Dŵr Cymru Welsh Water Omdömen 

An absolute disgrace of a company. Called them out due to blocked waste pipe. Welsh Water failed to check the public sewer and advised that the problem was on our property. This resulted in excavation and us being in temporary accommodation for seven weeks. £10,000 claim on insurance. Guess what the problem turned out to be? A collapsed public sewer. 100% WW liability. Could have been resolved in a couple of days. WW denied all liability, fabricated events. The Director of Waste services wrote an incoherent response to our complaint. Their waste water services and sub contractors are useless. Ultimately they paid £750 compensation (you have to fight for this and go all the way through the Consumer Council for Water (also useless) to an ombudsman). Pathetic service from smug 'engineers' and useless customer services.

What a super customer advisor I spoke to today. Her name was Kay and she was brilliant, just what you need when you have an issue and need someone calm and collected on the other side. I’ve reported a leak and obviously that is not yet fixed BUT half the battle is won when you have someone on the end of a phone that is knowledgeable and someone who listens. Always had good communication with Welsh water staff…can’t fault them

I had an issue, whereby I had a direct debit set up but no funds appeared to be leaving. As a result, I had a letter demanding the full payment etc. I went on online chat, and it appeared that they had the wrong bank account number and they wanted over £100 a month from me! I told them, that I hadn’t given anyone that bank account number and had no idea where it had come from. This was set up via the phone, so they willingly listened to the call and could hear that I had given the correct information and it was an administrative error on their part. They called me promptly after this within the hour, they apologised accepted fault. And very kindly adjusted my bill and waived nearly £200! As I was not at fault. 10/10 customer service, can’t fault them. In the slightest, a fair resolution! Good to know if they are in the wrong they accept it and correct it promptly.

Hi, my neighbour came around to our house this afternoon to say he had water leaking through his garden shed.
When we investigated, we found there was water gushing out of the stop tap in the lane for house number 21.
I phoned welsh water at 1600 to report the problem, and I noticed an amber flashing on our back lane, to my surprise when I went out to see what was going on, there was a welsh water van there.
There was a lovely young lady digging the road up around the leaking stop valve, her name was Sasha, and the lovely gent with her was Jordan.
What a lovely well mannered polite team they were, and they were there within three hours.
I was so impressed I made them a coffee.
Well done to you both, and Welsh Water.
It’s so easy to find fault and run people down, but give credit where it is due.

Exactly the same issues as almost a year ago in paying my bill! Truly a company run by incompetents.

I have an empty property.
Advised them and asked them to disconnect in 2015.
In 2020 they re-connected, even though I didn't ask them.
Then they sent bills to this (empty) property, ending with a CCJ and default in my name.
Trying to sort this out but they're deliberately dragging their feet as if to torment for fun. You guys need to thoroughly investigate your litigation department, it seems to be run by children.

Welsh water are an absolute disgrace! Charging my elderly father for water he never used 7 months after he passed away!!!!!
Legal action is currently being taken!

Stop paying bonus sort out leaks stop pumping raw sewage into rivers and the sea and stop people getting over inflated bills which they struggle to pay

This company is over charging and saying that they are non profitable bussiness. Shame on you
My water bill is double then my Gas bill.
Unfortunately I don't have option to change this day time robber company.

For three years now I have had issue with a displaced sewer line in ownership of Dwr Cymru. The manhole has had more filming than the blue planet, in-fact the time team have called to say they are interested due to the historical time taken with still no remediation (now archaeological interest) and it has seen more men in the past three years than than the grand old Duke of Yorke to be frank!

3 years of issues, 3 years of having to rod their line and now a jumped up kid in nappies tells me the issue is in my private section and he can come and do another survey to show me. In fact the BBC filmed again on Sunday and evidenced considerable displacements on the 6m section in their ownership (2m fixed the last time when they could have fixed the whole lot)

They are wasting my money and payers money by adding monitors that don’t work, to send guys out to clear drains. Happy to pay out of ours premiums to staff to jet. Undertaken 2 small sections of works which was informed will not work just throwing money down the sewer line…..all for the pleasure of those whom pay!

I’m fed up now of these issues and the poor customer service with continued disrepair. I have given reasonable access each time to the point now I’m stopping all access, will get a secondary contractor to survey and report and take out a private nuisance.

I have asked for freedom of information to exactly how much it’s cost to date which they won’t provide and further requested A subject access request for all correspondence taken place in lieu of my property and name on the address.

I called Welsh Water today for some help with my bill. There was quite literally no wait time and I was greeted by the lovely Rosie in Customer Service. She was honestly so helpful and friendly and managed to reduce my bill for me! Such a painless process; what a winner - lovely start to my week!

Previously contacted Welsh water about water meter instalation, sent another account email and was contacted immediately by very nice lady who would take the issue to the managementThe lady rang back the next morning to confirm installation woud take place asap I thanked her for her help and informed her that the dig team were presently on site and installing the meter

Many thanks

Really easy to get hold of on social media and was spoken to in welsh Diolch

For months constant low pressure or no water. Always seems to be a nearby leak that'll be fixed by the afternoon but then it's the next day, then the next. Surely easier and cheaper to replace the pipes.

Contacted Welsh water with regards to a suspected blockage. Sam the engineer attended my property the following day to resolve the issue. I can't thank her enough for being so reassuring and knowledgeable. Brilliant service.

Threatened with a collection agency unless I agree to a payment plan which means I pay in advance 😉 even though iam in credit so far this year not sure how that works
Asked for them to show me where in the legislation 1991 water act it says I'm legally obliged to pay for a service before I even get it

Last Saturday 07/07/2024 I discovered a stream of water coming under a garden wall opposite where the water main comes on to our property. It is not obvious whether the leak is on the road side or in our garden. I rang Welsh Water and a man came to see and wouldn't commit to the possibility that maybe their very old roadside stopcock was to blame. A failed joint in other words. Given nothing had happened on my side of the boundary wall in a very long time and heavy agricultural traffic regularly uses the road it is not an unreasonable guess. Finally someone a little more conciliatory came to the door and agreed that they, Welsh Water, would investigate. We are in our seventies and my wife is in hospital recovering from a very bad fall, she has osteoporosis, and I have had a Trapezeiectomy on my right hand since this started. The only good thing is I put in a surface water drain to take water from the back of our cottage and that is taking most of the water away but it will undoubtedly begin to cause damage to our garden wall and damp in the house if it isn't stopped. Welsh Water know this and are seemingly doing nothing! I used to be proud of Welsh Water as a not for profit organisation but it seems they are actually little better than their English counterparts. Given my very recent operation this is very painful to type!!!!!!!!! Meanwhile all this water is going to waste........... 23rd July - after continuing to pursue Welsh Water for a resolution I discover that work won't begin until the 2nd September. Leaving aside the damage it is doing on our property the water is still flowing away. We are regularly seeing advertisements on TV asking us not to waste water. The water will have been running away for EIGHT WEEKS and that's if their date is for work to begin is accurate. They claim they have to shut the road and permission takes time. If there's a road accident the road gets closed pronto. It is a narrowish lane past our property but traffic control should not be that difficult. Their stop cock is no more than a couple of feet down and hardly needs a large digger to expose it and the attached pipework. A couple of men with picks and shovels could do it in no time at all. A few weeks ago we had to have a new electricity supply pole. Our electricity supply had failed and the existing pole was rotten. The Pole was on the other side of the road from Welsh Water's stopcock. We were given a generator and in a few days a team turned up and in the space of a couple of hours they had the old pole out, a new pole in its place and our electricity supply reconnected. There was very little disruption to local traffic! It might be their heavy machinery has provoked the break in the water main. 30th July Sub contractors turned up made no contact just put in a new stopcock without, as promised, seeking out the leak!!!!!!! Just as bad or even worse than the private sector!!!!!!!!!!!! 07/08/2024 Finally two sub sub contractors turned up today. Simon and Graziano who are partners in their business. Super polite and at last super competent. Within little more than an hour they had dug down, found the leak, repaired the leak and back filled with as little disruption as possible. As usual it is the boys on the tools who show up the bureaucrats.

I rang Welsh water with an overflowing sewage outside my house.
I spoke to John who was very good and with in the hour, Ieuan called out and unblocked my sewage drain.
Fantastic service. Ieuan was very informative and set straight to the job. All was sorted by him and I can't thank him enough, so pleasant too.
Brilliant job done by Ieuan. THANK YOU SO MUCH.

Ask for a watermeter in feb 2024
Contractor arived an painted the stop tap cover Blue and sugested they would be back with in 2 weeks. no one came to fitt or advised of any delays or any reason it could not be fitted.

raised a complaint. lady from the company rang and simply said no idear why it had not been installed and would speak with a dig team
Still waiting for update or fitting and its now July 10th 2024

I could easily write a million words or just one - chronic! However, poor communications, bullying, shocking service, shoddy subcontractors, broken promises, untrustworthy, abrupt, arrogant, patronising, and the list of negatives goes on. 6 months of misery!