The story behind your bill

We are dedicated to improving our services and the environment for everyone. As costs rise and adjust with inflation, our bills increase. Over the next five years, we will invest over £260 million to ensure you and your community have a reliable water supply.

We strive to keep our bills among the lowest in Wales and one of the lowest in England and Wales. However, to enhance our services and manage rising costs, we have had to increase our bills.

Like many businesses, our expenses have risen. Providing clean water and managing wastewater has become more costly. Additionally, we've hired more local staff to ensure you can speak with people who understand your area and its unique needs.

Every five years, water companies like ours submit business plans to Ofwat, our regulator. These plans outline the investments needed to provide the services you want. Ofwat then decides how much funding we need to deliver these services and ensures our charges are fair. Based on Ofwat’s decision, we set your water bills.

Hafren Dyfrdwy offers the cheapest water bills in Wales and the third lowest in Wales and England, at about £1.62 per day. This year, our average bill is £590.38, which is £13 below the national average of £603.

You will see benefits, such as:

Your bill increase might not match the average percentage increase because everyone’s situation is unique. Here are some reasons why:

Our focus is on long-term sustainability and making a difference in the communities we serve. We will be delivering record levels of investment over the next five years to improve our water and waste network, in addition to boosting our environmental performance. We also aim to meet growing customer expectations and provide outstanding service, addressing key issues like reducing supply interruptions by 56% and cutting leakage by 18%.

We understand an increase can be worrying for some customers, and we are doing all we can to keep our bill as low as possible. We urge those who are struggling to get in touch, as we offer a variety of schemes to help and support people who may be having difficulty paying household bills. We don’t want anyone to worry about a bill they can’t afford, so we are extending our financial support to help double the amount of customers over the next five years.

If you're struggling with household bills, we encourage you to reach out to us – we're here to help in many ways.

For Customers in Wrexham: Welsh Water manages waste services and has increased their prices. While we handle billing on their behalf, we don't control these price changes. For more details, please refer to the Dwr Cymru Welsh Water FAQ Guide.

For Customers in Powys: We are investing over £260 million in the next five years to enhance our services, with £56.5 million dedicated to improving our waste network. This investment will help us upgrade and repair sewage treatment plants in Powys and other areas to meet the demands of a growing population.

We are also committed to reducing spills. In towns like Newtown and Llanidloes, replacing old pipes is crucial to prevent flooding. We aim to significantly reduce spills over the next five years, benefiting the environment, our customers, and the communities we serve.

Switch to a Water Meter: One of the best ways to lower your annual water bill is by switching to a water meter. With a meter, you only pay for the water you use. Most of our customers find this to be the most cost-effective option. You can use our online calculator to see if switching to a meter will save you money.

If you decide to switch to a water meter and later find it’s not saving you money, you have up to 24 months to change your mind. There’s no catch!

Switching to a water meter can help you manage your water usage and reduce your bill. It’s a simple step that can make a big difference. 

Read more information about applying for a meter.