How does Hafren Dyfrdwy decide what to invest in?
We decide where and when to invest by looking at what our customers and communities need today, and what their priorities are for the future. We also look very carefully at the needs of the natural environment and the likely impact of factors like climate change and population growth.
Every five years, we prepare a detailed business plan that sets out what we plan to deliver, how much it will cost, and how this will affect average customer bills over that period. You can read about our latest business plan (2025-30) here.
Our regulators, including Ofwat, review our business plan to make sure it is efficient, affordable for customers and prioritises their interests. Click here for more information about Ofwat’s review.
When deciding what to invest in, and where to invest, we consider priorities such as: safe, clean and reliable supplies; reducing leaks and supply interruptions; protecting rivers and the environment; improving wastewater services; reducing pollution; making our services more resilient to climate change and population growth; supporting customers who may struggle to pay their bill; and improving customer service.
For our 2025-30 plans, customers’ three main priorities were:
How do customers influence Hafren Dyfrdwy’s plans?
When we’re putting our plans together, we speak to customers from across our region.
We use a wide range of customer research to shape our investment decisions. This includes surveys, focus groups, workshops and interviews with customers from across our region.
This helps us understand what matters most to people and make choices that balance service improvements, environmental protection and affordable bills. You can read about our business plan customer research here. You can also read about our approach to involving customers and how customers’ views will shape our decisions here.