Subject: Re: Welsh Water - Mail reference: 93027237/01
From: Sion Buckler
Direction: sent
Date: Thu, 17 Sep 2026 16:26 UTC
Institution: Dwr Cymru Welsh Water
Refs: 93027237/01
Archive id: gm-1a0b031458eb1b88
------------------------------------------------------------

Dear Daniel,

Thank you for your response concerning mail reference 93027237/01.

I note that Welsh Water's position is that no current records relating to
Great House Farm (Ty Mawr), Llandough have been located, and that Welsh
Water is unable to establish whether historical records existed, when they
ceased to be held, or whether any records were removed during retention
processes or migration from legacy systems.

For the purposes of my ongoing investigation, please clarify the following
points.

   1.

   You state that your enquiries “indicate that Great House Farm was
   demolished during the 1980s”. Please identify the source or record on which
   that statement is based, including any internal system, historical account,
   property record, mapping record or other source used to reach that
   conclusion.
   2.

   Please confirm whether Welsh Water searched any legacy systems, archived
   customer-account systems, paper archives, scanned records, historical
   billing systems, property databases, sewerage/water connection records, or
   other records dating from the period before the present operating systems.
   3.

   Please confirm the applicable retention periods relied upon in
   concluding that records from the relevant period would no longer be
   expected to remain available.
   4.

   Please confirm whether the statement that “not all historic information
   was transferred from legacy systems” applies to records of former
   properties and customer accounts generally, and whether Welsh Water has any
   documented migration or data-transfer policy governing the omission or
   destruction of such historic information.
   5.

   Please confirm whether Welsh Water holds any records identifying
   categories of information that were not migrated from the relevant legacy
   systems, even if the individual Great House Farm records themselves are no
   longer available.

I am not asking Welsh Water to recreate records which it does not hold. I
am asking for clarification of the evidential basis for the conclusions set
out in your response, particularly where your email confirms that Welsh
Water is unable to establish whether the historic records once existed or
how they ceased to be available.

Please retain this correspondence under mail reference 93027237/01.

Kind regards,

Sion Buckler

On Thu, 17 Sept 2026, 15:59 CustomerCareTeam, <[email redacted]>
wrote:

> Mail reference: 93027237/01
>
>
>
> Your emails of: 3rd September 2026
>
>
>
>
>
>
> Hello Mr Buckler,
>
>
>
>
>
> Thank you for your email.
>
>
>
> I appreciate that you are seeking further clarification regarding the
> records associated with Great House Farm (Ty Mawr), Llandough, and whether
> any evidence exists to demonstrate what may have happened to historical
> records relating to the property.
>
>
>
> As outlined in our previous correspondence, we have undertaken searches
> using the information you have provided. Despite these searches, we have
> been unable to locate any records relating to either the property or
> yourself on our current systems. Based on the information available, our
> position remains that we do not hold any records relating to Great House
> Farm (Ty Mawr).
>
>
>
> You have asked whether records may have existed historically and whether
> we can provide evidence showing if and when such records were deleted.
> Unfortunately, as no records relating to the property have been located, we
> do not hold any corresponding account information, customer records,
> deletion logs, or audit records that would enable us to confirm whether
> particular documents once existed or the circumstances in which they may
> have been removed.
>
>
>
> As previously explained, our enquiries indicate that Great House Farm was
> demolished during the 1980s. Any customer or property records from that
> period would fall well outside our applicable retention periods and,
> consequently, would not be expected to remain available today. Furthermore,
> during the migration to our current operating systems, not all historic
> information was transferred from legacy systems. As a result, we are unable
> to access or recover records that are no longer held.
>
>
>
> Whilst I appreciate that this may be frustrating, the absence of records
> means we are unable to verify whether specific documents once existed,
> whether they were subsequently removed in accordance with retention
> requirements, or provide documentary evidence of their deletion. We can
> only disclose information that is currently held by the company and,
> following the searches completed, no information relating to the property
> has been identified.
>
>
>
> For clarity, our position is not that records have been located and are
> being withheld. Rather, despite conducting further searches using the
> information available, we have been unable to identify any records relating
> to the property within the scope of your request.
>
>
>
> Consequently, there is no further information that we are able to provide
> in relation to Great House Farm (Ty Mawr).
>
>
>
> *Outcome*
>
>
>
> I appreciate that this may not be the outcome you were hoping for.
> However, our position remains unchanged, as we do not hold any information
> relating to the property and are therefore unable to provide any further
> details regarding its historical records.
>
>
>
> Lastly, using the information you have provided, my colleague arranged for
> the £20.00 GSS payment to be issued to your address at [address redacted], CF64
> 4TF
> [map link redacted].
> The payment should be delivered within 7 days.
>
>
>
> 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]
> [map link 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].
> **********************************************************************
>