Subject: Re: Welsh Water - Mail reference: 92994223/01
From: Sion Buckler
Direction: sent
Date: Thu, 03 Sep 2026 20:40 UTC
Institution: Dwr Cymru Welsh Water
Refs: 92994223/01
Archive id: gm-1a069003af48d247
------------------------------------------------------------

Daniel,

Further to your email, please use the following forwarding address for the
£20.00 Guaranteed Standards Scheme payment:

[address redacted]
Dinas Powys
Vale of Glamorgan
[postcode redacted]

Regards,

Sion Buckler (Ret'd Sergeant)
Royal Signals Cyber/Electronic Warfare Professional and Life Member

On Thu, 3 Sept 2026, 11:59 CustomerCareTeam,  
wrote:

> 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 0330 041
> 3307, 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
>
>
>
>
>
> 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 0800
> 052 0145 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, CF3
> 0LT. **********************************************************************
>
>
> _______________________________________________________ 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
> Dŵr Cymru Cyf (yn masnachu fel Dŵr Cymru), ei rif cofrestredig yw 02366777,
> ,, ac mae ei swyddfa gofrestredig yn Linea, Heol Fortran, Llaneirwg,
> Caerdydd, [postcode redacted].
> **********************************************************************
>