Customers across Wales and Herefordshire are being invited to help shape the future of Dŵr Cymru Welsh Water as the company launches the largest customer engagement programme in its history – Your Water. Your Voice. Our Future.
The initiative will help shape Welsh Water’s long-term strategy, ensuring future investment and priorities reflect what matters most to the communities it serves. It brings together customer workshops, an open online survey and the creation of a new Customer Panel, giving customers a direct and lasting voice in how Welsh Water plans and delivers its services in the years ahead.
The consultation forms a central part of Welsh Water’s vision of fostering thriving communities by providing world-class water services. Feedback will directly inform the company’s new long-term strategy and Capital and Operational Plan, helping shape decisions on investment, customer service, environmental improvements and the delivery of water and wastewater services over the next 25 years.
The consultation launched at the Royal Welsh Show, where visitors to Welsh Water’s stand were among the first to take part. Customers also took the survey at the National Eisteddfod, and so far almost 3,000 have given their views on the direction Welsh Water should take into the future.
Throughout the summer, customers will also be able to complete the survey at six further events across Wales, as Welsh Water seeks views from thousands of customers.
The consultation comes as Welsh Water embarks on a significant period of change, with record investment planned over the next five years to improve services, protect the environment and build greater resilience for future generations.
The survey is also available online at dwrcymruplans.com. It takes around five minutes to complete, all responses are anonymous and customers have until 30 September 2026 to share their views.
Alun Shurmer, Chief Strategy and Stakeholder Officer said: “We’re making important decisions about the future of Welsh Water—where we invest, how quickly we deliver improvements and how we balance today’s needs with those of future generations. The views of our customers must be at the heart of those decisions.
“We’ve already spoken to customers through workshops across Wales and Herefordshire, and now we want to hear from thousands more people. Every customer experiences our services differently, so whether it’s the reliability of your water supply, protecting the environment or the support we provide, we want customers to help shape the decisions we make.
“This is about listening, learning and building a long-term strategy that reflects what matters most to the people and communities we serve.”
Customers can meet Welsh Water colleagues and take part in the survey at the following events:
- Anglesey County Show – 11–12 August 2026
- Vale of Glamorgan Agricultural Show – 12 August 2026
- Monmouthshire Show – 16 August 2026
- Pembrokeshire County Show – 19–20 August 2026
- Denbigh and Flint Show – 20 August 2026
- Usk Show – 12 September 2026
Customers can also complete the survey online in around five minutes and find out more about the programme at dwrcymruplans.com.
Further details, including the outcomes of Your Water. Your Voice. Our Future, and the new Customer Panel, will be announced later this year alongside the publication of Dŵr Cymru’s long-term strategy.
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