My Account
What's the story behind your bill?
Your water bill covers more than just the cost of cleaning the water you use and the waste water we take away. Behind the scenes at Hafren Dyfrdwy we work hard 24 hours a day, 52 weeks a year to ensure that you receive a clean, safe and reliable water supply. To do this, we manage all the pipes and treatment works on a daily basis, as well as invest in them for the future.
Our average household bill for water and sewerage in 2022-23 will be around £334 per year or just 91 pence per day. That’s the lowest combined bill in the UK, and compares with an average bill of £408 for England and Wales last year.
You can view or download a simple guide to our household charges.
What makes up our average bill of 89p per day?
Repairing and replacing our network
There’s a lot of work involved to ensure the water services to and from your home run smoothly. So we need to carry out maintenance on our network of reservoirs, treatment works, pumping stations and sewer pipes.
Performance Incentives
Similar to ‘performance related pay’, the way we’re regulated links the service we deliver to our customers to the charges they pay. The size of these changes are based on the results of customer research which tell us how much customers value the improvements we’ve made. Most of this year’s incentives relate to performance we delivered in 2020/21. There is a small reduction in your charges as we didn’t improve our service as much as we wanted and therefore did not meet enough of our commitments to qualify for rewards on all measures.
Building new pipes and water facilities
We’ll make sure water is there when you need it - now and for the future. We are continuously investing in new projects that will give you a service you can rely on for many years to come.
Financing new investment
We’ll continue to invest in the future and ensure we can financially support future projects.
Energy
We need to use energy to clean water and pump it around our network. Currently we produce 24% of our own energy including converting solid material from sewage into gas.
VAT and Licences
Water has VAT added to it by the government at a rate of 5%. We also pay for licences to provide our services to you.
Running our business
Our customer service team, IT systems and our engineers are all needed to help you when it's needed. These are important elements that enable us to look after you and your home.
To provide you with a continuous supply of water, we:
- Gather and collect water from rivers and reservoirs or pump it from underground rocks
- Store the water in reservoirs ready to be treated
- Treat, clean and provide the cleaned water to over 4m of you
When you've finished with using your water, it's also our job to make sure the dirty water is safely taken away and part of your bill pays for:
- Pumping sewage to treatment works
- Treating sewage so that it is safe to return to the environment
- Sending cleaned and treated waste water back into rivers and the sea
- Answer calls and enquiries from our customers
- Manage and develop our billing system
I need help paying my bill
We know that for some customers, changes in their bills can be difficult to manage. We can help you find the easiest way for you to pay your bill as well as tell you about a number of schemes that we run including the Here2Help and Watersure Wales which could help reduce your total bill.
We all need a bit of extra help from time to time, and there are lots of ways we can support you and your household.