Hafren Dyfrdwy praised for customer service progress

Thursday 21st October 2021

Hafren Dyfrdwy has been praised for improving customer service in a new industry report published today (Thursday 21st October).

The water and waste company, which serves customers in and around Powys and Wrexham, has been singled out for the progress it has made in driving down written customer complaints over the past 12 months. 

The Consumer Council for Water’s annual report on customer satisfaction has revealed Hafren Dyfrdwy has recorded the highest reduction in written customer complaints across the industry.  

The company has also recorded its lowest number of written complaints for the last three years, as well as having the fewest number of water supply complaints across the board.  

Dr James Jesic, Hafren Dyfrdwy Managing Director, said: “I’m really proud of the steps we’ve taken over the last year, to improve the level of service we offer our customers. We’ve recorded the highest reduction in customer complaints across the industry, which is a fantastic achievement. 

“Even though we’re heading in the right direction, we know we can do more. That’s why we’ve increased the level of support for our most vulnerable customers, especially after the challenges everyone’s faced over the last 18 months.” 

Emma Clancy, Chief Executive of the Consumer Council for Water, said: “We’re encouraged to see Hafren Dyfrdwy has made more good progress in driving down written complaints with the highest reduction across the industry. That’s testament to the changes the company has made to improve its customer service and get to grips with tackling the root causes of dissatisfaction. Over the next year we want to see the company improve its position further by helping more customers get a good outcome from their complaint at the first time of asking.” 

The report revealed concerns over bills dominated written customer complaints by two thirds. Hafren Dyfrdwy has several schemes that can help customers who’re struggling to pay their bill, ranging from its Watersure and Here2Help schemes. For more information about the financial help that’s available, please visit the website here.