Subject: Welsh Water - Mail reference: 92994223/01 From: CustomerCareTeam Direction: received Date: Thu, 03 Sep 2026 14:59 UTC Institution: Dwr Cymru Welsh Water Refs: 92994223/01 Archive id: gm-1a067c8479753b0e ------------------------------------------------------------ Mail reference: 92994223/01 Your email of: 13th August 2026 Hello Sion, Thank you for your email in which you request a further review of any records relating to Great House Farm (Ty Mawr) and the disconnection which you believe took place during the 1980s. I can see that our Data Subject Access Request (DSAR) team responded to your previous email on 13 August 2026 and advised that we hold no records relating either to yourself or the property in question. My Review I appreciate that your latest enquiry is intended to establish the circumstances surrounding the water supply to Great House Farm (Ty Mawr) in 1988, rather than seeking access to your personal data. As previously advised, we have been unable to locate any records relating to the property following the searches undertaken. Our enquiries indicate that the property was demolished during the 1980s and any operational, customer or property records that may once have existed would fall well outside our retention periods and are no longer held. As we do not hold any surviving records relating to the property, we are unable to confirm whether any request was made to disconnect the supply, who may have made such a request, whether supporting authority was provided, whether works were undertaken, or whether any associated correspondence or operational records were created. Equally, we have been unable to identify any surviving archived indexes, work orders, engineer reports or other records relating to the property. As no records have been located, we cannot provide further information regarding the circumstances of any destruction beyond confirming that records are retained in accordance with applicable retention schedules and legal requirements. Whilst I appreciate this may be disappointing; Welsh Water can only provide information that is currently held. We are unable to speculate on events or actions that may have occurred where no records remain available to verify them. In response to your request for clarification regarding our retention periods, these vary depending on the type of data or information held. For example, telephone recordings are retained for 12 months, whereas account notes may be retained for significantly longer periods depending on the nature of the information. We are generally required to retain customer correspondence for between six and seven years. During this period, correspondence may remain accessible through a customer's online account before it expires and is removed in line with the relevant retention schedule. That said, following the migration to our current billing systems in 2015, historical call notes, emails, webforms and other communications that may previously have been associated with a customer or property account, were not transferred and are therefore no longer available through our current operating systems. Outcome I am sorry that we have been unable to provide the information you requested regarding the property and any actions that may have been taken in 1988. However, using the details provided, our DSAR team has been unable to locate any records relating to either the property or yourself. For clarity, this has included searches across our available operating systems, including customer registration and billing records, as well as records relating to site visits and supply adjustments or alterations. Lastly, I have identified that our response falls outside our 10-working day target for responding to written communications, and I would like to apologise for any inconvenience this may have caused. To address this, a £20.00 Guaranteed Standards Scheme (GSS) payment can be paid to you. To allow this to be processed, please confirm a suitable forwarding address so that we can arrange for a cheque to be issued to you. If you have any questions or concerns, please do not hesitate to get in touch by replying to this email, or by calling Customer Care on [phone redacted], available Monday to Friday between 9:00am and 4:00pm. Alternatively, you can contact our Billing Department on [phone redacted], available Monday to Friday between 8:00am and 6:00pm, and Saturday between 9:00am and 1:00pm. Kind regards Daniel Customer Services Web: www.dwrcymru.com [cid:image001.png@01DD3BBD.1079FA30] We take compliance with Data Protection seriously at Welsh Water. For more information on how we use your Personal Information please click here for our Privacy Notice www.dwrcymru.com/legal-privacy or call us on [phone redacted] to ask us to send you a copy in the post. _______________________________________________________ Dwr Cymru Welsh Water is firmly committed to water conservation and promoting water efficiency. Please log on to our website www.dwrcymru.com/waterefficiency to find out how you can become water wise. Mae Dwr Cymru Welsh Water wedi ymrwymo i warchod adnoddau dwr a hyrwyddo defnydd dwr effeithiol. Mae cyngor i' ch helpu i ddefnyddio dwr yn ddoeth yn www.dwrcymru.com/waterefficiency ________________________________________________________ ********************************************************************** This email and any file attached is confidential. If you are not a named recipient or believe you may have received this email in error please delete from your system and promptly inform the sender. Dwr Cymru Cyf (trading as Welsh Water) is a company registered in England and Wales, number 02366777, registered office Linea, Fortran Road, St Mellons, Cardiff [postcode redacted]. Mae'r neges e-bost yma ac unrhyw ffeil sydd ynghlwm wrthi'n gyfrinachol. Os nad chi yw'r derbynnydd a enwir, neu os ydych chi'n credu eich bod wedi derbyn y neges yma ar gam, dylech ei dileu o'ch system ar unwaith a hysbysu'r anfonwr. Cwmni sydd wedi ei gofrestru yng Nghymru yw Dwr Cymru Cyf (yn masnachu fel Dwr Cymru), ei rif cofrestredig yw 02366777, ,, ac mae ei swyddfa gofrestredig yn Linea, Heol Fortran, Llaneirwg, Caerdydd, [postcode redacted]. ********************************************************************** _______________________________________________________ Dwr Cymru Welsh Water is firmly committed to water conservation and promoting water efficiency. Please log on to our website www.dwrcymru.com/waterefficiency to find out how you can become water wise. Mae Dwr Cymru Welsh Water wedi ymrwymo i warchod adnoddau dwr a hyrwyddo defnydd dwr effeithiol. Mae cyngor i' ch helpu i ddefnyddio dwr yn ddoeth yn www.dwrcymru.com/waterefficiency ________________________________________________________ ********************************************************************** This email and any file attached is confidential. If you are not a named recipient or believe you may have received this email in error please delete from your system and promptly inform the sender. Dwr Cymru Cyf (trading as Welsh Water) is a company registered in England and Wales, number 02366777, registered office Linea, Fortran Road, St Mellons, Cardiff [postcode redacted]. Mae'r neges e-bost yma ac unrhyw ffeil sydd ynghlwm wrthi'n gyfrinachol. Os nad chi yw'r derbynnydd a enwir, neu os ydych chi'n credu eich bod wedi derbyn y neges yma ar gam, dylech ei dileu o'ch system ar unwaith a hysbysu'r anfonwr. Cwmni sydd wedi ei gofrestru yng Nghymru yw Dwr Cymru Cyf (yn masnachu fel Dwr Cymru), ei rif cofrestredig yw 02366777, ,, ac mae ei swyddfa gofrestredig yn Linea, Heol Fortran, Llaneirwg, Caerdydd, [postcode redacted]. **********************************************************************