Got questions about metering?

We’re installing water meters to help us detect leaks early and fix them quickly - saving water and reducing waste. Meters also give our customers more control over their water usage, with the opportunity to save money if they choose.

Yes. We’re permitted under the Water Industry Act to install a meter on our pipework. These meters help us identify leaks early and carry out repairs quickly, ensuring more water stays in the network for all our customers. Please note, the installation of this meter will not affect how you are charged for your water.

No. If you don't currently pay on a meter, nothing will change. Switching to metered billing is entirely your choice.

It won’t impact you, as nothing changes with your bill. The meter is being fitted for leakage detection, so you’ll remain on your current charges. If you choose to switch to metered billing, you’ll have two full years to decide if it’s right for you. And if you’re not seeing the savings you hoped for, you can switch back to your previous unmeasured charges - no problem.

If your current meter was installed more than seven years ago, we’ll upgrade it as part of this programme. Our new meters are more accurate and can detect continuous water flow, which helps identify leaks more effectively.

The new meters have technology that can detect continuous water flow - which helps us detect leaks. They can also be read remotely, and so reading the meter is quicker and more accurate.

Usually outside the property near our company stop tap. If the stop tap is inside your property boundary, we’ll install it there.

It only takes a few minutes to install a meter. We'll knock the door before starting the work, and do everything we can to keep disruption to a minimum.

Yes, we’ll need to turn off your water supply for around 10 - 15 minutes while we install the meter. We’ll knock on your door beforehand to let you know, and we’ll do everything we can to keep the interruption as brief as possible.

The meter is usually fitted outside your home on our company stop tap. If the stop tap is in your garden, we may need to access it. Don’t worry - we’ll knock on your door first to let you know we’re there. If you’re not at home, we’ll still go ahead with the work, as the stop tap is part of our network and owned by DCWW.

Not usually. Water meters are typically fitted outside your property, and the installation is quick and straightforward. You don’t need to be at home for the work to be completed. If the installation is more complex, we may arrange an appointment with you.

We’ll fit the meter to our stop tap, which is usually located in the footpath outside your property. If the chamber needs cleaning, we’ll handle that first. We’ll let you know when we arrive, then briefly turn off your water supply to install the meter. Once everything’s done, we’ll check back to make sure your water is running as normal.

We’ll fit the meter near our external stop tap, which is usually located in the footpath outside your property. If the chamber needs cleaning, we’ll handle that first. We’ll let you know when we arrive, then briefly turn off your water supply to install the meter. Once everything’s done, we’ll check back to make sure your water is running as normal.

No, this will not change. You'll remain on the tariff and we will use the meter to help detect leaks.

We aim to fit a meter outside every property where possible. However in some cases - such as properties with shared water supplies or complex pipework arrangements - we may be unable to do so.

We’ll send you a letter about a month before the work to let you know what’s happening. On the day, we’ll knock on your door to let you know we’re there, and once the meter has been fitted, we’ll leave a card confirming the installation.

The installation of a meter is covered under Sections 162 and 172 of the Water Industry Act.

When we arrive, we’ll let you know by knocking on your door. The meter will be fitted outside your home, and the process is quick and straightforward. Your water supply will need to be turned off for a short time - no longer than 15 minutes. Don’t worry, we’ll notify you before we switch it off, and we'll let you know when you can switch it on again. If you’re not home, we’ll leave a card confirming the installation.

Yes, for around 10-15 minutes while we install the meter. We'll knock the door beforehand to let you know.

We’ll fit the meter near our external stop tap and leave a card to let you know we’ve been.

When we arrive, we’ll knock on your door, explain why we’re visiting, and show you our official ID badge so you can be sure it’s us. Our teams will be in Welsh Water branded uniform and vehicles.

No, you don’t need to be at home. We’ll fit the meter near our external stop tap and leave a card to let you know we’ve been.

No, the work is carried out on our pipework outside your property. If you’re not at home, we’ll still go ahead with the work as the stop tap is part of our network and owned by Welsh Water.

If we’re unable to fit a meter during the initial visit, we may need to return at a later date. We’ll contact you beforehand.

If you're not at home we'll leave a card to let you know we've visited and a meter has been fitted. You'll need to run a downstairs cold-water tap for one minute, or for a little longer until the water runs clear.

Photos are taken only for quality assurance purposes. They help us confirm that the meter has been installed at the correct property, and that all required hygiene and safety standards have been followed. We do not use these photos for any other reason.

Yes! By monitoring your usage, you can identify ways to reduce water consumption. If you choose to switch to metered billing, you may pay less than on an unmetered tariff, depending on your usage. Over half of our customers have already chosen metered billing to help save money. By keeping an eye on your water use, you can find simple ways to cut back. If you decide to switch, you could pay less than on your current unmetered tariff - depending on how much water you use.

Not unless you ask us to. The meter will record your usage which will be shown on your bill, and it’s your choice whether to switch to metered billing. You can compare your current charges with potential metered bills. Log in or sign up to My Account to find out more at www.dwrcymru.com/myaccount.

Yes. If you choose to switch to metered billing, you’ll have two full years to decide if it’s right for you. If you’re not seeing the savings you hoped for, you can switch back to your previous unmeasured charges - no problem. Switching to metered billing is quick and hassle-free, just contact us and we’ll handle everything for you.

Unfortunately not. The meter is installed on our stop tap because this tap controls the water supply from the water main. Positioning the meter here ensures we can accurately measure leaks.

When a property is fitted with a water meter, any new occupier or purchaser will automatically be charged based on actual meter readings. This requirement is outlined in the documentation provided during property searches, which are typically conducted by the purchaser’s solicitor.

We don’t anticipate there being problems with your supply as installing a meter is routine work. However, if you do experience any issues after the installation, please let our team straight away, and they'll investigate and resolve the problem as quickly as possible. A calling card with contact information will be left if you’re not at home.

No. The meter has been installed to help identify leaks within the network and to support the delivery of a sustainable water service for future generations. Under the Water Industry Act, we are legally permitted to install a meter on our pipework. These installations are carried out primarily for leakage detection and to promote water efficiency.

If we identify a leak, we’ll investigate and get in touch with you. For further advice with dealing with leaks, visit here.

A water meter gives you better control over your water use, helping you manage and reduce consumption at home. You’ll be able to see your usage on your bill - whether online through My Account or on a paper bill - and decide if switching to metered billing could save you money.

This is a great opportunity to review your options and potentially lower your costs - the choice is yours.

You’ll be able to see your water usage on your bill - either online through MyAccount or on your paper bill - and decide whether switching to metered billing is right for you. You can compare your current charges with what you might pay on a metered bill. To learn more click here.

The new meters have technology that can detect continuous water flow - which helps detect leaks. Water meters can help spot leaks early. If your usage seems unusually high, or if the meter records consistent water flow, it could indicate a leak, allowing quick repairs and avoid unnecessary damage. They can also be read remotely, and so reading the meter is quicker and more accurate.

If your water is cloudy or discoloured, don’t worry, just run the tap for a few minutes and it should run clear. Make sure the water is clear before using your hot water supply or appliances like your washing machine.

If you’re able to do so, locate your internal stop tap and turn it off, then turn it back on again. Turn on the cold kitchen tap, and the supply should return to normal. If this doesn’t resolve the issue, please visit dwrcymru.com/report or contact our emergency line on 0330 0413 328.

No, this will not change. You'll remain on the tariff and we will use the meter to help detect leaks.

Yes. All meters are calibrated to international standards ensuring they meet accuracy requirements.

Yes. The meter does not store any personal details like your name, address, or bank information. It only records water usage and securely sends this data to us when we take a reading, so we can provide you with accurate billing.

No. The meter is battery powered and a Welsh Water asset so will not use any of your home energy supply.

No. Our meters transmit reads to our meter readers who will take readings as they walk or drive by. They don't transmit reads to networks like Gas and Electric meters, and there's no in-home displays.

No. The meter only records water use and does not restrict use.

You will need to run a downstairs cold-water tap for one minute, or for a little longer until the water runs clear.