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Frequently asked questions
Your Welsh Water account reference number (customer reference number) consists of 10 digits and can be found in the top right corner or your bill.
If you do not receive paper bills but have signed up to the ‘My Bill’ service you can also find your customer reference number by logging in.
You can tell us you're moving by using our online form
Do you have a water meter at your old or new home?
Yes
We'll need a meter reading on the day you're moving in or out but only if it's safe to do so. If you're not sure where your meter is, speak to one of our team on Live Chat and we'll let you know where it is. Our team are available Monday to Friday between 8am and 8pm, and on Saturdays between 8.30am and 1.30pm.
If you're unable to read the meter for whatever reason and we have a few day's notice, we can read the meter for you. Otherwise, we will estimate your meter reading based on your previous usage.
Let us know your details by filling in one of our forms and we'll do the rest. We'll contact you when we've updated your account and let you know what you need to pay.
No
If you know when you're moving in, give us your details using our online form and we'll do the rest. We'll contact you when we've updated your account and let you know what you need to pay.
I don't know
Don't worry if you don't know. You can speak to one of our team on Live Chat to help get your account up and running. Our team are available Monday to Friday between 8am and 8pm, and on Saturdays between 8.30am and 1.30pm.
If you're a student ...
If you move out before the end of our financial year, you are only responsible for charges up to the date you move out.
Let us know your move out date by completing our online student moving house form. We can then close your account as of the date you move and refund any over payment for the period you weren't at the property, or send you a final bill if you pay by Direct Debit or payment plan. Just to let you know, if you're moving into a new home you're responsible for the bill from the date your tenancy agreement starts - not the date you physically move into the property.
P.S. - We hope the move goes well!
If you have just moved into the property or have had work carried out there, please check your internal / external stop tap has not been switched off.
Check the latest information about what's going on in your area - this area has the latest information on planned work and emergencies. Have you received a warning card from us to advise you that your supply will be interrupted for essential maintenance?
Click here to check whether any major emergencies in our region might have resulted in your water being temporarily switched off.
It would be helpful if you could check whether there is anyone working out in the street who may have interrupted your water supply and whether your neighbours are also affected before you contact us - thank you.
If you are sure it's an issue with your household drain then you would need to engage a suitable drainage Contractor.
If, however, you are unsure of the location or responsibility for the problem, please contact us on 0800 085 3968.
It is important that you let us know about every blockage on the public sewer. This helps us to set our priorities and ensure that the risk of a repeat incident is reduced as soon as possible. Call us on 0800 085 3968. The lines are open 24 hours a day, 7 days a week
When you call us our advisors will give you a time scale of when you can expect us to arrive at your property.
You can also report any blockages to us using our Report a blockage form which can be found here
Read our Floodcare leaflet here