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.

Customer Assistance Debt Support Fund for REACH Partners

The Customer Assistance Debt Support Fund is designed to help those in severe financial hardship to clear debt and get on top of their payments.

How does it work?

If you're successful in your application, we'll set up a monthly, fortnightly or weekly payment plan for your current year's charges.

Once you have made payments for 6 months, we will pay off 50% of your previous arrears.

If you make payments for a further 6 months, we will then pay off the rest of your previous arrears.

Example of instalments

This is just an example - customers may have different instalments to the below.

Based on £550 of debt, and a £400 bill for the current year:

  • Your weekly instalments would be £7.69 (£400 bill ÷ 52 weeks)
  • We pay the first 50% (£275) of your debt after 26 weeks.
  • We pay the second 50% (£275) of your debt after 52 weeks.

If you keep up with payments, over the year you would have paid your bill and we would have cleared your debt.

This is a one-off opportunity. If you fall into arrears again, the Customer Assistance Fund Debt Support scheme would not be offered.

Are you eligible?

You may be eligible if:

  • Your water account is for a domestic property where you currently live.
  • You owe more than £150.
Careers - call centre staff

Apply online for our

Customer Assistance Fund Debt Support scheme

You can apply online with our Customer Assistance Fund Debt Support scheme form.

Apply now

Once we've received your application, we'll let you know within 5 working days if your application has been successful.

StepChange

If you're worrying about debt, StepChange can help.

StepChange Debt Charity is the UK’s leading debt advice charity. With over 20 years’ experience of helping people become debt free by providing practical solutions.
stepchange.org

Get in touch

We can point you to the right place.

In your area

Incidents or planned works near you.