Help and Contact

Can you explain my bill?

How we calculate your bill and how to understand it.

How we calculate your bill

If you are on a water meter, we calculate your bill based on how much water you have used over the last year. We then split that amount into weekly, fortnightly, four-weekly or monthly amounts, depending on how often you choose to pay. If your home was built in or after 1990, you will have a water meter.

Because a water meter will show the exact amount of water you use, you will get a more accurate bill – and you may be able to save money – if you switch to a meter.

If you are not on a water meter, your bill is estimated based on the rateable value of your property. A property's rateable value was set by the Inland Revenue between 1967 and 1990, and so it's not always accurate - especially if the property has been changed or extended.  

Help paying your bill

If you owed any money on your account with Dee Valley, your payments to Hafren Dyfrdwy may have increased to make sure you are covering that amount and any future charges.

If you’re struggling to meet those payments, please contact us to discuss your options. We have several ways we can help you pay.

Moving in to the Hafren Dyfrdwy area

If you’ve recently moved into a home in the Hafren Dyfrdwy area, you can register and manage your account online.

During the registration process, you will be asked some questions about the size of the home and who lives there. We will use this information to help estimate your bill.

If you have a water meter, we will check the next meter reading against the estimated bill and make changes to your payment amounts if necessary.

Understanding your bill

You may find some words and phrases on your bill that you are not familiar with. Here, we explain some of them:

  • Measured water: This is the water that comes out of your taps. It is measured based on the readings taken from your meter.
  • Measured used water: This is the water that is flushed down your toilet or goes down your sink. It is also measured based on the water readings taken from your meter. This is charged at a lower rate.
  • Measured surface water drainage: This is a charge for the disposal and treatment of rainwater and ground water which drains from your property, into the public sewer. This is calculated based on your property type. For non-household properties, surface water drainage charges are based on the size of the area that drains into the public sewer.
  • Unmeasured water: This is a charge for clean water and is calculated based on the rateable value of your property.
  • Unmeasured used water: This is a charge for water used in your toilets and sinks. It’s calculated based on the rateable value of your property.
  • Unmeasured surface water drainage: This is a charge for the disposal & treatment of rainwater and/or ground water which drains from your property and returns to the public sewer. This is calculated based on the rateable value of your property.
  • Unmeasured sewerage: This is a combined charge for water used in your toilets and sinks as well as and surface water drainage.

You can download a leaflet explaining your new bill [PDF].

Please contact us if you have any questions about your bill.

 

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0800 085 8033

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0330 678 0679

Business Customers

0330 678 0646

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