Welsh Water to give all customers £10 bill credit after misreporting leakage volumes – here's what you need to know
Welsh Water (Dŵr Cymru) will give £10 in bill credit to each of its 1.4 million home and business customers this year, after an internal review found it had misreported the volume of water it lost to leaks between 2020 and 2022.
The firm, which supplies water to most of Wales and some parts of England bordering Wales, said it was "very sorry" for the errors and that it had "made the necessary changes" to its processes. It told us no customers were overcharged as a result of the issues.
Many can save £100s on water and sewerage bills but don't realise it – see our Cut your water bills guide for more info and help.
You'll get the £10 bill credit automatically in the coming months
All households that had an active account with Welsh Water on 31 March 2023 are eligible to receive the payment.
You don't need to claim the money or do anything else to get it – it will be credited to your account automatically. Watch out for scam calls, texts or emails saying otherwise or asking you to share your personal details.
Welsh Water couldn't confirm exactly when each account will be credited, but says it plans to ensure this happens "within the next six months", adding that customers should see the credit appear on their next bill.
Struggling with your water bills? Help is available
If you're on a low income and getting certain benefits, you may be eligible to receive support through Welsh Water's 'HelpU' tariff to reduce your future charges – see the Welsh Water website for more information and to apply.
Plus, if you don't already have one, it's also worth checking if you could save by having a water meter fitted. You can do this using the Consumer Council for Water's free water meter calculator. It asks questions about your water use and tells you your estimated costs if you had a meter. If the calculator shows you're likely to save money with a meter, you can then request to get one on Welsh Water's website.
For more help and tips, see our full Cut your water bills guide.