Burst water main at our Bryn Cowlyd Water Treatment Works

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Updated: 22:00 21 January 2025

We can confirm that our network has now refilled and water supplies have been restored. All affected schools are now back on supply.

To recognise the inconvenience being experienced by customers whose supplies have disrupted, each eligible household will receive £30 compensation for every 12 hours their supplies have been affected. This will automatically be paid to customers bank accounts, or their water account is their balance is more than the compensation payment. 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 household and business customers who have been impacted by this incident.

We wish to apologise again for the inconvenience experienced by customers and wish to thank you for working with us.

Bottled water stations are now closed.

Visit Help and support after an incident to find out more.

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.

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

Have you received a Cartref pack?


As part of our Cartref scheme and our continued drive to reduce leakage across our network, we deploy a range of sensors on pipes and fittings in areas where we have seen indications of high useage.

These devices are fitted on both the network and on stop taps outside customers properties and allow us to identify what we call “points of interest” - sections of our network or properties that we believe may have a leak.

If our recordings show that a customer may have a leak on their supply, or within the property we will let them know and offer to arrange a suitable time to visit the property and do some simple checks.

If you have received the document shown on this page, this means that our sensors suggest that there is high usage in your property, and you could have a leak.

What’s next

We know that having a leak can be worrying – but we are here to help.

We’d like to make an appointment for one of our engineers to visit you to investigate the possible leak. The easiest way to get in touch with us is to click here. This will take you to our online enquiry form – enter your details and we will get in touch.

The appointment

Our engineer will arrive at the time and date that is convenient for you and will explain the reason for the visit and what they are going to do. We will carry out a few checks and if we come across a leaking tap or toilet, we may be able to fix this free of charge.

Where we are unable to support directly, we can provide advice and guidance.

All of this will be explained during the appointment.

What happens if I don’t make the appointment?

We will monitor the leak over the next 21 days. If the leak is not fixed within this time, we will be back in touch with you to discuss next steps.