Dŵr Cymru Welsh Water Reviews 412

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

I am a pensioner on pension credit and they were taking £39 direct debit, it was obvious they were overcharging because I took my meter readings that indicated I was not using anywhere near what they had estimated. When I contacted them they dismissed my comment and said that they would only accept the meter reading at the end of the year. I went onto their website and found the link to change the DD amount online. Only it will not let you reduce it. There is an 0800 number to call that is dead with no ring tone. There is a online need help button on the web page, it does nothing. The end of the year has come and I am over £95 in credit after the final bill. To me this is a lot. That is £7 a month more than I should pay. The only way I can stop them taking too much is to tick the pay in full selection on the web site. Because I am a pensioner on pension credit and disabled I used to get a reduced rate. That had been stopped. The web site and customer service has been non existent. This is disgusting.

Useless. Had disputes years ago about how much I pay compared to a family of 5 (we are two adults working 12 hour shifts) at the time who fills a MASSIVE water tank sometimes in the back of his long reach van. Today I get a message to run our taps which has actually taken all day to clear our lines as obviously there has been an issue overnight in the Loughor or Gorseinon are of Swansea so who's paying for my water consumption clearing your contaminated water main??? Mud/dirt in our toilets which will effect our cisterns also my brand new combination boiler really not happy! One star is really generous

I have received many threatening phone calls about missed payments threatening that it will ruin my credit score but when I told them I payed with unihomes they said they could not talk to unihomes for some reason. But I payed to unihomes and they assured me that it was payed to Welsh waters, And every time I received a phone call (atleast 2-3 times a week) they told me they couldn’t talk to me because I wasn’t on the names for the house but it was only my phone they would call. NEVER USE WELSH WATERS!!!!!!!!!!! THEY ARE SCAMMERS AVOID LIKE THE PLAGUE !!!!!!!!

6 times called, 6 times promised a call back within 2 hours, never had a call back! Welsh water fob off work to sub contractors who are mostly hammer and tong merchants, very unhelpful and sloppy work, currently 2 day's now with no water supply to home now Saturday, unlikely nothing is going to happen until Monday at earliest! Absolutely disgraceful company, neighbours in street have same thoughts regarding their work and communication and service

Atrocious company! Wish I could change to somebody else

Vile. The water I mean. Smells like bleach straight from the tap .Imagine the damage that’s doing to your internal organs. At least it keeps the boiler clean I suppose.
No wonder everybody is inflamed and grey.
Not for profit??????

Water main burst in Broughton in August resulted in no supply for almost two days then their repair caused another burst resulting in 5 days with no water at all. When I hadn’t received the promised compensation I contacted them. They told me that according to their records I did have water. Either I’m a liar, I don’t know what water is or their processes are at fault. Others in our street have had the same response as well as an entire nearby village. A disgrace of a company trying to escape their responsibilities.

Welsh Water are good and probably the best about. Had some issues and spoke to an Agent who was really helpful. Excellent Customer Service and I'm glad that Welsh Water is not owned by Shareholders.

Welsh Water are, by far, the worst company I have ever dealt with. Having changed to a water meter in April this year, I would strongly advise others not to do so and avoid for as long as you can. My first bill in July showed as being nearly £300 in debit. After numerous conversations with Welsh Water, who were querying a leak within our property, we waited weeks for an engineer to visit. Although staying in all day, noone turned up but they insisted they had. A second visit was arranged and an engineer said there was no leak. When stopcock was turned off the 'new meter' kept going. We then had to wait weeks again for another new meter to be fitted. Then asked to read the meter ourselves which proved to be impossible as condensation was covering over the numbers. They then said it could be up to three months to get someone out to read it for us. After a lot of pressure from me they rang back and a reading was arranged for 20 September. Again, stayed in all day. Noone turned up. Rang on 23 September and was told my 'case officer' would ring on 24 September, on return from annual leave, to update me. Noone called. Rang again today and was offered an apology as the 'case officer' had been so busy so had not been able to ring to 'apologise' for another no show. I have been promised a call back within 48 'workng' hours. We are left in a state of limbo with no definitive official decision regarding a leak and extremely worried about the bill. This publicly owned company is an utter disgrace and goodness only knows what the future will be as I am given to understand that a new person is about to take the helm and redundancies are on the cards.

WELSH WATER. The majority residents of Ffynnongroyw were without water 14th-17th August. You promised compensation. You have now broken that promise, saying that the water supply was only cut off for 8 hours. You say that the rest of that period there was reduced pressure, but water was still flowing. It wasn’t. There was NO water for nearly 4 days. NO WATER AT ALL. Customers have complained, and had no response. You then stopped ‘recognising the account numbers’ when customers attempted to log an online complaint. You invited people to message you via messenger, but that was blocked, messages couldn’t be sent.
You have now sent emails saying you are engaging in no further communication regarding the matter, and that is your final word. You refuse to accept the FACT that many people had no water AT ALL. Any replies to Welsh Water to this email are met with a ‘emails not accepted’ message and a link to the Welsh Water contact form…. which doesn’t work.
Ffynnongroyw responded well as a community during this time, delivering bottled water to doorsteps, and supporting each other. Your workers worked hard day and night to restore the supply. Their efforts were appreciated. Those higher up the ladder, who made the decision to treat customers like this, should be ashamed.

horrible company, I wish I could change suppliers, they are constantly on at me because I refuse to pay any of my bill on advance and keep telling me if I don't it will put me in debt and they will tell the credit reference agencies I am a bad payer disgusting service towards a pensioner, and as for them saying they plough all the money they make improving their service, if thats so, the why is the C.E.O on £800,000 a year wages.

The agent did not show any empathy at all: she was cold, distant, indifferent and made hardly any effort to answer the points I raised. This is an appalling company with a monopoly that is guilty of the worst offences re-sewage discharge in local Gower beaches and has the effrontery to hike prices by 32% this year to remedy their awful failings dating back many years.

Called Welsh Water because the cost of my monthly bills has doubled with no explanation as to why. Was told my water usage has increased yet I'm a single person living alone out at work full time 5 days a week and have been for 6 years so there have been no sudden changes in water usage. Tried to get some help as I'm not on a high salary despite working full time and living alone. I was told by a friend that as I have crohns disease I am eligible for a bill cap under the sure scheme but was told on the phone that as I'm not in receipt of benefits I can't get it. I'm not in receipt of benefits because I want to work for a living, despite having a chronic lifelong illness which requires me to use more water. I'm being punished for having an illness and wanting to lead a normal life with it. When I asked about any other help they could offer she told me they could send someone out for free to show me how to save money, one of the ways would be to put some bags in the toilet tank which would stop a full flush. With crohns disease I have to use the toilet sometimes 10 times a day and I need a powerful flush. Very unhappy with the service when told I would struggle to pay the bills. Guess I'll have to cut down to showering once a week, doing laundry once a week and whatever else I can do to save water.

I recently had to notify WW of the death of my father. I did this via a web form. At the time I provide the full account details for his house, the meter reading and my full details.
A few days later I received an email asking me to confirm the property was empty. The email came from a "Do Not Reply" email address. After wasting 30 minutes waiting on hold on the phone, I resorted to messenger again providing account numbers etc. I eventually got a reply asking for my email and phone number. A few days later I was asked to provide a meter reading again.

Update. Whilst dealing with WW was painful, I am pleased to report that they have closed the account as requested and issued a refund cheque.

I am in the incredibly complicated process of merging two houses into one. Disconnecting one water (and possibly sewage) supply is proving to be very difficult. After many calls, emails and a couple of visits by inspectors a wonderful man called Mal came out to try and find my sewage pipes. The houses are old and the surrounding properties higildy pigildy so it wasn't easy. He was incredibly thorough and unfased by searching with his cat and Jenny for hidden pipes, digging through awkward land and lifting heavily set manholes. He went out of his way to investigate the complex situation and was incredibly helpful. It was so reassuring to know there are still genuine, hard working, knowledgeable people about who really do want to help. The water pipes are unfortunately another issue and remain unresolved (although not his job Mal did attempt to find these). Fingers crossed when the next inspector comes out he'll be as thorough.
I have to say it's incredibly frustrating when you have a complex job like this and no direct number. I have spent hrs on the phone having to repeat the situation and getting passed from departments. However one thing I will say is that everyone I have spoken to has always been very friendly and tried to help find the right person. I hope this will all be resolved soon and that I will no longer have to pay 2 bills!!!