Dŵr Cymru Welsh Water Reviews 

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.

Terrible water quality and low pressure. They are out monthly to flush the hydrant of rust, mud and test the chlorine levels. Can’t drink the water and they refuse to reimburse our costs. They have fobbed us off for last 8 years but continue to increase prices. I’ve seen better quality water from a borehole!!!

My bills a year or so ago were around £35 per month
My bill today is £102. I appealed to WWA explaining I am 82 years old and living on my pension and some savings which have dwindled away. They had no sympathy .They were always a great company to deal with ,and now they are 2nd in my worst league for overcharging (Council is number one)They said they are spending lots on improvements???

I contacted Welsh Water about a damaged water meter cover which had split and liable to collapse. I rang them at 9.30am this morning to report it as it was on a footpath with a high footfall. By 1.30pm, the same day, a new cover had been installed. Well done Welsh Water

DWR Cymru say the are a non profit making organisation. Laughable when Wales have higher tariffs than most utility companies in the UK, and guessing the directors are rewarded with bonuses for performance. When you consider the system is in dire need of upgrading then not sure what the performance bonus is rated on!! To fund the upgrade the bill payer will be slammed with huge increases for 5 years from 2025.
I am on a water meter and for a 6 month period my usage was £35.31 and the SERVICE CHARGE £98.23!!!!
When you have no choice on who provides your water then this is shocking!!!

Joke of a company. They used to be good but for some reason last few years have become at best useless.
Keep putting up the prices yet water keeps going off. Daily now and the water has a horrible taste. Complain only to be told that no one else has. Yet this is clearly a lie as I know many people who have and many people on here have as well.

Welsh water are a absolute disgrace. I informed them we were moving house and gave them my meter reading. The person on the phone said she would close the account and we would receive our refund of £270.00. After 2 weeks we still hadn't received it so rang them again and it hadn't even been authorised. We were told that we would have to wait another 3 days by a supervisor who promised to look into it and contact us the next day.....He didnt !!!! Recieved a text the next day saying he was supposed to contact us but hadn't and would contact us the following day again. Still NO phoncall and still NO refund. THEY ARE HAPPY TO TAKE OUR MONEY IMMEDIATELY BUT EXPECT US TO WAIT TO GET REFUNDS. Why should they have MY money in their account earning interest ????????

Called regarding foul waste running into our back garden due to blockage , called and was told we was priority and would have someone out in next hour as my girlfriend is 30weeks pregnant and couldn’t use the toilet. That was 4 hours ago, Still no sign
Happy for us to pay the big rates but can’t sort out a blockage in the time scale they say
Very disappointed

Had low water pressure for 3 years on and off last 6 weeks hardly any, company doesnt care sadly

Useless. One of the hottest days of the year and we’ve got no water. What was supposed to be fixed by early afternoon has now been delayed to early evening. No water for at least 12 hours. Really great service. They’re happy to take the direct debit every month and put the prices up every year but they can’t pull their finger out to get the supply sorted for people quickly. Well done

Do they have a map? For years get emails and calls very early in the morning re burst pipes for Pencader, 40 mins away, in another county, on the other side of the Teifi. Today it tells me i might be affected by a burst pipe in Brynbarian, Pembrokeshire. I live in the middle of Ceredigion. Last time it was Llangranog, by the coast. Spoke to them ones, and the woman tried to convince me it will effect me, told me same post code SA 40 to SA44. Not much difference.....

This company CEO should be jailed their customer service should be minus stars unfortunately there’s no option there they can only be labelled as muggers ( not for profit) what an absolute disgrace

Due to Welsh Water not upgrading the water supply infrastructure since privatisation there has now been ongoing works happening in our area for well over 2 years, and is still ongoing. This is due to an outdated, poorly maintained infrastructure. This has caused a massive inconvenience to residents in the area. There are still ongoing supply interruptions, including at times, no water, and have always had low water pressure for over 2 years. I must be getting at least 4-5 messages a week to inform me of interruptions to my water supply. Made a compensation claim for these interruptions only to be met with a response from WW stating: "If we compensate you, we would have to compensate everybody else"!? This is what they should be offering all of their customers affected by these interruptions. The other worrisome thing here in Wales (likely due to the WAG cronies getting lobbied by these utility co) is the level of compensation offered to households here in Wales. Compared to England, who would get a one off payment per year of £200 for low pressure, here in Wales it is a mere £30 a year??!! My bills have also increased by 100% over a 5 year period but the supply to the property has been getting worse year on year. Clearly these jokers are not fit to run a bath, let alone a water company, they're clearly not spending on the infrastructure and are not looking after their customers. They're goal is to look after their new fatcat ceo, Roch Cheroux, the current Chief Executive of Dŵr Cymru Welsh Water, who stated that customers face a choice between higher bills or waiting longer for improvements to the water network but at the same time, trying to fool people into thinking that they are some holier than though "not for profit company"!!?? Update 15.06.26: Water pressure is getting worse at the property, have reported this issue on a number of occasions and have also reported a leak near their supply to the property. This leak had been found a number of years ago by Welsh Water, chlorine found in the water tested, this leak is likely causing the low pressure issue. The WW employee stated that the water pressure has dropped due to the system in our area being poorly maintained and can no longer deal with the required pressure in the system. To conclude WW are unwilling to offer any substantial reduction in bills, but their customers are expecting to deal with these interruptions with no substantive compensation.

In May 2026 it came to my attention that someone had used my personal information to open accounts with Welsh Water. This had resulted in accounts fraud, using addresses in Wales in which I have never lived. I am even being chased by a collection company.
I immediately spoke to their accounts Department by telephone, and explained the situation.
They asked me to send documentation by email, proving my case ie that I had only ever lived in Devon.
I have reported the matter to the Fraud Office as well.
I have now sent in three messages to Welsh Water, including the requested proof, but to date the company has not responded. I have never lived in Wales.
They apparently do not care!
My credit account has been impacted by this identity theft/fraud, and the incident is making me ill, but getting Welsh Water to help me has been impossible.

Sick of the price rises just to pay there fines for polluting the waters around wales and to pay there greedy ceo , they have been dumping sewage all.over wales beaches and lakes again this year and should not be allowes to operate or charge the public what they do as they are criminals

Absolutely fuming.
We are a private estate and live and abide to a TP1 agreement. No work is to be carried out before 9am and you are here at 07.30 digging pavements up!

Horrendous customer service and dealing with personal data. I am a Welsh Water customer. But for months I have received debt collection letters and solicitor letters for somebody who has no links to my address. The letter advises that the person they are trying to contact me about is deceased and includes their actual address. I contacted Welsh Water to be told they could not find this person. Yet when I sent a copy of the letter they were able to find off the reference number. Very unhappy with misuse of my address and the way they are dealing with a deceased persons affairs. I had not followed up until now but don't see why I should be having to chase a company who I already notified that this person has no links to my address and contacting them once should have resolved this. Looking to take to Ombudsman for the way they are dealing with data after being told that this is incorrect,. Threatening letters that indicate somebody could turn up on my doorstep also shocking when again they were notified that this was incorrect, Also the fact that I pay a bill to them each month for the address in question should be enough for them to update their records as I am the houseowner and bill payer. Have been unhappy with Welsh Water for some time. If I had an option to change company I would. But this whole experience has been shocking from a company that could not care less and this comes across in every correspondence with them. Which is why I will be logging a complaint with the Ombudsman. They are making me spend my own time dealing with affairs that are not mine might aswell spend that time making a formal complaint as dealing with them multiple times has got me nowhere apart from frustrated and would hate for a family member of mines details to be used in this way and with complete disregard for the circumstances.