever, I wish I never knew about this company

Absolute joke of a company waited a week for a leak to be repaired with out hot water being promised different days by different staff having 4 children one a baby and now to top it off a few months after deciding to dig up the road directly outside my house to access the leak they have now decided with no warning and to start the work at 1 am using jackhammers and disk cutters being told that they don’t need to give notice on a residential area as it is right as it’s an emergency leak repair but when we were without water it wasn’t an emergency as they had to take time to plan the road works they really have no consideration

Suddenly my bills increased by 95%. No explanation by Welsh Water and no increase in use by me? The Welsh Government boasts Welsh Water are non profit making but they behave like the privatised water companies.

I contacted WW this morning about low water pressure. An hour later a nice chap from WW arrived at my front door. Another 20 minutes later and my water pressure was restored. I am delighted by the prompt, professional and efficient service. Well done WW. Keep up the good work.

Very,very poor company who have stuck a middle finger up to their customers,including me,the government through their lies,the environment and official bodies empowered to monitor them.My house overlooks a carpark that they use to fill tankers from time to time,because there is a water source there that they use,but it’s also used by members of the public wishing to conduct business at The Range and Annette’s furniture store.They commandeer the end right by the entrance to the carpark which causes problems for people either entering or exiting the carpark,especially if one of the huge tankers happens to be leaving.The amount of water that leaks from these tankers across the carpark is disgraceful,and I have watched pedestrians with their children walking through this water,as well as customers vehicles driving through it.The noise and diesel pollution from the vehicles makes going outside difficult.About three years ago,I complained to Welsh Water about this,the noise,the disturbance and disruption,especially at night,particularly when it goes on for 24 hours continuously,and they sent two employees to my address to ask me ‘what the problem was’,and as they left,one said to the other ‘well, we’ll have to do it at night then’In other words,these two were intent on making as much disturbance at night that they could,which would disturb myself and my neighbours.The whole conversation was very uncomfortable and I felt they were both there to intimidate me,but I’m not easily intimidated.I also felt that giving my name and address to these individuals was a breach of Data Protection,particularly when the complaint was made on their website by email.Welsh Water insisted it wasn’t,however I’ve taken advice,and it could be.All in all,the carpark is slowly breaking up because of these lorries,despite an attempt to tarmac the potholes in the rain.The noise continues despite my and others complaints.Welsh Water are an un listening and monolithic company who think they are above the law.I wish we had a choice of water company,because I would drop Welsh Water at a moment’s notice if I could.The carpark is used for the public to conduct business at The Range and Annette’s furniture store,and parents use it to park up to take their children to a nearby school.I have watched the parents and their infant children navigating these tankers to get to school.I remain concerned that someone will be injured by one of these vehicles.Appalling.I could say so much more,but Welsh Water don’t care what I or others think.

If I could give no stars, I would. Trying to inform them of my aunts death - they have: listed me as the owner despite me repeatedly telling them that I am not , demanded payments that we do not owe, failed to record my repeated contacts with them, no links between different departments, failed to recognise that probate has not yet been granted so the property cannot be sold or occupied, refused to believe that I don't live there (even though I don't even live or work in Wales), aggressively questioned why I visit the house (despite it being a stipulation of the empty house insurance that someone does a regular check so I have no option)... I could go on but its too stressful and depressing and distressing. Now their complaints page isnt even working.

I called welsh water as my bill had increased and I was worried about payments. I didn't even know about the watersure wales scheme but the lady I spoke to picked up on it when I mentioned I was on benefits. I'm afraid I didn't get her name but both she and Nathan Edwards treated me with dignity, respect and empathy. Their kindness meant the world to me and I haven't stopped singing their praises and telling everyone about the call. They were able to switch my tariff and save me £200 a year which is a massive relief to me. They explained everything during the call so the only thing I had to do was send 2 pieces of information by email. Had a message from Joseph within 2 days to say my tariff had changed. Thank you all so very much