Help and Contact

We’ve created this guide to provide you with support and guidance about making payments to Hafren Dyfrdwy, the different payment methods available to you and the payments we may make to you. 

There are several ways you can make payments to us. You can choose the payment method that bests suits your needs, from the range of different payment options belowThere are several ways you can make payments to us. You can choose the payment method that bests suits your needs, from the range of different payment options below

The easiest way to keep up with your payment schedule is by paying your bill in regular instalments on a payment plan, this will allow you to manage your bills and help you budget for the future.

You can pick the most convenient day to make your payments, as well as the frequency that suits you e.g. weekly for monthly. Setting a payment plan is really easy, all you need to do is log into Hafren Dyfrdwy account choose what suits you best and let us do the rest.

If you have arranged a regular payment plan with us, you will have received a payment plan schedule either in the post or by email, this is either found on your bill or you may have received a separate letter or email confirming your plan.

To view or amend your payment schedule or existing payment plan, you can log into your Hafren Dyfrdwy account or you can contact us.

If you are finding it hard to keep up with your payment schedule get in touch with us so we can arrange a payment plan that suits you and your financial needs.

We would never advise to cancel or stop payments as this can result in a build-up of debt on your account and generate a negative credit score which could affect your ability to get a loan or service in the future. 

If you have moved banks via the Current Account Switching service, your new bank will liaise with your old bank and ensure all your Direct Debits and Transactions are still going out as normal.

If you have closed one bank account and moved to another bank account independently, your Direct Debit won’t continue until you advise us of your new Direct Debit details.

We can understand it is frustrating if you find an unexpected bill taken from your account.

To ensure you have this money refunded as soon as possible, we would advise you to contact your bank to make an indemnity claim. 

Your payment will be covered under the Direct Debit Guarantee and you will have your money back within 24 hours. 

We know that sometimes circumstances occur that mean paying your bills can be difficult.

We do offer flexible payment plans, that are available to help those customers experiencing temporary financial hardship who may not be able to afford our standard payment plan to clear your balance within the financial year.

A flexible payment plan is worked out on an affordability calculator, and is usually an agreed amount to prevent you, as a customer, falling into further arrears.

The plan is set for 3 months and will be reviewed by our Credit Management team and when its due to complete they will try to call you to discuss the plan and your circumstances, with the aim to bring your payment plan back in line with the standard amount.

If we are unable to reach you by phone, we will automatically review and increase your plan by a minimum of 20%, and you’ll receive an email or letter to confirm your new payment amounts. 

If you are unable to afford the increased amount, you have 14 days from the issue date to contact us to discuss this in more detail.

If you ever need a helping hand, we have several financial assistance schemes to support you.

1. Bill Cap Scheme - WaterSure – this financial assistance scheme can help you if your income is low and you use a lot of water. WaterSure is open for customers on a water meter, who are receiving benefits and have three of more children under the age of 19, or a medical condition requiring the extra use of water.
2. Here2Help – this scheme is open to all customers and you can save up to 90% on your bill.

If you have any questions regarding our schemes you can contact us using live chat, social media or get in touch by calling us on 0330 678 0679.

If you’ve paid your bill by post or in person, payments can take between 3-5 working days to be processed and allocated to your account.

If you have paid using a Debit or Credit card your payments usually will be updated within 24 hours.

We aim to have all our accounts updated as soon as possible however we know sometimes it can take longer due to system updates, banking errors or large numbers of payments to be processed.

If, after 3 days, your account is still showing that you have an outstanding payment, please contact us. 

If you are having issues with reconciling your water bill by your benefits payments it may be likely that the DWP be using an incorrect reference number, meaning your payments aren’t being received directly to your account on time.

If this is the case please contact the DWP before getting in touch with us to check what reference number they are using and what amounts are being deducted, this will help us to locate
them to your account. 

If you are having multiple deductions for other utilities taken out from your benefits, this may be another reason why we have not received your payments.

You can have up to a maximum of 3 deductions at a time, and the deductions meant for us may have been replaced with another utility as we’re the lowest priority. 

Unless you are a plumber or have a drainage background, it can be hard to tell whether a blockage is on your private pipes or the public sewer. 

Some of the signs you can look out for to see if the blockage is on your private pipes and therefore the homeowner’s responsibility is: 

• Your neighbours aren't affected 
• Your toilet upstairs is blocked but downstairs is clear 
• The blockage is in the U bend under your sink  

If you believe the blockage is likely to be on the public sewer pipes, please contact us and we will be able to help you. For more information about this please refer to our Private Sewer Ownership Guide.

If our engineer attends your property and finds the blockage is on your private pipes, we may be able to clear this for you for a charge of £114 including VAT.

For blockages on your internal pipework/fittings e.g. toilet, sink bath or shower, you’ll need a plumber to clear this. We have a list of WaterSafe approved plumbers who will be able to help you. For blockages on your external drains within the boundary of your property, you will need to contact an independent drainage company.  

There is no obligation to use our service and you can choose to go with an independent drainage company. If you do choose to go with an independent drainage company our engineers will leave the site. Unfortunately we cannot re-arrange to come back later to clear a blockage on your private pipes.  

If you would like to use our service, please let the engineer know. One of our team will call you within 5 working days of the work being carried out to take payment from you. You can pay in full using either a debit or credit card. If you are unable to pay the balance in full, don’t worry, our team will help you to spread the cost by setting up a monthly Direct Debit payment plan for you.

The blockage clearance service is not always guaranteed. Sometimes if the engineer starts the blockage clearance and then discovers a more complex situation, such as a sewer collapse or roots in the pipes, they may not be able to fully resolve the issue and instead will advise you to contact a private contractor. 

If this is the case, you won’t be charged, and no payment will be requested.

It can be really tough when you have frequent blockages on your private pipework due to a neighbour’s sewer misuse.

We will work hard with you and your neighbours to support any repeat blockages you may have. We will clear blockages when we are at your property, however this will be charged to you at £114. 

Should we find that the cause of the blockage is due to a misuse from one of your neighbours we will issue letters and leaflets around the area to raise awareness of sewer blockages and how they can occur. 

If both you and your neighbour are experiencing a leak or blockage on your private pipes and you have arranged split the £114 clearance fee.

We would advise that one neighbour pays for this when our engineers on site and you will need to arrange to settle the fee amongst yourselves.