Close

Menu
Cymraeg

How can we help you?

Our customers usually search for:

Burst water main at our Bryn Cowlyd Water Treatment Works

exclamation icon

Updated: 15:00 19 January 2025

Our network has been refilling overnight and supplies are now restored to Over 90% of properties whose supplies have been impacted by the damaged water main. We are continuing to get everyone back on supply.

We have repaired a number of smaller leaks and bursts overnight as the system has repressurised, having been empty for a couple of days.

The remaining communities are typically more elevated requiring greater pressure in the system to fully restore the service.

We are continuing to support vulnerable customers and alternative water supplies will remain in place at:

  • Bodlondeb site, LL32 8DU
  • Zip World Conwy, LL32 8QE
  • Parc Eirias LL29 7SP
  • Llandudno West Shore Car Park LL30 2BG

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

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.

Tracey Jones

Tracey Jones

Customer & Partner Engagement Advisor

Your full name and job title:

Tracey Jones - Customer & Partner Engagement Advisor

Tell us a little bit about you:

I live at home with my husband, teenage daughter and two cats. I love spending time with family and friends and am kept very busy playing taxi to my daughter, who has a very full social calendar! I have a passion for musical theatre, going on holiday both in the UK & abroad and volunteer for my local Rainbow and Brownie Girl Guiding Group. I also enjoy being involved in charity work and have raised money over the years for many different charities.

What’s a typical day at work for you?

My role as Customer & Partner Engagement Advisor has evolved and adapted into something that means I can now support customers and organisations either face to face or virtually.

Through establishing new contacts and maintaining relationships with existing ones, such as Housing Associations, Debt Advice Agencies, Charitable organisation and DWP, I’m able to provide support via our “REACH communities together” programme. The REACH programme enables organisations to offer their clients and service users advice on ways to save money on their water bills, clear arrears and obtain practical support via our Priority Service Register.

I also support our customers directly at community support groups, Foodbanks, Job centres etc. and call referrals.

What do you think makes you good at your job?

I have a passion for helping customers. I love to build relationships with customers and colleagues from other organisations and get real job satisfaction from knowing I’ve made a difference to someone’s life or situation.

Tell us about your proudest achievement at work:

There are so many times when I’ve been able to help a customer and provide them with support, which has then eased some of their concerns and financial pressure

One particular example was in the run up to Christmas, a customer had recently lost his wife and had a young family. The customer was struggling financially and had some arrears on his account. He was on our standard rateable value charges - I was able to apply our HelpU tariff to his account which reduced his ongoing charges and applied our Customer Assistance Fund to address his arrears. His final words to me were “Thank you, you saved Christmas”

Get in touch

We can point you to the right place.

In your area

Incidents or planned works near you.