Dŵr Cymru Welsh Water Reviews 412

I think Welsh Water is probably one of the worst companies I have ever had to contact. Their phone adverts say they want to help and to have respect for the staff. This is my experience. Cut off twice at the stage of the automated response. The AI didn't seem to understand me. The staff seemed not to care. They were slightly aggressive (3 times I had to ask one to be courteous and respectful) They had a bullying nature. Just kept repeating a "Corporate" response like a loop. I still haven't managed to resolve the issue. As for some of the front line staff carrying out the inspections and giving instructions to contract staff. Some of the excuses and instructions are just farcical. Even some of the contract staff were openly saying about how much money the company wastes by being inept and unprofessional. It's just shocking how a company can be so bad and be allowed to pass that cost in waste on to the customer with increasingly high bills.

Waited weeks for water meter to be installed. Installation team never turned up on agreed day of installation. Surveyor turned up and said install team not coming…. They will be in contact in a few weeks. Not even a phone call before hand and put me to a lot of trouble. What a complete shambles of an organisation they are.

Spoke to a friendly and efficient emergency line operative called Paul Robinson who really put us at our ease. He is just the right combination of reassurance and friendliness and he dealt with our concerns swiftly. We live in the National Park and care for my 100 year old Father-in-law, and whenever we have not been able to access water, an emergency supply has been left on our doorstep within an hour. We have had problems with getting water via the taps in our house, at least three times in the last five years, and we've been kept informed by either phone or email until a successful conclusion to the problem. THANK YOU WELSH WATER 😊

Poor company. Bill increases and estimated bills. My last bill covering the last 5 months was over £550, there's only two people in the property. In very small print it said "we estimated your meter reading" Other utilities show this much more clearly on their bills. Once I realised I phoned up with a meter reading and they has overcharged me by nearly £200 but the refund is going to take well over two weeks to reach me.... Hmmm. Couple that with leaks all over this area left running for months which clearly us bill payers are footing the bill for. If my wifi provider is poor I change, unfortunately you don't get that option with the water providers so they don't need to keep their customers happy.

I would just like to say thank you very much to Welsh Water I had a medical problem and they have been very very helpful and I can't thank them enough

Water meter leak discovered last November. Received a bill for £1300+. As it was their meter I refused to increase my direct debit, I have always been in credit with the company so said happy to increase my payments once the leak was repaired and my account returned to the level it was in May, £25 in credit.
6 months later leak repaired and account adjusted to £40 in debit and payments doubled.
I agreed to pay an increase of 70% but asked if my balance could be returned to the previous level.
I'm afraid computer said no! Absolutely no idea regarding the meaning of customer service.

I called up Welsh Water to change my bank details for direct debit payments. I have been paying around £55 monthly payments for my property. Just after I have made changes to the payment details, I receive an email saying that my direct debit payment is £85 per month from now. I called up today to enquire about this and they said it could have been an mis calculation. No apology whatsoever from them and they didn’t take ownership for the issue. Still waiting for a confirmation to see if this has been sorted.

Disgusting company. Changed our meter as part of their "routine operational programme". Everything was fine before the install and now we have a leak over 200 litres per hour outside our boundary. This disgusting company have told us we are responsible for the repair and the lost water since the install. How it's allowed to operate i don't know.

Sort your website out its absolutely Useless!!! Trying update direct debit details stuck on next all time pathetic!!

Breathtaking bill hikes in the last couple of years they absolutely stink of greed. Just had mine through and it has gone up to £74.72 a month😳

Had a recent problem which was handled really well and courteously by the staff. Thank you very much Charmaine and Michelle.

Graham from Pembroke Dock

We have been charged 100 pounds a minth we do not use this much! Requested a metre but theres a large queue and now been told theres an increase of 9 percent!!!!

Actively promotes the leaky loo scheme, sends a video of a 'leaky loo' and of course they find some reason why they won't do it. In addition to this prices have become ridiculous. Started off paying £34 in 2023, then £42 in 2024. £78 in 2025 and now a massive increase to £92 monthly, all with the same size house and usage.

Absolutely shocking
Phoned to say stopcock broken water leaking down the street no water in the house
First available appointment in one month!!!

The charges from this company are appallingly high. We need an alternative to Dwr Cymru in Wales. As pensioners we cannot afford regular annual hikes of 10 to 20% on our water bills.

In 2025 we had an increase to help with improvements with the promise (in writing) that the following year we will see a decrease. However, just received the bill for 2026 and there is another 9.7% so their decrease promised must have been shelved

I’m trying to arrange a water meter installation. This company has an unworkable website and it’s proving very difficult to speak to someone who can arrange the above!
I continue to persevere but I’m becoming increasingly frustrated!

Our meter is spinning round at 150 litres an hour. The fault was reported in November 2025. We were told someone would come out on 6th December. They did but couldn’t find a leak. They said it would be escalated and no need to worry. We were also told that the direct debit which had doubled would be returned to normal. It wasn’t! We telephoned yesterday 2 nd March and spoke to an extremely aggressive and rude woman who said it was fixed as someone had called on 17 February and there was no problem. This is lies. There are 2 of us apparently using 900-1000 litres per day which is utter nonsense. I have raised a complaint which has been so far ignored. In the meantime water is being lost at a very high rate and Welsh Water are ignoring us. We now have to wait another 3 weeks for an inspection. Also it appears the meter has been turned around or tampered with. I have cancelled the direct debit and will not pay until the matter is resolved.

Extortion

Water bill in 25/26 rose by 32%
Water bill for 26/27 up another 11%

It's organised crime
Welsh Water Mafia

Wow, what a mess with the billing! I’ve got a £100 credit, but my annual bill is supposed to be £583.77, which breaks down to £48.64 a month. I contacted Welsh Water, and they insisted I need to pay £53.50 a month, even though I’m in credit. Their excuse? They only send out two bills a year. It feels like Welsh Water is just taking advantage of their customers' balances for their own gain.