My Account

Understanding your bill

We want to make sure your bill is as clear as possible, especially if you’re new to Hafren Dyfrdwy. Here we explain the bill we send you to help you understand all the different bits of information we’ve sent.

What kind of account do you have?

On the front of your bill

The front of the bill gives an overall summary of your account information and the price of your bill. On there you will find:

 

 

 

Information and instructions

In this box you’ll find information about how you can pay and what to do next. This will be different for each account and will reflect your personal circumstances and how you’ll be making your payments.

You can change the way you make your payments when you login into your account.

 

 

 

 

 

 

On the other pages of your bill

The back page of your bill shows more detailed information about your account and your water use.On the back you’ll find:

 

 

 

Account activity

This shows any payments made or any adjustments to your balance since you received your last billWhere you see cr, stands for credit – either payments you’ve made towards your account or if your account balance is in credit. You can also view payment and adjustment information in your online account.

 

 

 

Charges breakdown

This section shows a breakdown of your charges for the different services you receive from us during the time that this bill relates to and between each meter reading.

It may also show the breakdown in charges during a time where you may have been charged on a different tariff. This will also show if and when there has been a change in the services we bill you for.

If you’re on a payment plan, you’ll also see information about your payment instalments: how they’ll be paid, when they’re due and how much they’ll be. If your payment instalments are too high, you can make a one-off payment to reduce your future payments after that.

 

 

Messages and support

You’ll also find information about how to contact us about various initiatives and support options. This could include information about how to:

  • report a problem
  • request financial support
  • register for priority services assistance
  • receive your bills in an alternative format
  • manage your account online
  • switch to paperless billing

The information in this section may change depending on which services we think you may find useful, or the initiatives we are promoting at that time.

 

 

 

Features for metered customers

If you are on a water meter, you will find some unique features on your bill. Because you’re on a meter, we’re able to accurately measure your water use. This means we can provide you with information that helps you compare your use to the previous bill. We can also show your average daily use in quantifiable terms, such as how many showers’ worth of water you use per day, or how many cups of tea your water use is equivalent to.

This can help you to make changes if you would like to save more water, helping you save money and be more environmentally friendly.  

On the front of your bill

The front of the bill gives an overall summary of your account information and the price of your bill. On there you will find:

 

 

 

Information and instructions

In this box you’ll find information about how you can pay and what to do next. This will be different for each account and will reflect your personal circumstances and how you’ll be making your payments.

You can change the way you make your payments when you login into your account.

 

 

 

 

 

 

On the other pages of your bill

The back page of your bill shows more detailed information about your account and your water use. On the back you’ll find:

 

 

 

Account activity

This shows any payments made or any adjustments to your balance since you received your last bill. Where you see cr, stands for credit – either payments you’ve made towards your account or if your account balance is in credit. You can also view payment and adjustment information in your online account.

 

 

 

Charges breakdown

This section shows a breakdown of your charges for the different services you receive from us during the time that this bill relates to and between each meter reading.

It may also show the breakdown in charges during a time where you may have been charged on a different tariff (e.g. before your meter was fitted). This will also show if and when there has been a change in the services we bill you for.

If you’re on a payment plan, you’ll also see information about your payment instalments: how they’ll be paid, when they’re due and how much they’ll be. If your payment instalments are too high, you can make a one-off payment to reduce your future payments after that.

 

 

Messages and support

You’ll also find information about how to contact us about various initiatives and support options. This could include information about how to:

  • report a problem
  • request financial support
  • register for priority services assistance
  • receive your bills in an alternative format
  • manage your account online
  • switch to paperless billing

The information in this section may change depending on which services we think you may find useful, or the initiatives we are promoting at that time.

Currently, as a business customer, your bill looks a little bit different.

 

On the front of your bill

The first page of your bill holds key information that gives you a summary of your charges and the address that the bill relates to. It includes:

Your summary of charges

Here you’ll find your summary of charges, starting with your invoice number and followed by the address that the bill relates to.

We’ve then broken down your charges into all the services we provide you:

  • Water Supply: This is the good stuff that comes from the taps. You can find out what makes up your water by checking your water quality
  • Used Water: Any water that’s been flushed or gone down a plughole. You can help keep your sewers clear by avoiding nasty blockages.
  • A total of your charges for the billed period, excluding VAT
  • Your VAT charges
  • Total charges for this period: This is a sum of the billable charges for the time period covered by the bill
  • Amount brought forward to this bill: If you have any outstanding balance from a previous bill that hasn’t yet been paid, we’ll show you the amount here.
  • Total amount due: A sum of the charges owed.

 

 

 

Giro Slip

If you don’t have a payment plan already set up on your account, your bill will include a giro slip for the full balance which you can submit with your payment at your local bank or post office.
 

 

 

 

On the other pages of your bill

The other pages of your bill are also filled with useful information. Including:

 

 

 

How we work out your bill

Sometimes, it’s important to understand the details of every part of your bill. We break down your bill into its key components:

  • Previous account activity – This will be any outstanding balance or credit that was already on your account before the bill was issued
  • Water supply – We’ll let you know the serial number of the meter we’ve read for your bill as well as the meter readings used. A = actual read. E = estimated read.
  • Water standing charge – this is a standing charge for all metered customers based on the size of your meter.
  • Used water – this is based on the volume of Water supply that has gone into your property. In some cases we will bill you on behalf of another water company, so you’ll see their Used water charges.

 

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Emergencies (24hrs)

0800 085 8033

Billing Enquiries

0330 678 0679

Business Customers

0330 678 0646

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Feel free to email us with any enquiries

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