Putting you in control

Digital-first brands like Starling Bank and Octopus Energy have been turning other sectors on their heads for some time now; and it was clear to us that the water industry needs to keep up. To rise to this challenge, we’ve been investing in big changes that put customers in the driving seat; allowing you to self-serve, communicate with us via your preferred channel – whether that’s online, through social, or by picking up the phone.

So, what’s new for you?

• You can view your bills online. No more hunting around for old bills! My Account keeps them all in one place so you can keep track of your payments. Plus, the fewer paper bills we send, the better. Not only does it help us use less paper - it helps us save money. As we’re not-for-profit this means we can put that money towards things like safeguarding the environment, making improvements to our pipes, and keeping your bills as low as possible. At the tap of a button you can be part of this change for the better, simply by switching to online bills!
  
  
• You’re more in control: We’ve made lots of things quicker and slicker for you. There are lots of reasons you might need to get in touch with us. You may want to tell us you’ve moved home. Maybe you need to submit a meter reading. Perhaps you need to make a small change to the date you pay your bill by direct debit payment is processed. You can do all these things at the click of a button on our website, giving you more control over your bills and how you pay them. 
  
  
• It’s easier to get help: We know everyone needs a little extra support now and then, so we’ve made it quicker and easier for you to access help if you need it. If you’re vulnerable, you can join our Priority Services Register in minutes, letting us know you need us to drop off bottled water if there’s ever an issue with your supply. And if you’re struggling to pay your water bills, our schemes and tariffs are now much easier to apply for online.
  
  
• You know when we’re on our way: No more waiting around for the doorbell to ring. If we’ve arranged to visit to help fix or investigate an issue you can see in real-time how far off your driver is and even communicate with them as they’re en-route using ‘Track My Job’.

There’s much more to come and we’re working hard to keep making improvements for you. Thank you for your feedback so far, you’ve been telling us we’re on the right track…

“Good to see Welsh Water leading the way!”

“Really well designed, easy to use from a first-time bill payer”

“Really easy to do and very simple system. If only more websites were like this!”

“Brilliant web page so easy to use and straight forward!”

“Very smooth design and extremely efficient web pages”