Welsh Water - In Your Area - Our ref: PM2025

***The programme is starting in Pontypridd, Merthyr Tydfil, and Caerphilly, with plans to expand to other areas in 2026. When we’re ready to work in your area, we’ll write to you to let you know***.

Good afternoon

As part of our ongoing commitment to ensuring the efficient use of water and reducing leakage, we’re launching a new programme to upgrade and install water meters throughout Wales and parts of England.  This initiative is designed to help us better detect and reduce water lost through leaks, and encourage our customers to be water efficient.

Water is a precious resource, and we need to preserve as much as we can within our network. With growing pressure from climate change and increasing demand due to population growth, we’re taking proactive steps to manage our network more efficiently.

Over the coming weeks and months, we will be visiting customer properties and businesses in your area, to replace existing meters that are over 10 years old, and fit new water meters at properties that don’t currently have one. 

It’s important to explain that we are not changing the way our customers are charged.  This also applies to customers on our HelpU or WaterSure Wales tariffs.  Once a meter has been fitted, the current occupier will be able to see the volume of water being used, and can choose to be billed on the metered usage if they feel it is beneficial to them. 

Our approach is being guided by the need to prioritise regions that are supplied by reservoirs experiencing higher levels of water stress. This means that, at this stage, we are not covering every property within the area.  We understand that this may raise questions for residents in areas not currently included. Please be assured that this is part of a phased approach, and we fully intend to return to the remaining areas in future phases of the programme, to ensure comprehensive coverage.

As well as helping us to detect and monitor water leaks on the network, meters allow customers to understand how much water they are using, and help them save water in their homes. 

Meters are usually fitted quickly, with little disruption. Customers will receive a letter before our visit, explaining why we are installing the meter.  All meters will be fitted externally, on the street outside the home.

When we visit, we will knock on the door to inform the customer that we are starting work and that the water supply will be off for a few minutes. If no one is at home, we will leave a card to let them know a meter has been successfully fitted.

Sometimes we’re unable to install a meter during our first visit, usually because of the pipework layout. If this happens, we’ll get in touch with the customer to discuss the next steps, and how we may be able to fit one in the future.  In some cases, we may not be able to fit a meter at all, for example, if the water supply is shared with a neighbouring property. When this happens, we’ll leave a calling card to explain why a meter couldn’t be installed.

At this stage, our work is non-intrusive, and we are not carrying out any work that involves digging in the footpath, or altering internal plumbing. When intrusive work becomes necessary in the future, we will provide further communication before proceeding.

I want to assure you once again that we are not changing the way our customers are charged. Any customers billed on an unmeasured basis will continue to be billed in the same way.

Our metering programme is a positive step forward to ensuring a resilient and sustainable water service for generations to come.  We’re confident that it will enable more efficient water use in homes and businesses, as well as reduce property and network leakage.

I trust this information will be useful, although please do let me know if you have any questions.  More information about our metering programme can be found at dwrcymru.com/meteringprogramme, or by clicking here.

It may also be helpful to let you know that we also offer free toilet leak repairs and free water efficiency visits.  Further information is provided on our website page dwrcymru.com/cartref, or by clicking here.

Kind regards

 Allison

Allison Picton

Dŵr Cymru | Swyddog cymunedol

Welsh Water | Customer Engagement Officer

07471 571965