Frequently asked questions
As part of our 5 year business plan, our ambitious programme to upgrade and install water meters across Wales and parts of England. It starts in mid-2025 to help our customers save water in their homes.
Making it easier to switch to a meter, to find and fix leaks, help customers save money and keep water in the natural environment.
The programme starts in mid-2025 and ends in 2035. The entire region we serve is covered by the programme.
The work usually can be done quickly, working on the street outside your home. You don't need to be there, but we need to switch your water off for a short time. We'll knock on the door and let you know beforehand.
Not usually. We will contact you directly to arrange an appointment if needed.
It normally takes a few minutes to install a meter but in some cases it can take longer. We’ll do everything we can to keep disruption to a minimum.
We will need to turn your water supply off for a few minutes while we install the meter (Usually 10-15 minutes) and we will knock the door beforehand to let you know.
We will carry out the work with as little disruption as possible. Sometimes we may need traffic management to ensure the safety of our team.
If there’s an issue onsite while we’re working, let the team know and they will see if they can fix it.
Not usually. We won't move the meter from inside your home to outside your home free of charge.
Yes, it's completely free.
We may cause a bit of noise, especially if we need to dig a hole, but we will clean up after ourselves and leave the area the same as we found it.
No, it’s completely free. In fact, if you choose to switch to a meter then it could even save you money.
If you are not currently billed on a meter this won’t change. The meter will help us detect leaks, keep water in the environment and may even save you money if you choose to switch.
The new meters can be read remotely and help us to find and fix leaks quicker which will help us improve our network for future generations.
No, we don't remove meters. If you switch to a metered bill you can revert to an unmeasured charge within 2 years. The meter will remain in the ground to help us find leaks.
If we can’t fit the meter externally, we will discuss with you about fitting the meter internally.
If we identify a leak, we’ll investigate and be in touch with you. For further advice with dealing with leaks, visit here.
Yes. Meters are calibrated international standards ensuring they meet accuracy requirements.
Yes. You stay on the social tariff and we will use the meter to help detect for leaks.
Yes of course, contact us here.
Yes. You can switch back to unmeasured charges up to 2 years after switching to metered billing. The meter will remain in the ground to help us find leaks. This applies to household customers only.
Yes. The meter doesn't store personal information like your name, address or bank details. It securely send us your usage so you receive accurate bills.
No. The meter is battery powered and a Welsh Water asset so will not use any of your home energy supply.
Our meters transmit reads to our meter readers who will take readings as they walk or drive by. They don't transmit reads to networks like Gas and Electric and there's no in-home displays.
No. The meter only records water use and does not restrict use. You can use your readings to help understand your water use and help save the natural resource.
No. If your pressure changed after a meter has been fitted, and you’re able to, please locate your internal stop tap, operate it by turning it off and then turn it back on. Please turn on the cold kitchen tap, and the supply should return to normal. If this doesn’t resolve the issue click here, or our emergency line is available 24 hours a day for customers. Call us on 0800 052 0130.
If you’re able to do so, locate your internal stop tap and turn it off, then turn it back on again. Turn on the cold kitchen tap, and the supply should return to normal. If this doesn’t resolve the issue, please report an issue or contact us.
We’ve left the outside stop tap in the position we found it in. If your water is cloudy or discoloured, don’t worry, just run the tap for a few minutes and it should run clear. Make sure the water is clear before using your hot water supply or appliances like your washing machine.