About us
We’re committed to meeting the needs of our business customers. Our aim is to help all our business customers, large or small, to provide the most efficient and cost-effective service.
We supply water to approximately 11,000 businesses in the Hafren Dyfrdwy area.
We’re committed to helping every business, large or small, to provide the most efficient and cost-effective service.
We have a dedicated Business Care Team in Wrexham to make sure that we can provide the outstanding customer service that you expect. This also allows us to build stronger relationships with our business customers so we can continue to improve the level of service that we offer.
Open Water
On 1 April 2017, a new commercial retail market was introduced to increase competition in the water industry. This means that business customers can now choose their water and waste water Retailer.
It works in a similar way to other utility markets, such as gas, electricity and telecoms. Wholesalers provide water and waste water services to Retailers, who in turn sell these services to business customers.
Retail services include account management, billing, call centre activities and any other value added services such as water efficiency.
The new market is different in England and Wales.
In England, all business customers served by water companies based wholly or mainly in England have been able to switch Retailer for water and waste water services since 1 April 2017. In Wales things are a bit different.
The Welsh Government decided not to expand the market to all business customers who are served by water companies based wholly or mainly in Wales.
This means that only customer sites using more than 50 megalitres of water a year can switch retailer, and only for their clean water services. More information on retailers can be found on the Open Water website.
Do I have a choice?
- Business customers eligible for the market may decide not to switch retailer and will continue to receive retail services from Hafren Dyfrdwy’s business team.
- Business customer sites that do not exceed the 50 meglitre threshold cannot switch retailer and will continue to receive retail services from Hafren Dyfrdwy’s business team.
If you want to know more about the market, switching, eligibility criteria or just want some general advice please visit the Open Water website.
Meet our Business Care Team
Our Business Care Team includes Sian, Sophie and Sheryl who are situated at our Packsaddle site in Wrexham.
The team have a wealth of knowledge to help you with:
Contact us
You can meet the team to talk about your account in person by visiting on site at our customer hatch:
Wrexham Road
Rhostyllen
Wrexham LL14 4EH
If you think you need some support with something on-site at your business, let us know and we’ll see if we can help. If for any reason you're unhappy with the service we've provided, please see our complaints process so you can let us know.