Frequently Asked Questions

Following several weeks of exceptionally hot and dry weather, demand for drinking water in parts of West Wales has remained around 20% higher than normal for a sustained period. This means local service reservoirs are being emptied faster than they can be refilled during the busiest parts of the day.

Introducing a hosepipe ban will reduce non-essential water use, helping protect supplies for homes, businesses and essential services while demand remains exceptionally high.

Our reservoirs and water resources remain in a healthy position.

This is not being introduced because there is a shortage of water in our reservoirs. The challenge is the exceptionally high level of demand for treated drinking water and the pressure this places on our ability to treat, pump and replenish local storage (in underground storage tanks) quickly enough to meet demand, particularly during the busiest parts of the day.

We plan every year for periods of hot weather and increased demand.

Before introducing these restrictions we have:

• operated water treatment works at maximum capacity
• moved additional water around the network wherever possible
• deployed our entire tanker fleet
• increased operational resources
• repaired leaks around the clock
• closely monitored supplies across the affected area.

Despite these measures, demand has continued to exceed what can be sustainably supplied during peak periods.

Unlike a normal spell of warm weather, demand has remained exceptionally high throughout the day and into the evening for several weeks.

The prolonged hot, dry weather, combined with increased numbers of visitors during the summer holiday period, has resulted in sustained levels of demand never previously experienced in this area.

The restrictions apply only to customers supplied within the affected water supply zone covering parts of:

• Mid and South Ceredigion
• North Pembrokeshire
• North Carmarthenshire

Customers can check whether their postcode is affected using our online postcode checker.

Water supply boundaries do not follow council or postcode boundaries.

They are determined by which treatment works and network supplies your property.

Customers must not use a hosepipe to:

• watering a garden using a hosepipe
• cleaning a private motor-vehicle using a hosepipe;
• watering plants on domestic or other non-commercial premises using a hosepipe;
• cleaning a private leisure boat using a hosepipe;
• filling or maintaining a domestic swimming or paddling pool;
• drawing water, using a hosepipe, for domestic recreational use;
• filling or maintaining a domestic pond using a hosepipe;
• filling or maintaining an ornamental fountain;
• cleaning walls, or windows, of domestic premises using a hosepipe;
• cleaning paths or patios using a hosepipe;
• cleaning other artificial outdoor surfaces using a hosepipe.

You can continue to:

• use watering cans
• use buckets
• wash vehicles using a bucket and sponge
• water plants using recycled household water
• carry out essential household water use.

Yes.

Some customers and activities are exempt under the legislation, including certain vulnerable customers, Blue Badge holders and some commercial activities.

Full details are available on the notice.

The restrictions are temporary.

They will remain in place only for as long as they are needed to protect essential water supplies and will be removed as soon as demand reduces and local storage levels recover.

We continually monitor:

• customer demand
• weather forecasts
• service reservoir storage
• network performance.

When demand returns to sustainable levels, local storage has recovered, and weather forecasts support the reduction of risk to our ability to distribute water then the restrictions will be removed.

Not necessarily.

Everything depends on customer demand and weather conditions.

If temperatures reduce or meaningful rainfall returns and demand falls, restrictions could be lifted much sooner.

We continually monitor demand across all our operating area.

Currently the restrictions apply only to the affected water supply zone.

Other areas remain under review should demand continue at exceptionally high levels.

No.

Customers in Herefordshire are not currently subject to a hosepipe ban.

However, demand remains significantly above normal and we continue to monitor supplies closely while asking customers to use water wisely.

We have:

• produced around one billion litres of drinking water every day
• operated treatment works at maximum capacity
• moved water around the network wherever possible
• deployed our entire tanker fleet
• repaired leaks around the clock
• increased operational staffing
• monitored supplies 24 hours a day.

The hosepipe ban has only been introduced after every available operational measure had already been taken.

Yes.

Leakage reduction remains a priority throughout the year.

During this period we have increased repair activity, prioritised significant leaks and deployed additional operational teams.

However, even eliminating all leakage would not offset the exceptional increase in customer demand we have experienced.

Every litre saved helps reduce pressure on the network and helps ensure reliable supplies for everyone.

Reducing non-essential water use now helps minimise the risk of customers experiencing low pressure or interruptions to supply.

No.

Hosepipe bans restrict certain discretionary uses of water during periods of water shortage. We do not charge customers separately for those restricted activities and therefore the introduction of a hosepipe ban does not result in a reduction in water charges. Customers on a water meter may nonetheless see lower bills if they use less water overall during the restriction period.

The hosepipe ban is a legal restriction.

We hope customers will support the measures voluntarily.

Breaches may result in enforcement action where appropriate.

There may be legitimate exemptions.

Customers should not assume someone is breaking the rules.

Many businesses can continue operating normally.

Certain commercial activities are exempt under the legislation.

Full guidance is available on our website.

The hosepipe ban does not affect the support available through our Priority Services Register.

Customers who need additional help can contact us at any time.

Simple steps include:

• taking shorter showers
• turning off taps while brushing teeth
• using washing machines only when full
• using watering cans instead of hosepipes
• fixing dripping taps
• avoiding unnecessary outdoor water use.

We’ll continue providing regular updates through:

• our website
• social media
• local media
• customer emails and texts where appropriate.

The welfare of animals is important. Where cleaning is necessary to protect animal health and welfare, exemptions may apply in certain circumstances including:

• Filling or maintaining a pool that is used for the purpose of decontaminating animals from infections or disease;
• Filling or maintaining a pool used in the course of a programme of veterinary treatment;
• Filling or maintaining a pool in which fish or other aquatic animals are being reared or kept in captivity;
• Filling or maintaining a domestic pond in which fish or other aquatic animals are being reared or kept in captivity;
• Filling or maintaining an ornamental fountain which is in or near a fish-pond and whose purpose is to supply sufficient oxygen to the water

Yes, where it is necessary to protect the health and welfare of fish or other aquatic animals.

We ask customers to use only the amount of water that is necessary.

A Temporary Use Ban is a legal restriction under the Water Industry Act 1991.

Our priority is to encourage customers to support the restrictions voluntarily. We hope people will understand that these temporary measures are designed to protect essential water supplies for everyone.

Breaches could result in enforcement action where appropriate.

Please remember that some customers and businesses are legally exempt from the restrictions, so someone using a hosepipe may be doing so lawfully.

We encourage everyone to focus on reducing their own water use rather than assuming someone is breaching the restrictions.

Some commercial activities are exempt under the legislation where water use is essential to support public health, safety, welfare or economic activity.

The restrictions are designed to reduce non-essential water use while allowing essential services and many businesses to continue operating.

Yes. Some restrictions apply to businesses as well as households.

However, there are a number of statutory exemptions for specific commercial activities.

Businesses should check the detailed guidance on our website to understand how the restrictions apply to them.

Professional window cleaning businesses may continue operating where an exemption applies under the legislation.

Businesses should ensure they understand the legal requirements before using water during the Temporary Use Ban.

Where these vehicles are being used as part of a commercial business, exemptions may apply.

Private vehicle owners should not use a hosepipe during the Temporary Use Ban.

We appreciate the important work carried out by charities and community groups.

However, unless an exemption applies, charity car washes using hosepipes should not take place while the hosepipe ban is in force.

Alternative fundraising activities should be considered during this temporary period.

Many commercial car wash businesses are exempt because they use water efficiently and often recycle water as part of their operations.

Customers should check the full list of exemptions for commercial vehicle cleaning.

Garden centres may continue watering plants that are being grown or offered for sale where an exemption applies.

The restrictions are intended to reduce non-essential domestic water use while allowing businesses to continue operating wherever possible.

Some exemptions exist for newly planted commercial stock or plants where necessary to prevent loss.

Customers should check the detailed exemptions published on our website.

Local authorities and organisations responsible for public planting may continue watering where necessary to protect newly established trees or important planting schemes.

Water should always be used responsibly.

Certain sports surfaces may qualify for exemptions under the legislation.

Each organisation should review the published guidance to understand whether their activities are covered.

Where exemptions apply, councils may continue watering important public planting.

We encourage all organisations to minimise water use wherever possible.

Food production is recognised within the legislation and exemptions apply in certain circumstances.

Where watering is essential to protect crops, customers should follow the published guidance.

The restrictions are intended to reduce non-essential water use.

Local authorities should review the statutory exemptions and consider whether operation of water play facilities remains appropriate while the hosepipe ban is in force.

Customers should not use a hosepipe to fill or top up ornamental fountains or water features unless an exemption applies.

Turning off ornamental water features helps conserve treated drinking water during periods of exceptionally high demand.

The legislation includes specific exemptions for certain religious practices.

Anyone responsible for these facilities should refer to the published guidance to understand how the exemptions apply.