My Account
Understanding your bill
We want to make sure your bill is as clear as possible, especially if you’re new to Hafren Dyfrdwy.
Here we explain the bill we send you to help you understand all the different bits of information we’ve sent.
The address records we use are linked to information held by the Royal Mail. Please contact Royal Mail Customer Services if you wish to make changes to your address.
I have a water meter
On the front
The front of the bill gives an overall summary of your account information and the price of your bill.
Our contact details
This shows how you can contact us online and by phone.
We also have more ways to get in touch.
Your account information
This includes your account number and the address that this bill relates to.
When your bill was sent
This is the date that we created the bill.
It is not the deadline to pay the bill.
Your bill balance
This shows whether you owe an amount to us, or you have credit on your account that will go towards your next bill.
If you have a payment plan, this section will show you your current payment method.
Meter readings
When you’re on a water meter, your bill will show your latest meter reading.
If your meter reading is incorrect or estimated, you can update your account information and submit a new meter reading.
Payment method details
This section will be different for each account. It will reflect your personal circumstances and how you make your payments.
You can change the way you make your payments when you log in to your account.
Bill summary
This shows how the cost of your bill is split between fresh water, wastewater and surface water drainage, as well as how much water you’ve used.
In some areas your wastewater may be handled by another company. Your Severn Trent bill will show the services that we charge you for, as well as charges we bill for on behalf of other suppliers.
It also shows your average daily spend for the time period covered by this bill. This will be shown in cubic metres (m3) and in a real day to day measure.
On other pages of your bill
The back page of your bill shows more detailed information about your account and your water use.
Account activity
This shows any payments made or any adjustments to your balance since you received your last bill.
Where you see CR, that means credit.
This is either payments you’ve made towards your account or if your account balance is in credit. You can also view your account activity online.
Charges breakdown
This section shows a breakdown of your charges for the different services you receive from us.
It covers the time that this bill relates to, and the periods between each meter reading.
It may also show the breakdown in charges during a time where you may have been charged on a different tariff (e.g. before your meter was fitted).
This will also show if and when there has been a change in the services we bill you for.
Payment plan
If you’re on a payment plan you’ll also see information about your payment instalments, including:
- how they’ll be paid
- when they’re due
- how much they’ll be
If your payment instalments are too high, don't worry. There are several ways we can help you reduce your payment amount.
Saving water means saving money
When you’re on a water meter, it means you can control your bills based on how much water you use.
Making a few small changes can make a huge difference.
Help with paying your bill
We know that sometimes it’s difficult to pay your bills.
If you ever need a helping hand, our financial support schemes can offer you the support you need.
I don't have a water meter
On the front
The front of the bill gives an overall summary of your account information and the price of your bill.
Our contact details
This shows how you can contact us online and by phone.
We also have more ways to get in touch.
Your account information
This includes your account number and the address that this bill relates to.
When your bill was sent
This is the date that we created the bill.
It is not the deadline to pay the bill.
Your bill balance
This shows whether you owe an amount to us, or you have credit on your account that will go towards your next bill.
If you have a payment plan, this section will show you your current payment method.
Billing period
If you are an unmetered customer your bill will show two dates.
This is the time period that the bill covers.
Remember, when you’re not on a meter your bill is based on the rateable value of your property.
Payment method details
This section will be different for each account. It will reflect your personal circumstances and how you make your payments.
You can change the way you make your payments when you log in to your account.
Bill summary
This shows how the cost of your bill is split between fresh water and wastewater. You are also charged for surface water drainage. This is combined in your wastewater charge.
In some areas your waste or fresh water may be handled by another company. Your Severn Trent bill will show the services that we charge you for, as well as charges we bill for on behalf of other suppliers.
It also shows your average daily spend for the time period covered by this bill. This will be calculated based on your annual bill amount.
On other pages of your bill
The back page of your bill shows more detailed information about your account and your water use.
Account activity
This shows any payments made or any adjustments to your balance since you received your last bill.
Where you see CR, that means credit.
This is either payments you’ve made towards your account or if your account balance is in credit. You can also view your account activity online.
Charges breakdown
This section shows a breakdown of your charges for the different services you receive from us.
This will also show if and when there has been a change in the services we bill you for.
Payment plan
If you’re on a payment plan, you’ll also see information about your payment instalments, including:
- how they’ll be paid
- when they’re due
- how much they’ll be
If your payment instalments are too high, don't worry. There are several ways we can help you to reduce your payment amounts.
Switching to a meter may save you money
With a water meter, you only pay for the water you use.
Many customers find that their bills are cheaper after they switch.
Help with paying your bill
We know that sometimes it’s difficult to pay your bills.
If you ever need a helping hand, our financial support schemes can offer you the support you need.