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Here to Help Hub

Welcome to the Hafren Dyfrdwy Here to Help Hub, where you can find all the information you need in one place. Whether it's help with your bills, needing extra support during an incident or information on some of the great things we're doing across our region, we're here for you.

Page contents : 

 

Here to help with your bills

We have several schemes that can help you if you are struggling to pay your bills.

Like our Bill Cap scheme - Watersure, Here2Help, reduced rates if you are living alone or our Debt Support scheme - Matching Plus.

 

Payments methods we offer:
  • Direct Debit
  • Online payments
  • Cheques
  • Bank/ Building society

Cick link below for more information and other options to pay.

 

To use the calculator all you'll need

is:

  • Household income information, such as wages and any benefits coming in.
  • Outgoings, such as rent, mortgage, childcare
    payments and council tax.

If you're eligible support we may ask you for some supporting evidence, such as wage slips and bank or benefits statements.

 

Click the link below to complete a short survey and we can tell you if you will benefit from having a water meter.

And remember, you have up to 2 years to change your mind and switch back if you want to.

 

Extra help when you need it

Eligibility:

Priority Services are available to everyone, for free. 

The help you get can be permanent or temporary.  

You could get personalised help and support if any of the following applies to you or anyone you live with:

Support tailored to your needs:

  • Each person has different needs. Two people in similar circumstances can be affected in different ways.

  • Our Priority Services are customised to meet your specific needs.

  • You can get Priority Services for a short time, or for the rest of your life. Whatever it is you need and however long you need that assistance for, we’ll do all we can to help. 

  • We’ll regularly check in with you to see if your needs have changed and if your Priority Services still provide the right level of support for you

Action:

Register online or call us on 0800 085 3053

 

Here are just some of the partners we work with:

  • PAVO
  • Warm Wales
  • Citizens Advice
  • Dangos
  • Scottish Power

 

Here's how to protect yourself:

  1. Doorstep Password Scheme: Choose a password to share only with Hafren Dyfrdwy when they need to enter your home.
  2. Verify Caller Identity: When a Hafren Dyfrdwy representative arrives, ask for the password and have them call the company's office (0345 604 1655) to verify it. Don't use any phone number provided by the caller.
  3. Check ID Card: Always check their identification card even after verifying the password.
  4. Still Unsure? If unsure, shut the door and call Hafren Dyfrdwy directly to confirm their identity.

 

Here to help in an incident

If you have a problem with your water supply, your waste water or even if you spot a leak while you're out and about, we'd like to know about it so we can get it fixed as quickly as possible.

We really appreciate you taking the time to tell us about any problems - it helps us find and fix them quickly.

Report a Problem

Our charges explained

  • The District Valuer on behalf of the Inland Revenue originally assessed rateable values. They were based on the size of the property, the number of rooms inside the property, the amenities available and the overall location. No new rateable values have been set since March 1990 following the introduction of the Poll Tax.
  • Water companies are still legally entitled to use rateable value as the basis for charges, but we are not able to use council tax banding. New properties built since 1990 do not have a rateable value and are metered. If you have a property with rateable values you can choose to have a water meter installed. Call us on 0330 678 1485 to find out more.
  • Metered charges are made up of three elements – water supply, used water and surface water drainage.
  • Water supply and used water charges are based on the volume of water used. The amount used is calculated based on the difference between two meter readings.
Surface water drainage charges
  • These charges are levied for the removal and treatment of surface water or rainwater from your property.
  • Charges are based either on the rateable value of the property or based on property type, for example terraced, semi-detached or detached. If your charges are currently based on rateable value you can opt to be billed based on property type. If no surface water drains from your property or its surrounding area either directly or indirectly to the public sewer, you can claim exemption from this charge
Highway drainage charges
  • This covers the cost of draining rainwater from streets, roads and public common areas to our sewers. The charge is paid if your premises is connected to the public sewer.

Our average household bill for water and sewerage in 2024/25 will be around £433 per year or just £1.19 per day. That’s amongst the lowest in the UK, and compares with an average bill of £448 for England and Wales last year.

Our average water bill in 2024/25 will be around £229 (63 pence per day). This pays for:

  • Maintaining our network of reservoirs, treatment works, pumping stations and pipes
  • Gathering and collecting water from rivers and reservoirs or pumping it from underground rocks
  • Storing the water ready to be treated
  • Treating, cleaning and distributing water to over 90,000 homes

 

Our average sewerage bill for 2024/25 will be around £204 (48 pence per day). This pays for:

  • Building and maintaining sewer pipes
  • Pumping sewage to treatment works
  • Treating sewage so that it is safe to return to the environment
  • Sending cleaned and treated wastewater back into rivers and eventually the sea

 

Each year our bills increase for inflation, to reflect the increase in our costs. There are some other adjustments to reflect new investment and changes in cost which are agreed with our regulator, Ofwat, every five years.

Our bills also include small adjustments to reflect our performance in delivering service against the commitments we agreed with our customers and Ofwat at price reviews. These are called Outcome Delivery Incentives (ODIs). Some of these ODIs have been spread over a number of years so that they don’t cause big changes to customer bills. There are also some incentives around performance on cost and a “true-up” if the total revenue we collect is more or less than Ofwat allowed in its price control.

We have been keeping bills as low as we can for several years so the increase this year is partly down to a true-up for revenue we did not bill before.

Here to help in our community

Here to look after our environment