Dŵr Cymru Welsh Water Reviews 412

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

How are this company allowed to hold a licence? They will do anything they can to manipulate the truth and never get a thing right.
I setup a DD to cover this years payment and had a confirmation email from them. I then received a letter saying I needed to setup said DD , thinking it was job done I ignored it. I then got another one, even more threatening, so I went online to find no DD had been setup. I then setup another one and received confirmation again. Within hours I received an email from their litigation department. Now not being happy I made a complaint. This was met with an email saying the whole situation was my fault because I had not pay them for two years 8 and 10 years ago. Welsh Water out of nowhere setup a situation by not actioning my DD so they could issue court proceedings against me.
Welsh Water are a totally incompetent and arrogant, ‘Not for profit just for wales’ if you believe that you believe anything. Peter Perry who leads this gang earned £892.000 in 2021 and last year he took a £91000 bonus. Nice work if you can get it from a not for profit company.
While this talentless wonder takes your money you can’t swim in the sea safely. Between Hafren Dyfrdwy and Dwr Cymru a 613,618 hours, the equivalent of 25,567 days of sewage discharges. Please look the facts up. Millions of tons of sewage discharged and this guy thinks he can pocket an extra £90000 of your money.
Not for Wales he just takes your money and puts it in his pocket. Then he has his bully boys threaten a disabled person. In the words of the late great Terry Thomas, “You’re An Absolute Shower”.
Let hope the people of Wales kick Labour out and the new government kicks these clowns out.

I'd like to know how my 81 year old mother's water bill has gone up from £500 odd a year to over £900... not profit my ass.. I have told her not to pay it because if it was me I certainly wouldn't pay that a year, for the service.

Tanker driver called Brendan clameer registered number of vehicle CF73 OBZ Was a very helpful guy to me I had a flat tyre he pulled in behind me and very kindly help me sort it if it wasn't for his help I don't now what I would of do I had a van full of parcel ready to be delivered I would just like to thank him for his help 😀 😊

Had a faulty water meter and was charged a very big bill. Spoke to Welsh water and they didn't want to know really.
It's disgusting that we were not told we had a faulty meter, when they new it was faulty. I've been a customer for years and you get treat not fair. I hope this doesn't happen to anyone else but be aware please.

27% bill increase with no forewarning written notification?

Extortionate pay increase for top executives gross mismanagement?

Not for Profit, Strictly in the CEO's Pocket.

Reinvestment in the modernisation of infrastructure?

We the people are disgusted. Almost beyond words, simply diabolical incompetent business practice.

P** in the L** and Pump in the River too. River ecosystems trashed with human excrement?

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CEO’s earnings under scrutiny
Despite being a not-for-profit organisation, Dŵr Cymru has continued to pay its chief executive a substantial salary.

Peter Perry’s total remuneration in 2021 was £892,000.
In 2022, he earned £675,000, rising to £792,000 in 2023.
In 2024, his salary was £355,000, with £91,000 in variable pay, £34,000 in pension-linked payments, and a further £9,000, bringing his total earnings to £489,000.
Meanwhile, Dŵr Cymru customers are set to face the highest water bills in England and Wales.

This level of remuneration greed for the supply of a life supporting natural resource is obscene.
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My bill has gone from £62.00 a month to £112.00! I contacted them and the advisor was great. Apparently I'm on a shared meter and seems like someone has a leak but I have to wait 40days for someone to check. I genuinely cannot afford to pay £112.00 a month

Shocking!
Made leak when putting in meter and 10 months later still little communication and big bill accruing.

This year the hot tub will be out, I will encourage us all to take longer in showers, have more baths, leave the tap running. And I’m not going to fix the leaky pipe. The price of my monthly rate has gone up loads, so I’m going to get my money’s worth.

Welsh water had to come out to fix a leak outside they were straight out and sorted it the men who had to dig the steps up kept us informed all the way through it

Came on here not as a customer but as a family member helping a retired family member with what seemed ridiculously high bills. When I saw the 2 star average it said everything - give a monopoly and watch the tendency towards exploitation unless there are good people in the org to constrain. My pensioner relative charged near 1k pa as a single person in small house. Immediately asked for water meter but given cost was so out of line with neighbours in similar households wrote to request some recompense for what looked like exploitative pricing. Reply said can’t discuss comparative prices (due to data protection), then bill is “fair” based on rateable value, then seemed to blame the pensioner for not keeping up with their social media campaigns on water meters? Finally they then undermined their argument's to say with a meter expect bills to halve! Which was exactly the point of writing. No recompense offered. They know they have overcharged for years, they know they have profited from a vulnerable person’s ability/awareness to request a meter. They have a monopoly and so they don’t care. How do they sleep at night?

Today 31st March we had an emergency issue with downstairs plumbing. Amazingly polite and rapid response over the phone by welsh water. Within 2hrs an engineer was at the door couldn’t have been more helpful Lee was so friendly and efficient and fixed the issue. My father who is 86 would find it difficult to go upstairs he sleeps downstairs and we were very worry for him. Thank you for this amazing service.

126% increase on my bill. Im a single working parent if all bills went up 126% then basically people cant even afford to be alive... how delightful. The CEO of welsh water needs to seriously do some self reflection or maybe he has decided that no one but himself matters ( which i presume is the case)...no one needs a 6 figure sum bonus unless they are actually a 4 letter word beginning with C and ending in t . I may not have a lot but i would rather be a decent person than aforementioned four letter word person "not for profit"... time you changed your slogan guys your just opening yourself up for people taking the P..... so much misery already in the world it seems its the norm for all these big power and money hungry companies....... once upon a time people cared about each other

Welsh water is terrible, it's safe to say they are fraudulent and would manufacture fake bills and ask their customers to pay, when I first got my first water bill it was £126 pounds for 6 months water usage for a single person, I found that outrageous but I was told that it was the correct amount based on my usage, I went on to call them to arrange a direct debit for me to pay off the said sum monthly on a 6 months plan, guess what this people did they set up a £35 pounds monthly direct debit for 6 months, when I did the calculations I was supposed to pay £21 monthly not £35. I call them am the lady who pick told me that yes what ever I overpay will be deducted from my next bill. Like who does that. I asked her how she already knows what my next bill will be and she shamelessly said based off of predictions from my current bill. I had to pay the whole £126 at once because I didn't want to dill with their fraudulent practice. Fast forward to today, I called Welsh water to tell them I have moved and would like to close my account and pay for my usage from January to 29th March, in a space for 10 second the service representative that picked told me that my usage was £89. Like for 2 and half months ago single household would pay £89 for water? I firmly rejected that bill and he kept impressing it on me that that was my usage but I didn't agree, he became very unprofessional and petty and started going back and forth like a Karen, I rebuked him immediately and told him I don't have time for his pettiness this morning but all I want is my actual bill, when he saw I won't back down he then told me that If I want an accurate bill I should ask my landlord for my meter readings. This unprofessional fellow was trying to threaten me by telling me that if I don't pay the falsified £89 pounds I they would report me and my credit score would be impacted. BIG SHAME ON WELSH WATER!

If I could give no stars I would this delightful company has taken it upon themselves to say I’m solely responsible for a debt that was in joint names but when my marriage broke down to to financial abuse my ex entered into an IVA and this company seems to think it me that’s solely responsible. No compassion what so ever.

Just got my bill. 90% of it is their “service charge”..a total ripoff. What’s the point of saving water when it’s overshadowed by this charge? They’ll be clawing back the money they had to pay out last year in a fine this year too and paying themselves massive salaries and bonuses.

Can’t give no stars, the worse company in existence. 45 mins to get an answer on phone, still waiting 25 days after requesting a paper bill, nothing arrived yet. Excuse after excuse, put complaint in , was rung told would receive bill, still not had one, increased water rates massively , and CEO get £892000 a year for doing nothing, it’s an absolute disgrace . Not for profit what a farce , afraid to drink water after lister performance

Welsh water have increased their rates by a whopping 27% for 2025. Given their ceo has been paid an £800,000 salary. It’s quite unethical for a so called none profit organisation.

Tried to get help from them as my son has eczema and uses a lot of water on their website while applying it says take a picture of the creams etc so I did they write back saying they want a letter off my dr saying he has eczema £100 later for a letter off the dr absolutely stupid

THIEVING FAT CATS! I am a single woman in my 20s, barely managing to feed myself with the cost of living. I am a full time accountant but still earn nowhere near enough to meet the increase in bills... YET MR PETER PERRY takes home a lovely £792,000 (2023). As a "not-for-profit" this is DIGUSTING. EN MASSE REVOLT NEEDED! They can't even unblock a drain (not even situated on my property!) without an extortionate fee. They dramatically hike up my monthly bills, despite being UNBELIEVABLY frugal with my water use. Perhaps Mr Perry could reach into those deep pockets and cover the cost for those of us genuinely crippled by rising costs. Bring out the water butts, I'd rather find my own water than fund such criminality.