Regulatory Library

Annual performance report summary

We’re one of the 11 regulated water and sewerage companies in England and Wales. We provide water and wastewater services to customers in North East Wales, from Wrexham and Bretton in the north to Llanidloes and Knighton in the south. Hafren Dyfrdwy is Welsh for ‘Severn Dee’ and represents the two major rivers in the Welsh region that we proudly serve. Below you can see a summary of our performance, how we compare to other water companies and what you get for your money.

How your money is spent

Our average household bill for water and sewerage is £296 per year, or just 81 pence per day. And we’re proud to say that this is the lowest combined bill across the whole of England and Wales.

Our performance this year

Overview of our year and our ambitions for the future


Our first full year operating as Hafren Dyfrdwy is notable for its successful delivery of critical investment programmes to secure the future water quality across our region.​

We have also been busy negotiating with our regulators to agree our plan for next five years. Our plan started with you - it is based on 18 months of listening and discussing the issues that are important to our customers in Wales. It takes a long term view; it delivers for customers today and puts the building blocks in place to continuing improving our services and protect them for future generations.

So how’s our performance stacking up?

In this section we’ve summarised our first full year’s performance – including accurate, clear and understandable information on how we’ve performed against our targets, and the financial rewards​ and penalties associated with that performance. Here’s a quick summary of the main points:​

  • Record low levels of pollution incidents and external sewer floodings; more work to be done to reduce the number of internal floodings. ​
  • Year-on-year improvements on our core water services such as supply interruptions and leakage. ​
  • Driven a >25% reduction in household complaints

Our ambitions for the future

  • An environmental leader in a resilient Wales​: Improve the biodiversity of 450ha hectares of land by 2025.
  • Improving the well-being of customers and society: ​Taking the first steps to a lead free Wales. Protecting pipes in 230 homes and schools by 2025.
  • Reduce leakage by at least 12.4%​
  • Reduce drinking water quality contacts by 34%
  • Supporting those in need, creating a more equal society: ​doubling the number of customers we offer financial support too
  • Affordable for everyone creating a prosperous Wales: ​Lowest bills in Wales
  • Reducing internal flooding by 60%
  • Managing risk: Improving resilience from catastrophic failure at all of our reservoirs