Information for retailers
As a retailer, you will find Hafren Dyfrdwy Wholesale to be reliable, responsive and easy to do business with.
Code of practice
We aim to keep your experience as smooth and transparent as possible—whether it’s managing credit balances, handling back-billing situations, facilitating retailer switches, or explaining recalculated charges from our wholesalers.
All our bills include the current balance on your account.
If you have a credit on your account, you can contact us to request a refund.
Ideally, you would need to apply for the credit balance before your next bill is issued.
We will always try to contact you if we need to “back-bill”.
This tends to occur when there has been an issue with a water meter, so this needs to be replaced.
Our Business Account Manager will advise you of any charges and discuss repayment methods if needed.
In Wales, customer sites which consume more than 50 megalitres of water per annum are eligible to choose which retailer provides their water bills.
If you choose to switch retailer, we will work with your new retailer, providing them with all the information they need, and we will also contact you to organise an agreed repayment of any outstanding balances.
We would not normally refuse any switch requests, but we do retain the right to refuse the switch for non-payment of outstanding balances and/or non-compliance with market rules.
We will always contact you to explain why your switch request has been refused and what steps need to be taken to resolve this.
Open Water is a competitive market, and further information can be obtained by visiting the Open Water website.
In instances where wholesalers recalculate charges, we are obliged to pass on this payment to our customers in the same proportion to which the recalculation has affected your bill.
When this occurs, we will provide a full explanation of these charges to you.
Document download for retailers
How to get in touch
For any questions regarding wholesale market operations, billing enquiries, or urgent water-related issues, we provide dedicated points of contact for your convenience—please find all the relevant contact details below.