ACORN Cymru

Our members have had enough of the cost of living crisis, enough of bailiffs at our doors, and across England and Wales have taken the fight directly to companies sending bailiffs out to our communities.

After dozens of our members took action at Welsh Water's corporate headquarters, they agreed to meet us to negotiate our demands.

At the meeting, they refused to cut back on their use of bailiffs, and we caught them in a recording using vile language against one of our members who was present.

Read the letter here, and add your details to send it directly to the company bosses:

Our members have had enough of the cost of living crisis, enough of bailiffs at our doors, and across England and Wales have taken the fight directly to companies sending bailiffs out to our communities.

After dozens of our members took action at Welsh Water's corporate headquarters, they agreed to meet us to negotiate our demands.

At the meeting, they refused to cut back on their use of bailiffs, and we caught them in a recording using vile language against one of our members who was present.

Read the letter here, and add your details to send it directly to the company bosses:

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Subject:

Annwyl
Kit Wilson - Chief Customer Officer
Leon Hughes - Head of Debt
Gwyddno Dafydd - Head of Comms
& Welsh Water Customer Service,

I am writing to complain about the disrespectful and unprofessional language used by senior figures at Welsh Water to describe a woman from the local community (a member of ACORN) after Welsh Water had invited ACORN to negotiations at their HQ in St Mellons on 10 September 2026.

ACORN Wales took action against Welsh Water on 20 August 2026 over the amount of sewage you dump into our rivers and seas (making our kids sick and risking lives), over our water bills being hiked 42% while your CEO gets paid an enormous salary, and over your use of bailiffs to collect debts from vulnerable customers.

3 weeks later you invited ACORN to negotiations at Welsh Water HQ with Kit Wilson (Chief Customer Officer), Leon Hughes (Head of Debt), and Gwyddno Dafydd (Head of Comms). ACORN entered into those negotiations in good faith, presenting reasonable demands that would considerably improve the service that customers like me receive from Welsh Water.

I am disappointed that you ruled out ending the use of bailiffs during these negotiations and demand that you reconsider.

I am also appalled that one of the Welsh Water senior figures at the negotiations used the phrase “that she-he is a pain in the arse” to describe an ACORN member participating in the negotiations when they thought she was out of earshot. I am also shocked to hear that neither of the other Welsh Water employees in the room challenged this language.

In your promotional material, Welsh Water say they value community engagement. But judging from how Welsh Water has treated ACORN members who try and engage on the community’s terms, standing up for Welsh communities like mine getting ripped off while our rivers are being polluted, I can’t see how this can be true.

As a paying customer of yours, who has no choice but to use Welsh Water as my water provider, this incident has severely damaged my trust in your company.

I demand that you meet with ACORN again.

Diolch yn fawr

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