Caring for you, Caring for our region

After listening to over 6,000 customers, regulators, and government officials, our forward-thinking plan puts you, our customers and communities, at the heart of everything we do.

With a record-breaking £266 million investment over the next few years, we’re supercharging our services, uplifting our communities, and protecting the stunning natural environment we all cherish.

We’re proud to be part of the communities we serve across Wrexham, Powys and the surrounding areas. Everything we’re doing from upgrading older pipes to improving local rivers, is about supporting the homes, people and places that make our region special.

We’ve begun our biggest ever programme of pipe upgrades. In many areas, the existing mains are made from older cast iron or concrete. They’ve done a great job over the years, but some are now reaching the end of their working life.

By installing brand‑new, modern mains, we’re strengthening supplies for the future. It’s all part of making sure our communities continue to have the quality of service they deserve.

Flooding and pollution can have a huge impact on homes, rivers and wildlife, so we’re making targeted improvements where they’re needed most. In Powys, this includes major upgrades at sites like Llanidloes, Llanfyllin, Knighton and Llanwddyn.

As we’re responsible for both water and wastewater services in Powys, it’s an area where our environmental investment can make the biggest difference for local communities.

In Wrexham, we provide water services only, while wastewater services are delivered by Dŵr Cymru Welsh Water (DCWW). DCWW sets wastewater charges, and we’re legally required to pass them on in your bill. We’re keeping our service charges as low as possible while continuing to invest in upgrades to the local network.

We’re upgrading several wastewater treatment works to improve how phosphorus is removed before treated water is safely returned to the environment. This helps protect local rivers and the wildlife that depends on them.

Healthy rivers are essential for wildlife and for our communities. One of the biggest challenges for rivers across Wales is phosphorus, which can lead to algal blooms that use up oxygen in the water and put pressure on fish, plants, and other river life.

Because phosphorus naturally exists in sewage, water companies are expected to carefully monitor and reduce the amount released into rivers. In 2025, Ofwat introduced a new measure to track this – and we’re proud to say we’re on track to exceed our targets. 

We want everyone across Wrexham, Powys and our more rural communities to be able to access support easily. That’s why our Community Connectors are out and about every day, chatting with customers face to face, listening to what matters, and sharing the many ways we can help. You’ll often find them at local community groups, foodbanks, job centres, coffee mornings and events right across the region. And keep an eye out for Dilys, our community vehicle, she’s regularly on the road bringing support directly to local neighbourhoods.

We’re proud to be part of your community. From working with local partners to supporting food banks and hosting community events in Wrexham, Welshpool and Newtown, to investing in education and creating opportunities for future generations, everything we do is about helping our communities thrive.