News

New company launched for former customers of Dee Valley and Severn Trent in Wales

1st July 2018

From today Hafren Dyfrdwy is officially the new water company for all former Severn Trent and Dee Valley Water customers in Wales.

Hafren Dyfrdwy, which means Severn Dee (the two major rivers in the area), brings together all the Welsh customers previously served by Severn Trent and by Dee Valley Water.

Homes and businesses in Powys and Monmouthshire, which were previously served by Severn Trent, have now joined with Dee Valley customers in Wales and are now covered by Hafren Dyfrdwy. The changes also mean that anyone who was previously a Dee Valley Water customer in England has moved to Severn Trent.

Hafren Dyfrdwy is headquartered in Wrexham and is dedicated solely to customers in Wales.

Among benefits of being part of the new company, for the first time former Dee Valley Water customers will have access to 24/7 customer service over the phone and online.

Sarah Bentley, Chief Customer Officer at Hafren Dyfrdwy, said: “Today is a landmark day for our Welsh customers as we bring them together for the first time under the name of Hafren Dyfrdwy.

“We’re still providing everyone with the same wonderful water that they’re used to, the changes mean we can bring together the best of both companies and make sure customers get the best possible service, tailored for them, in Wales and in England.

“The good news is that customers don’t need to do anything – the changes have now all taken place and more information will be sent out in the post in the coming weeks.

“Our customers are at the heart of everything we do, we’re excited that Hafren Dyfrdwy has now launched and we’re looking forward to everyone enjoying their water in the same way they always have.”

A new website for Hafren Dyfrdwy is now online and can be found at www.hdcymru.co.uk. The site offers information and advice as well as 24/7 customer support via webchat.

A new Twitter account for news and customer support has also launched and can be found at @hafrendcymru.

The main difference between Welsh and English customers relates to business customers, where there is competition in the English market which means that businesses can choose their water retailer.

In Wales, only businesses which use 50Mld or more water a year are able to do that. It means that business customers in England which were previously served by Dee Valley will enter the market on July 1 and will be able to pick and choose their supplier for the first time.

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