Updated: 22:00 17 January 2025

We have opened four official bottled water stations at Llandudno West Shore Car Park (LL30 2BG), Bodlondeb, Conwy (LL32 8DU), Parc Eirias (LL29 7SP) and Zip World Conwy (LL32 8QE). We plan to open another bottled water station but also aim to deliver pallets of bottled water to some key community locations to support our customers.

We can confirm that the repair work for the burst water main at our Bryn Cowlyd Water Treatment Works, Dolgarrog was completed at lunchtime. We are now refilling the network.

Water supplies will still not be fully restored to all affected customers for up 48 hours. This is a high-pressure water main, and we are at a very precarious stage of the process. We need to refill the water main and wider water network very carefully to avoid further bursts.

The network is nearly 900km long and includes 13 underground storage tanks, with our single biggest storage tank the size of 9 Olympic size swimming pools.

Different communities within the network area will have their water supply restored at different times, as the network fills again.

Discoloured water from your taps is normal after a supply interruption. This is usually temporary and disappears once the network settles.

We also ask that customers check their taps to ensure that they are closed to help conserve supplies as we refill the network

To recognise the inconvenience being experienced by customers whose supplies have disrupted, each eligible household will be paid £30 in compensation for every 12 hours their supplies have been affected. This will automatically be paid to customers in their bank accounts. Cheques will be issued over the coming weeks to customers who do not have registered a bank account with us. Business customers will be paid £75 in compensation for every 12 hours their supplies have been affected but businesses will also be able to submit separate claims for additional loss of income. Details have been published here for business customers who are being impacted by this incident. 

Customers can get the latest information on in your area or follow us on our social media channels.

Goodwill Payments for Non Household Customers in Conwy (i.e. Business Customers)

We are sorry for the impact that the burst water main at our Bryn Cowlyd Water Treatment Works, Dolgarrog.

Welsh Water will be paying each business affected by the “burst water” compensation of £75 for every 12 hours their supplies were affected.

Alongside this, Welsh Water has also agreed to make goodwill contributions for each business customer towards certain costs/loss of gross profit.

The eligibility, criteria and process for applying for a goodwill contribution towards costs/loss of gross profit is detailed below.

Eligibility criteria

The following criteria must be met for your business to be eligible to apply for a goodwill contribution payment.

You are a business customer who has been directly affected by the burst water main at our Bryn Cowlyd Water Treatment Works.
You must be a business permanently based at the location of the application e.g. not a mobile/visiting business including taxi services.
Your business must be registered with the HMRC.

Eligibility for a goodwill contribution and any contribution made is at the discretion of Welsh Water.

Affected businesses have a duty to take all reasonable steps to minimise its costs/loss of gross profit.

The application form and more information will be available on this page when the incident is closed.