Help and Contact
Empty Property Guide
This guide is for customers who have recently moved into a new home or have questions about a vacant property.
Moving into an empty property
We know it can be a really exciting time when you move into a new home and we want to be part of it!
Please make sure your address details are up-to-date. If we don't have your details at all, please update them as soon as possible.
It is important that we have your details as we want to provide a sustainable service that will be here now and in the future. Without knowing who or how many people are living in our area we cannot properly bill, plan for disruptions and prepare for demand on the network.
If we don’t have your details we will try contact you by letter. However if we are not able to make contact with you, we will engage with our 3rd party partners who will visit
your property to establish occupancy. Additionally our reference partners will carry out credit searches on your home.
Please contact us if you haven’t received a bill in the last 12 to 18 months as we may not have the right details for you.
Empty property charges
Whether you have moved out of a property, are renovating your home, if a water supply is needed for any purpose, including heating, then you will be required to pay for this service. This is also applicable to landlords of furnished or renovated properties.
You could look at having a water meter installed this will mean that you only pay for what is used at the property and could save you money in the long run.
If you would prefer to just have the water supply disconnected, we can arrange a disconnection which is free of charge. However, to reconnect this property a reconnection fee will be payable. Any usage charges will be cancelled from the date the disconnection confirmation is received.
Landlords and letting agents
As a landlord or letting agent you need to keep us updated with information about your properties. You can do this by accessing our secure and easy to use Landlord TAP.
Landlord TAP has benefits for all landlords and managing agents across the country:
- Quickly tell us about changes to your tenants details, including their tenancy agreement and duration
- We know when a property becomes empty
- Inform us whether you are wanting to sell or stop managing the property
Supporting you in difficult situations
We understand that sometimes you can find yourself in a difficult situation, for example if you or a family member has been hospitalised or gone into care. We’re here to support you through these times, so please let us know and one of customer service representatives will be able to deal with any queries you have.
In order for us to start supporting you as quick as possible, you may want to start gathering some of the following information prior to your call:
- Address and date of birth of the person who needs support
- Hafren Dyfrdwy account number (if available)
- Whether the property owned or rented
- Up-to-date water meter reading (if available)
- The full name, forwarding address and contact telephone number of the person or 3rd party who is legally looking after the affairs of you or your family member.
Having this information will allow us to assign account ownership to someone else whilst you or your family get the support you need.
If you are currently going through the probate process please let us know and one of customer service team will be able to assist you with this.
We can provide you and your family with long term support
We understand that sometimes you and your family need long term support. We are able to offer you tailored support by assigning you to our Priority Services Register (PSR). This is a free service and means we can learn a bit more about you and help us understand your specific needs.
Our PSR is here to support all, whether you or a family member are facing ill-health, financial worries, language barriers or physical or psychological ill-health. We are here to try and provide some support to you and your family during that period.
More help and support
If you have any further questions about the above policy, please don’t hesitate to contact us and we will try to answer any of your questions.
DOWNLOAD OR PRINT EMPTY PROPERTY GUIDE [ENGLISH]
Tell us if you've just moved to our area, if you're leaving the region, or if you're moving somewhere new and will remain a Hafren Dyfrdwy customer.