Dŵr Cymru Welsh Water Reviews 

We have been charged 100 pounds a minth we do not use this much! Requested a metre but theres a large queue and now been told theres an increase of 9 percent!!!!

Actively promotes the leaky loo scheme, sends a video of a 'leaky loo' and of course they find some reason why they won't do it. In addition to this prices have become ridiculous. Started off paying £34 in 2023, then £42 in 2024. £78 in 2025 and now a massive increase to £92 monthly, all with the same size house and usage.

Absolutely shocking
Phoned to say stopcock broken water leaking down the street no water in the house
First available appointment in one month!!!

The charges from this company are appallingly high. We need an alternative to Dwr Cymru in Wales. As pensioners we cannot afford regular annual hikes of 10 to 20% on our water bills.

In 2025 we had an increase to help with improvements with the promise (in writing) that the following year we will see a decrease. However, just received the bill for 2026 and there is another 9.7% so their decrease promised must have been shelved

I’m trying to arrange a water meter installation. This company has an unworkable website and it’s proving very difficult to speak to someone who can arrange the above!
I continue to persevere but I’m becoming increasingly frustrated!

Extortion

Water bill in 25/26 rose by 32%
Water bill for 26/27 up another 11%

It's organised crime
Welsh Water Mafia

Wow, what a mess with the billing! I’ve got a £100 credit, but my annual bill is supposed to be £583.77, which breaks down to £48.64 a month. I contacted Welsh Water, and they insisted I need to pay £53.50 a month, even though I’m in credit. Their excuse? They only send out two bills a year. It feels like Welsh Water is just taking advantage of their customers' balances for their own gain.

We pay our bill every 6 months just had a bill of over £600 have gone into debt to pay and have now set up a dd of £55 pm as advised by them. Sent a complaint email only to be completely confused and worried by reply that states my property was empty for a period of time complete rubbish and that my £55 pm may not cover my next bill as it has now in a space of a week been calculated as £70 pm. We are a household of 2 my sister has a household of 4 and pays Severn Trent £50 pm. They have plucked facts and figures out of air and I live in complete fear of my next bill

Not for profit they say, what a load of rubbish, single tenant working 60 hrs a week 2 bedroom house this year went up too £40 per week nearly 80% more than last year, absolutely disgusting we are now living to pay bills or support lazy people who are claiming benefits

I am utterly disgusted with Dwr Cymru (Welsh Water) for charging their customers for treating sewage, which they just dump into rivers and the sea!
They are charging for a service which they themselves don't have to spend money on!
We should have reduced bills as we are not getting what we pay for!
Terrible company. Non-profit making indeed! Ha! That's rich!!! 🤬💩 💩💩
GREAT NEWS! Dwr Cymru have been fined £45 Million. Well deserved! 😀

We have given a 5* review, even though the call centre operative been unhelpful. We had to ask/insist a visit with us by an engineer/supervisor, which in fairness she arranged. The engineer (Mike Hughes) came to see us, we told him of our problem. we are not able to get to our stop valve and water meter any more due to age and lack of physical ability and a broken bone in my back.
The meter and stop valve are 35 metres away from our property behind a fence overgrown with decorative bushes on somebody else's property. We only requested for the equipment to be moved to a more accessible place so that we could shut off the water and check the meter if we had a leak. The engineer listen to us, looked at the situation reported back to his boss, he came back and told us that they would do their best and a team would come in a few weeks and attempt to move the equipment. They had a bit of a struggle to do it and managed to move the equipment about a metre to outside the fence and now it is easily accessible for us to get to. The whole operation was carried out within 3-4 weeks efficiently. Well done to the all guys who carried out the work and (Mike Hughes) who arranged for it all to be carried out.
We are very pleased that you were able to do this for us.

Can’t get hold of anyone. Phone - apparently unable to answer due to staff meeting. Waiting ages for a response on chat. In credit over £200 yet they still put my bill up and continue to bill me every month and no sign of my money back! Website is useless. Wanted to download my recent bill for proof of address for something else and won’t let me! Sort it out Welsh water! You charge enough each month! Sort your customer service out and stop ripping people off!!!!

Absolutely shocking customer service......... we are a charity in Pembrokeshire, we had an old meter fitted on the main road, so we had a smart meter fitted so easier to read, welsh water which i will call WW couldnt be bothered to read the new smart meter for 11 months after fitting, we then get a call to say there is a leak approx 100 litres an HOUR, yes 100 litres AN HOUR !!!!!!!!! an engineer called and said it was an urgent matter, one month later - NOTHING....incredible - why is your water bill going up ? to pay for these MASSIVE leaks that they cant be bothered to fix - WOW, not for profit ? yet they are all in new vans and comfortable pay increases EVERY year - SAYS IT ALL, no wonder their reviews are awful - what a bunch of corrupt cartel companies - well we are stopping our D/Debits, bet they will be on soon = LOL

Every time I deal with this company, there's a problem.
Bills rose by 42% last year alone, way above inflation with no improvements to services.
Now I'm expected to pay this year's bill without being able to access any details about it it or any details about previous bills.
More burst mains than ever due to lack of infrastructure ppms and Dŵr Cymru expect customers to foot the bills for overpriced reactive maintenance.
Disgraceful management of a national resource.

I have been trying for over a year to be switched to a meter. They do not follow through or do anything at all about this so I am stuck paying another years worth of extortionately high bill.

My bill for a similar business in London is less than half what I’m paying them.

This company need closing down, they’re beyond ridiculous. Everyone you deal with lies, they all tell you what they think you want to hear, but putting things into action just doesn’t happen here! Managers are even worse than the typical call centre staff; absolutely zero desire to help anyone, just lie, make excuses up, and attempt to blame the consumer. Took them basically 3.5 years to send me my own bill, and I still have on-going issues. They employ a bunch of absolute braindead morons, with severe chips on their shoulders. Really hope the new governing body does something about this shambolic business. They’ve also just increased everyone’s bills by about 40% on average; some people are reporting higher amounts, some slightly less. Either way, it’s disgusting - sickening business.

I wish there was an option for no stars. The worst company in history. It’s not a “not for profit” it’s a greedy, corrupt company that lie, and take double what’s due. We unfortunately can’t stay away because there are no other companies to go to. I am in the middle of taking them to the water “ombudsman”. I hope there’s enough evidence to win and get my money back and I will be going for compensation!! Awful customer service!

Welsh Water sent out Morrisons Group to repair a tap in the pavement outside our house. We did not call them and they did not knock on the door to advise that the water pressure could be affected or turn brown. In digging up the pavement they damaged the very end of our pipe right by the pavement, then tried to tell us we had a private water leak and were responsible for the repair! We had no problems with brown water or pressure until AFTER they dug up the pavement. After arguing with WW they agreed their contractors caused the damage which caused us a lot of stress. Furthermore, we had to have a plumber visit as the toilet cistern would not fill up due to gravel in the water pipe. All in all, a stressful experience where WW tried to push the cost of rectifying the damage THEY caused onto a customer! Very poor service.

Poor service and broken promises
Extremely poor service from Welsh Water. We waited five days for a repair while having no water upstairs due to a leak. During that time, I was told on three separate occasions that someone was coming out — nobody turned up any of those times.
When the pipe was eventually repaired, the situation somehow got worse. They left a huge hole in my garden along with plastic fencing and equipment. Over a month later, the hole is still there and nothing has been reinstated.
Every time I phone to complain, I’m promised it will be sorted, but nothing ever happens. There is no follow-through and no accountability. I have young children and the garden is unsafe, yet this still doesn’t seem to prompt any action.
Completely unacceptable service, poor communication, and endless broken promises. I would not recommend based on this experience.