About Us
Codes of practice
The standards of service you can expect from us
Hafren Dyfrdwy operate under a licence which was granted by the Secretary of State for the Environment, Food and Rural Affairs. This means that there are many laws and regulations which govern what we do and the rights you have as a customer.
Independent regulators monitor our business to ensure that we operate fairly. In addition to this we have introduced our own policies and services which go beyond our regulatory obligations.
These pages set out our Codes of Practice. They describe the services we provide, what your rights are as a household customer and what to do if things go wrong.
The Codes have been produced in consultation with the Consumer Council for Water (CCW).
CCW – The voice for water customers, can give you free, independent advice on issues that affect you as a water customer and they will investigate any complaints that you can’t resolve directly with us through our complaints procedures.
They’ll also advise you if the matter you have raised is a dispute that can be settled by our regulator, Ofwat.
From time to time we’ll revise the Codes and update them to include our improvements in services to you.
Nothing in our Codes of Practice affects your rights under the Law, nor is it a contract between the Hafren Dyfrdwy and you.