Dŵr Cymru Welsh Water Arvostelua 

Trying charge us twice every month ... Ignoring all communications.

I was on a Sunday doing some chores when it came to my notice that a person in hi vis was driving a metal pole into my driveway between the gate and the edge of the road. I politely said to him does he realise he is on my drive. ‘ I’m looking for a stop valve ’ a Welsh water employee told me. It’s not there I told him.
But no politeness no request to do what he was doing no apology just humph and walks off…..
What is it coming to….

One star is too much . This water company gets worse . They keep taking more money and beyond shocking service . Days without water frequently and no bottled water even delivered . I could rant for hours but no one there cares so what’s the point .

Had welsh water working directly outside my house without being notified of the works being carried out. They have poorly blocked off the one way system and cars are still driving down the road, the barriers they have provided are not clearly marked for contact purposes. When the workers were doing the work they have cut the road and sprayed my car with mortar dust with no attempt to clean it off, which could result in the paint coming off my car.
The first part of works has been completed but nobody in the street knows when it will be filled in and finished. They also hit my water mains so was without water for a short period of time. Terrible communication

Poor , unsatisfactory customer service On 22nd August 2026, 4 water ferrules blew in my street , we had the road dug up and we were without water until the job was completed, bottled water delivered
Pressure on water was low and a plumber on call (from M group )came into property and found dirt and grit in the kitchen tap, we thought that was the problem sorted
After several weeks we noticed an unpleasant smell - damp and when removing the plinth from kitchen unit we could see that there was water grit and dirt on floor and on surrounding cupboard, in baskets in cupboard containers, resulting in many items being thrown away . Electrical appliances washing machine/ dishwasher in next units in kitchen were also in water
Contacted Welsh water as a matter of urgency and was told someone would come out to see issues raised and would contact before visit.
• Inspector called at property without contact, therefore no- one home !
• contacted Welsh water again and was told message would be sent to this person
• inspector contacted and I was told that Welsh water not responsible for inside property - this was without having correct information regarding the problem!
• when he looked at issues , took photos
Stated that there was a time factor!
I explained that the evidence was there and that it was the smell that made us remove plinth - we could not see the leak/ damage caused by a blow back
• After several phone calls to customer service for updates, I received a call to say that Welsh water were not responsible for inside a property!and the time factor of the issue reported !
• I requested to speak to a manager but was refused
• I requested another Inspector to call but this was declined
•Asked what else I could do - told to complete an independent complaint, I asked where could I find this and was asked my email and told it would be sent to me - still waiting!
• This is a very poor service/ response from Welsh water , passing the buck back to the customer for something that was caused by very big outside Welsh water problem. Totally dissatisfied

Very unprofessional company to deal with.
Having received a defective 159 statutory notice in conjunction with the threat of court action and claims , they have now conceded that they are wrong.
They are abusing the water act to justify their needs and are not to be trusted.

Just found out I have something on my credit report on a property I've never lived in or owned or rented. Absolute disgusting scum bag company.
How can a company like this be allowed to affect people's life like this.

Beware of Welsh Water . Several months ago we discovered a leak coming from the access to our water meter . Water was coming out of the access and streaming down the road .I notified WW who sent a team out after a 10 day delay . No advance warning they just turned up ,alas our neighbour had parked his car over the access . I spoke to the head fitter and informed him I would get the neighbour to move his car . The fitter said do not bother we have several jobs on we will come back .The return visit took another 10 days in the mean time the leak continued . They discovered the pipework round the meter had corroded and had to dig the road up replace the pipework and refit the meter. On completion I questioned the fitter regarding our next water bill as a lot of water had leaked over several weeks , he thought the leak should not affect our useage but to ring in if our bill had increased .Several months on our next bill arrived and was £150 more than the equivalent bill for the same period last year !!! I sent in a complaint by email on there official form . I had a response notifying me it could be up to 10 days for a response . After several days I realised that as the bill took 5 days from issue to reach me I would be outside their very short payment terms . I rang in and Mia agreed to advance my settlement date by 10 days to cover the delay . 6 days later I had a final demand from WW with a threat my credit rating could be affected if I did not pay quickly . Outraged at this I rang in again and spoke to a polite young lady Angela who apologised for the inaction to my original complaint . She would have to speak to her line manager about any credit to be made and would ring me back . This she did the next day which earned the one star . She informed me that the fitter when he refitted the meter did not take a meter reading despite my fears of a big bill for the leak ,as she was aware we are pensioners and the meters has a difficult access they would have to come out twice two weeks apart to estimate our average consumption . We have been in this property for more than 10 years with bills twice a year showing our useage .Our bill suddenly increases by £150 for a six month period and they still need to check our useage due to their fitter not competing his job . To cap it all it was suggested I pay the inflated bill to avoid my credit rating being affected and await their decision on any credit . A dreadful service and everything has to be transacted in their favour . I will now consult my MP and refer to theCCW

I spoke to Tyler today, he was absolutely brilliant and very informative. After a spell of missing some payments he’s helped me set up a plan that works for me but gave me lots of information about tariffs they offer to help save money which has been a huge help for me.

its taken 4 years for a new connection for an agricultural supply to some troughs since agreeing and paying as quoted. Communication with subcontractors, councils, landowners is terrible. they have no direct message service or caseworkers and the interdepartmental communication is cumbersome, convoluted and inefficient. Subcontractors were unable to locate main. Communication with and for customers is impossible. to make matters worse I have just waited on the phone for 1 hour to get hold of operations and then have been disconnected.

Very poor company. I had a water metre fitted at the end of 2025. My bill rose from £37 per month leading to June to £103. I contacted Dwr Cymru & they said that this was because I owed money from before the metre was fitted, but that this is now paid. They offered to drop my bill to £100 a month to ensure I have credit for the next billing cycle. Then because I used more than the average amount of water it would drop to £70 a month. I live on my own. I'm careful with water for environmental reasons. £70 is the same amount as my friend pays & she lives in a 4 person household. I don't water my garden, I don't flush the toilet unless I have a shit, I wash my hands, I wash the dishes once a day, use the washing machine about twice a week & fill the kettle & dog's water bowl, I shower once a day. They offered to send someone from the water saving team around which is useless as I work full time. I don't know what to do. I'm sure my metre must be faulty. If you are thinking of having a water metre I advise you to reconsider.

The worst water company in the UK?
I live in a village that has the unfortunate honour of being supplied by Welsh Water. Arguably the most inept water company in the UK.
Enjoying a monopoly position with little regard to its customers, continually digging up our newly tarmaced village roads to repair constant burst water mains and outages and then performing shoddy repairs which quickly sink into potential pot holes.
Refusing to pay compensation for loss of supply as required by OFWAT's guaranteed standards of service, massively increasing its charges whist employing overpaid senior management who most likely would find it difficult to obtain employment in the real world.
Truly shocking!

A little email from Dwr Cymru a couple of weeks ago to let us now of some works in our locality…..hmm - this is our house….constant noise/ drilling…..apparently our water is off tomorrow- no notification from DC…….another 5 weeks to go….our road is being dug up tomorrow- no direct communication from DC whatsoever 🤬🤬 no community engagement, just a bog standard email - impacting not only on us, but also (ageing) neighbours- no rubbish collection for 2 weeks…No response to my email - no communication- absolutely appalling

I simply cannot believe the service charges applied to my water bill. It is more thsn the water useage charge.
This company promotes "not for profit" yet with such high service charges how can it be.
I dont mind paying towards infastructure charges, however this is rediculous.....sort it out!!!!

An over large,grubby company who have no interest in their customers or the environment,as long as we keep paying.I have had long standing issues with Welsh Water,and they simply do not care and try to defend the indefensible.All of us should have a choice of water company as we do with gas and electric,because companies as bad as this one shouldn’t be allowed to operate.No wonder they are considered one of the worst water companies

Writing this review as I feel sorry for anyone dealing with Welsh water, we are currently trying to sell our house and purchase another property everything is in order apart from Welsh water sending us a section 104 signed agreement. Near in mind there is a lot of money involved in these purchases and after chasing was told to stop ringing and we will receive the section 104 when they want to send it. Also they said a house purchase doesn’t concern them and won’t speed them up. The whole process so far has been 8 weeks and they were quick enough to take the payment for the works that needs to be done. Also they are not concerned about the urgency of 4 children involved in these transactions being able to attend new schools on the enrolment date. Absolutely shocking service, needs to be looked into. Just look at the reviews. Any other company received reviews like this they would be looked into and lose business.

Very high prices. We have been cut off for two consecutive Saturdays for hours at a time in Broad Haven. No offer of compensation for the massive inconvenience.

Awful experience. Welsh Water appears to have serious systemic issues and needs a complete overhaul, starting with stronger management and accountability.

Over several months, I raised multiple complaints that were repeatedly closed without a response or resolution. Promises were made but rarely fulfilled, appointments were missed without anyone turning up, and hours were wasted chasing updates by phone.

My experience dealing with Lyn Harrison from the Pontypridd area was particularly disappointing. I found her manner patronising and dismissive, and several promises and commitments were repeatedly not followed through.

While I dealt with some genuinely helpful staff, the wider problems are clear. With a Trustpilot rating of 1.6 and so many customers reporting similar experiences, this cannot be dismissed as isolated incidents.

Wake up, Welsh Water.

We had a leak on the water main feeding myself and my neighbour, after reporting it, and them knowing we had little water they still proceeded to come and look at it, not do anything and take over a month to repair it, poor service for the high monthly bill you pay to them,
But that said, when there was a burst pipe in the village, they did try to fix it much quicker.. only to dig up the road in pretty much the same place about 4-5 times over the last couple of years. So Embarrassing.. if U switch did water companies, I’d have changed from Welsh water years ago

Staff always helpful and pleasant-costs increase but would be more if the company was anything other than ‘not for profit’.
Letter recently to inform they are fitting meters to monitor for leaks which is hugely important-especially at the moment-when every drop counts.