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Burst water main at our Bryn Cowlyd Water Treatment Works

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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.

Bill Cap - WaterSure Wales Tariff for REACH Partners

If you already have a meter, or have requested one, the Bill Cap - WaterSure Wales tariff puts a cap on the amount you have to pay for your water.

How does it work?

WaterSure caps your annual metered bill amount so you won’t pay over a certain amount for the year, no matter what your actual consumption is.

The Bill Cap - WaterSure Wales charge from 1 April 2024 to 31 March 2025 is £396.68 (£153.66 for water, £243.02 for sewerage).

Am I eligible?

The scheme is available to customers who already have a water meter, or opt in to have a water meter fitted. To be eligible, you must be receiving a qualifying benefit or tax credit and either :

  1. have 3 or more children under the age of 19 living at your home who you can claim Child Benefit for, or
  2. have a member of your household with a medical condition that requires significant use of extra water

Qualifying benefits

You must be in receipt of at least one of the following:

  • Income Support
  • Income related Employment & Support Allowance
  • Income-based Jobseeker's Allowance (JSA)
  • Pension Credit
  • Housing Benefit
  • Attendance Allowance (AA)
  • Working Tax Credit
  • Child Tax Credit (except families in receipt of the family element only)
  • Universal Credit
  • Disability Living Allowance (DLA)
  • Personal Independence Payment (PIP)

Medical conditions

Common conditions which require a significant amount of extra water can include:

  • Desquamation (flaky skin disease)
  • Weeping Skin (eczema, psoriasis, varicose ulceration)
  • Incontinence
  • Abdominal Stoma
  • Crohn's Disease
  • Renal failure requiring home dialysis (except where the health authority contributes to the cost of the dialysis

If your condition is not listed here, but still requires a significant amount of water, you may provide information in your application.

You don't meet the requirements if...

  • You don't have a water meter fitted at your property. If you'd like to have a meter fitted to qualify, please complete the WaterSure Wales application form, including the meter application form on page 5.
  • You water your garden with a non-handheld appliance, such as a sprinkler or domestic irrigation system.
  • You have a swimming pool or pond with a capacity of over 10,000 litres.
  • The property you're applying for isn't your main home.
  • Your property is used for commercial purposes.
  • You share payment of your bill with your neighbour(s)
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Bill Cap - WaterSure Wales Tariff

Apply for our Bill Cap - WaterSure Wales tariff by clicking on the link below.

Apply now

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