Welsh Water

Corporate brand

Dŵr Cymru Welsh Water, commonly known as Welsh Water, is a not-for-profit water and wastewater utility serving most of Wales and parts of western England.

Last updated November 4, 2026

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Overview

Welsh Water is the customer-facing brand of Dŵr Cymru Cyfyngedig, the principal operating company of the Glas Cymru group. It supplies drinking water, collects and treats wastewater, manages reservoirs and water-treatment assets, maintains extensive water and sewer networks, and provides related environmental and customer services. Its operating area covers most of Wales as well as Herefordshire, Deeside and certain other neighbouring areas of England. The company serves approximately three million people and around 1.4 million homes and businesses. The modern company emerged from the 1989 privatisation of the Welsh Water Authority, part of the wider restructuring of the water industry in England and Wales. In the 1990s the business became part of Hyder, a broader utility group that also included electricity operations. Financial difficulties following the 1999 Ofwat price review and the introduction of the windfall tax contributed to Hyder's breakup in 2000. Dŵr Cymru Welsh Water was subsequently acquired in 2001 by Glas Cymru, a single-purpose company limited by guarantee created specifically to own and operate the utility. The Glas Cymru ownership model is central to Welsh Water's identity. Unlike most privately owned water companies in England, Welsh Water has no equity shareholders and does not distribute ordinary dividends. It finances its assets largely through bonds and retained surpluses, with the stated objective of reinvesting money in infrastructure, service quality, environmental protection and customer support. The company therefore presents itself as a not-for-profit water company rather than a conventional shareholder-owned utility. This structure does not remove commercial or regulatory obligations: Welsh Water remains a private company operating under an appointment and licence regulated principally by Ofwat and subject to environmental regulation and drinking-water standards. Welsh Water's business spans the complete water cycle. It abstracts and treats raw water, distributes potable water through tens of thousands of kilometres of mains, collects wastewater through an extensive sewer network, operates hundreds of wastewater treatment works, manages reservoirs and catchments, and returns treated water to rivers and coastal waters. The group also supports education, reservoir visitor facilities, water-efficiency programmes, community engagement and renewable-energy activity associated with wastewater treatment, including anaerobic digestion and biogas generation. The brand's positioning combines Welsh identity, public-service purpose, environmental stewardship and affordability. Its bilingual name, Dŵr Cymru Welsh Water, links the business to Wales while retaining the English brand name used by customers and regulators. Communications frequently emphasise trust, long-term resilience, care for rivers and seas, and the idea that customers should use water responsibly. Campaigns such as Let's Stop the Block, Love Dŵr, Get Water Fit and seasonal winter and reservoir-safety initiatives seek to change household behaviour and reduce pressure on the network. Welsh Water has also faced significant operational and governance scrutiny. In 2024, Ofwat concluded an enforcement case concerning the company's reporting of leakage and per-capita consumption performance commitments and accepted undertakings involving customer redress valued at £39.4 million alongside a nominal financial penalty. The matter increased pressure on the company to strengthen data controls, management systems, accountability and operational performance. From 2025 onward Welsh Water began a major leadership and investment transition. Peter Perry retired as chief executive in January 2026 and was succeeded by Roch Cheroux. The company has described the 2025–2030 period as its largest investment programme, with more than £4 billion planned across infrastructure, environmental improvement, resilience, leakage, water quality and customer service. In 2026, the company launched a transformation programme and began consulting customers and stakeholders on a new long-term strategy covering the following 25 years. Welsh Water remains an active, regulated utility whose public-facing challenge is to reconcile affordability, financial resilience, environmental performance and reliable service in a changing climate.

History

Welsh Water's institutional history is rooted in the regional reorganisation of the water industry in Wales. The Welsh National Water Development Authority was created in 1973 under the Water Act 1973 and later became the Welsh Water Authority. It assumed responsibility for most public water supply and sewerage functions in Wales, including responsibilities previously held by local authorities and river authorities. In 1989, the Welsh Water Authority was privatised as part of the restructuring of the water industry in England and Wales. The resulting company initially benefited from the financial conditions of privatisation and expanded beyond traditional water services. During the 1990s it became part of Hyder, a broader Welsh utility group that acquired the electricity business SWALEC and operated as a multi-utility. The expansion proved difficult to sustain. The 1999 Ofwat price review, combined with the government's windfall tax on utility profits and the group's debt position, contributed to financial pressure. Hyder was subsequently broken up following a takeover battle. Western Power Distribution acquired Hyder in September 2000, primarily for its electricity distribution business, and disposed of other assets. Dŵr Cymru Welsh Water was transferred to Glas Cymru together with substantial debt for a nominal consideration. Glas Cymru had been established as a single-purpose company limited by guarantee. Its purpose was to own, finance and operate Welsh Water for customer benefit rather than for shareholder returns. The acquisition was completed in 2001 and the company adopted the distinctive not-for-profit, not-for-shareholder model that continues to define the brand. The business is financed through bonds, retained surpluses and regulated revenues, while financial surpluses are intended to support investment, affordability and environmental performance. During the 2000s and 2010s Welsh Water concentrated on infrastructure renewal, service reliability, drinking-water quality, wastewater treatment, environmental compliance and customer engagement. It developed a large network of reservoirs, treatment works, pumping stations, water mains and sewers, while also expanding education centres and visitor facilities at selected reservoir sites. The company promoted behavioural programmes addressing water efficiency, sewer blockages, winter preparedness and reservoir safety. The company entered the 2020s under growing pressure from climate change, population and housing growth, ageing infrastructure, storm overflows, leakage, affordability concerns and heightened public scrutiny of the water industry. In 2024, Ofwat completed an enforcement investigation into Welsh Water's reporting of leakage and per-capita consumption commitments. The regulator found reporting failures and accepted undertakings that included customer redress valued at £39.4 million and a nominal penalty. The case led to further focus on governance, data quality, management controls and performance transparency. A leadership transition followed in 2025 and 2026. Peter Perry, who had joined Welsh Water as an apprentice in the early 1980s and later became chief executive, retired in January 2026. Roch Cheroux succeeded him after joining as CEO designate in October 2025. Mike Davis also left the chief financial officer role in 2025 after more than two decades with the company. The board was refreshed with new non-executive directors, including Sir James Bevan, Darren James, Darren Pope and Alison Wilcox. The 2025–2030 regulatory period marked a new investment phase. Welsh Water described its programme as its largest ever, with more than £4 billion planned for environmental improvements, leakage reduction, resilience, water quality and customer service. In 2026 the company reported £617 million of investment during the first year of the programme and began an organisational transformation under the new chief executive. It also launched a customer and stakeholder consultation intended to shape a 25-year strategy. The present Welsh Water brand therefore combines the legacy of a privatised regional utility with a distinctive not-for-profit ownership structure and a forward-looking emphasis on resilience, environmental recovery and customer trust.

2026
Roch Cheroux becomes chief executive
[13]Roch Cheroux becomes chief executivecorporate.dwrcymru.com
Roch Cheroux took over as chief executive on 5 January 2026 and began a company-wide transformation programme.
2026
Record investment and long-term strategy consultation
[6]Welsh Water investment and transformation programmecorporate.dwrcymru.com
The company reported £617 million of investment during 2025–26 and consulted customers on a proposed 25-year strategy.
2025
Board refresh and new investment period
[12]Board refresh and new investment periodcorporate.dwrcymru.com
Welsh Water appointed several new non-executive directors and began its largest described investment programme for the 2025–2030 period.
2024
Ofwat enforcement decision
[4]Ofwat final decision on Welsh Water enforcement caseofwat.gov.uk
Ofwat issued a final decision concerning misreporting of leakage and per-capita consumption performance commitments and accepted undertakings involving £39.4 million of customer redress.
2021
Twenty years under Glas Cymru
[5]Welsh Water marks 20 years as not-for-profitcorporate.dwrcymru.com
The company marked two decades since Glas Cymru acquired and converted Welsh Water into a not-for-shareholder utility.
2020
Wellbeing Commitments introduced
[11]Wellbeing Commitments introducedcorporate.dwrcymru.com
Welsh Water launched Wellbeing Commitments alongside its longer-term Welsh Water 2050 framework, linking business planning with customer, community and environmental outcomes.
2010
Large infrastructure investment programme
[1]Dŵr Cymru Welsh Water official overviewcorporate.dwrcymru.com
Welsh Water publicised a multi-year investment programme covering network renewal, treatment assets and service improvement.
2001
Glas Cymru acquires Welsh Water
[5]Welsh Water marks 20 years as not-for-profitcorporate.dwrcymru.com
Glas Cymru completed the acquisition of Welsh Water and established the ownership structure under which the utility operates without equity shareholders.
2000
Hyder breakup and transfer of Welsh Water
[10]Water industry privatisationen.wikipedia.org
Following financial difficulties and a takeover battle, Western Power Distribution acquired Hyder and prepared to dispose of its non-electricity assets, including Welsh Water.
1996
Business becomes Hyder
[10]Water industry privatisationen.wikipedia.org
The company adopted the Hyder name after acquiring SWALEC and expanding into a broader electricity and water multi-utility model.
1989
Water industry privatisation
[10]Water industry privatisationen.wikipedia.org
The Welsh Water Authority's water supply and wastewater functions were privatised as part of the wider privatisation of water utilities in England and Wales.
1973
Welsh regional water authority created
[9]Welsh regional water authority createden.wikipedia.org
The Welsh National Water Development Authority was established during the reorganisation of the water industry and later became the Welsh Water Authority.

Products and positioning

A Welsh, environmentally focused, not-for-profit water and wastewater utility that reinvests surpluses for customers, infrastructure and environmental protection.

Water supply · 1989
Household drinking-water supply
Welsh Water abstracts, treats and distributes drinking water to households, businesses, hospitals and other customers across most of Wales and neighbouring areas of England. The service includes raw-water resource management, treatment, quality testing, storage, pumping, network maintenance and customer supply.
Wastewater services · 1989
Wastewater collection and treatment
The company collects wastewater through its sewer network, conveys it to treatment works, removes pollutants and returns treated effluent to rivers, estuaries and coastal waters in accordance with regulatory requirements. The service also includes sewer maintenance, storm-overflow management and pollution-response activity.
Water efficiency
Get Water Fit
Get Water Fit is Welsh Water's household water-efficiency programme. Customers can use a consumption calculator, receive practical advice and request free water-saving devices such as tap fittings, shower products, cistern bags and leak-detection materials.
Customer support
Cartref
Cartref provides home water-efficiency assistance, including visits and support for vulnerable customers. The programme can include advice on reducing consumption and repairs for certain private-side leaks, including leaking toilets.
Community and environmental services
Reservoir visitor and education services
Welsh Water manages selected reservoir sites as visitor, recreation and environmental-education destinations. Its education centres and teaching resources explain drinking-water production, wastewater treatment, water efficiency, catchment protection and reservoir safety.
Renewable energy
Wastewater-derived renewable energy
Anaerobic digestion at wastewater facilities produces biogas that can be used to generate electricity and reduce the energy intensity of treatment operations. Welsh Water has also operated related organic-energy activities within the wider Glas Cymru group.

Controversies

2024
Leakage and per-capita consumption data-reporting enforcement case
Ofwat concluded that Welsh Water had misreported data relating to leakage and per-capita consumption performance commitments for several years. The regulator also identified weaknesses involving management resources, planning and internal controls. Ofwat imposed a nominal penalty in light of undertakings that included customer redress valued at £39.4 million.
Source

2020Get Water Fit
Wales · Herefordshire · Deeside
Get Water Fit combines a digital water-use calculator with free water-saving products and practical installation guidance. The programme links lower water consumption with reduced energy use and potentially lower household costs.
Outcome. The programme remains an active customer-facing water-efficiency service.
Source
2020Wrap Up winter campaign
Wales · Herefordshire · Deeside
Wrap Up prepares customers for winter conditions by explaining how to protect household pipes, reduce freezing and bursting risks and respond to potential interruptions during colder weather.
Outcome. The campaign became a recurring seasonal communications programme.
Source
2020Reservoir Safety
Wales
The Reservoir Safety campaign warns the public about hidden hazards at reservoirs and discourages unauthorised swimming. Welsh Water promotes organised, supervised open-water activities only at approved sites.
Outcome. Reservoir-safety messaging remains part of the company's seasonal public-safety communications.
Source
2015Let's Stop the Block
Wales · Herefordshire · Deeside
Let's Stop the Block is a behavioural campaign explaining that wet wipes, nappies, sanitary products, cotton products, fats, oils and grease should not be flushed or poured into drains. It positions sewer-blockage prevention as a shared responsibility between the utility and customers.
Outcome. The campaign has been used repeatedly in spring and autumn bursts and incorporated into Welsh Water's education resources and public communications.
Source
2010Love Dŵr
Wales · Herefordshire · Deeside
Love Dŵr is a long-running water-efficiency campaign encouraging customers to use as much water as they need but avoid waste. Activity has included digital content, social media, school education, community events, water-efficiency audits, water-butt promotions and practical household advice.
Outcome. The campaign became part of Welsh Water's broader demand-management and drought-planning approach.
Source

Brand decisions

2026
Appointment of Roch Cheroux as chief executiveleadership_change
Background
Welsh Water was undertaking a leadership transition following the planned retirement of Peter Perry and the departure of chief financial officer Mike Davis.
Action taken
Roch Cheroux became chief executive on 5 January 2026 and initiated a company-wide transformation and executive-team restructuring.
Aftermath
The company placed greater emphasis on operational improvement, asset resilience, customer service and delivery of the 2025–2030 investment programme.
Source
2026
2026–27 household bill increasePrice change
Background
Welsh Water cited the scale of its infrastructure and environmental investment programme, rising costs and the need to improve services and resilience.
Action taken
The company increased the average household bill by 4.8%, from £652 to £683 for 2026–27, while expanding affordability support.
Aftermath
The decision increased customer charges but was presented as necessary to fund long-term service and environmental improvements.
Average household bill. £652 → £683 (2026–27)
Source
2026
Development of a 25-year customer-led strategyStrategy
Background
Welsh Water sought to define long-term priorities for climate adaptation, environmental performance, resilience, affordability and customer service.
Action taken
The company consulted customers and stakeholders on a draft long-term strategy after collecting views through events and an online survey.
Aftermath
The consultation was intended to shape the company's priorities beyond the 2025–2030 investment period.
Source
2025
Launch of the 2025–2030 investment programmeStrategy
Background
Welsh Water entered a new regulatory and investment period with growing pressure to improve environmental performance, resilience, leakage, water quality and customer service.
Action taken
The company committed to more than £4 billion of investment across its network and environmental programmes.
Aftermath
The programme became the central framework for the company's transformation, with investment levels materially above the previous five-year period.
Planned investment. More than £2 billion during 2020–2025 → More than £4 billion during 2025–2030 (Five-year regulatory periods)
Source
2024
Acceptance of Ofwat enforcement undertakingsOther
Background
Ofwat's investigation found problems in the reporting of leakage and per-capita consumption performance commitments and weaknesses in associated management and control systems.
Action taken
Welsh Water accepted undertakings including customer redress and corrective measures, while Ofwat imposed a nominal financial penalty.
Aftermath
The decision increased scrutiny of Welsh Water's governance, data quality, performance reporting and operational accountability.
Customer redress and nominal penalty. £39.4 million of customer redress commitments and a nominal £1 penalty (2024 Ofwat final decision)
Source
2001
Transfer to Glas Cymru ownershipM&A
Background
Hyder's financial difficulties and subsequent breakup created the conditions for Welsh Water to be separated from the electricity business and acquired by a new single-purpose ownership vehicle.
Action taken
Glas Cymru acquired Welsh Water and established a company-limited-by-guarantee ownership structure without equity shareholders.
Aftermath
Welsh Water became one of the UK's most distinctive utility ownership models, with retained surpluses and bond financing used for customers, infrastructure and environmental services.
Source

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