Dŵr Cymru Welsh Water welcomes any customer to contact them using their Welsh language services.
Customers can contact the company in Welsh on the phone, by email, website chatbot and by posting a letter, with any questions on their account or bills. All customers are also invited to choose their language preference through their My Account online services.
Dŵr Cymru can also organise home visits for customers with Welsh language speaking representatives for services such as checking and fixing leaks. The company has also recently established a new contact centre in North Wales.
The Welsh Language Commissioner has announced that Dŵr Cymru will be placed under a legal duty to provide Welsh language services by August 2025. Over the last few months Dŵr Cymru has been working with the Welsh Language Commissioner on the legal duty that will be placed on it to provide services in Welsh.
This will be the first time that the Welsh language standards will be applied to organisations outside the public sector.
The not-for-profit provider of water and sewerage services is proud of its Welsh language offering that’s available in Welsh, and these services are appreciated by the customers.
Courtney, Customer Advisor based in South Wales said: “The feedback we’re getting from customers on our Welsh language services is so positive and it’s really heartening to know you’re helping a customer in their preferred language. I recently had a customer approach me at the Eisteddfod to tell me how happy they were to be able to contact us in Welsh the week prior, so we know we’re delivering good service in this space.”
Lee, Retail Team Leader based in the North Wales contact centre said: “We are so glad to be able to offer essential services in the Welsh language. We are here to help, so please use our Welsh language services and get in touch with our teams for any help with bills or other services.”
Pete Perry, CEO of Welsh Water said: “We have shown a long-standing commitment to the Welsh Language at Dŵr Cymru, and we fully support the Commissioner’s long-term plan to ensure people can use the Welsh language in all aspects of their lives, in all parts of Wales. It is important to us that we provide the outstanding customer service bilingually, and we are already so active in this space ahead of the legal duty that will be placed on us from next summer.