COLUMN: Hafren Dyfrdwy boss explains latest water bills

In a bid to be transparent with our readers following water bill increases over recent years, Lou Moir, Customer Experience Lead at Hafren Dyfrdwy, explains why your bills may be seeing changes when they are delovered this month.

"As we move towards April and the start of the new billing period, I’ve been reflecting on the conversations we’ve had with customers over the past few months.

One message has come through clearly, people want openness, reassurance, and enough time to understand and plan for any changes to their bill.

We know that spring is a time when many households take stock financially, especially as everyday costs continue to feel challenging for so many. With water bills set to land from April, it’s more important than ever that we’re transparent about what’s changing and why. 

That’s why, for me and everyone at Hafren Dyfrdwy, being completely open about your water bill isn’t just something we talk about, it’s something we’re committed to delivering. 

Our promise is simple, to explain clearly why your bill may look different this year, how your money is invested back into improving local services and the environment, and, crucially, the support that’s available if you’re finding things difficult.

Because looking after our customers and communities isn’t an add‑on for us, it’s at the heart of every decision we make.

Why is your bill changing?

Caring for your region means focusing on what matters most to you, a reliable water supply, a healthy environment and a company that invests in your community’s future.

That’s exactly what we’re doing, we’re making our biggest-ever investment, £266 million up to 2030, to improve water quality and taste, strengthen pipes and reduce leaks, protect local rivers and wildlife and support community projects across Powys and Wrexham and these include:  

• Montgomery - Hafren Dyfrdwy is delivering a major upgrade to Montgomery’s water network, investing £800,000 to replace 1km of ageing water pipes, strengthening reliability and reducing leaks for the long term. The project runs from February 2 to mid‑July 2026, with work stretching from Station Road through the town to just past the Maldwyn Way junction. Overall, the investment aims to secure a dependable water network for generations to come.

• Wrexham – In the wider Wrexham service area, Hafren Dyfrdwy is also investing heavily in strengthening the resilience of local water infrastructure. This includes a £658,000 upgrade of around 1km of pipes along the A525 near Whitchurch, an area served by the company’s water‑only network. The scheme replaces pipes that have been prone to bursts and supply interruptions, improving reliability for customers across Wrexham and neighbouring communities. This project forms part of the company’s broader commitment to long‑term investment in the region’s water network.

Every penny we receive from customers’ bills goes straight back into delivering a stronger, more resilient service for you, your neighbours, and your community.

This record investment means bills have had to increase, but we’ve worked hard to keep changes manageable now and in the coming years. I know that any increase, no matter how small, can cause worry, and I want to reassure you that we don’t take that lightly.

Listening to our customers 

You’ve told us you want transparency about where your money goes, and we’ll keep sharing updates on the improvements we’re making locally. Your bill isn’t just about water today, it’s about building a service that protects the environment and supports communities for generations to come.

But we understand that managing household budgets can be tough, and we’re here to help. We offer a whole host of practical support for all of our customers, and this includes: 

• Free water meters give you more control over your water bill you pay only for what you use. You can switch to a meter and have a year to change your mind 

• Better Off Calculator – check if you’re entitled to extra support for your household not just your water bill. Since July, customers have unlocked over £70k in unclaimed benefits

• Flexible payment plans and affordability schemes – visit hdcymru.co.uk/heretohelp for details 

• Community Connectors – our team are out and about in your community to help you with your water bill so please check out when they will be in your area - Community Connectors | Here to help | Help and Contact | HD Cymru 

Stay connected

You can follow Hafren Dyfrdwy on Facebook and Instagram for local updates or visit hdcymru.co.uk for service news and tips or call us – we’re here to help.

Thank-you for your continued trust and support. Together, we’re building a better water service for our communities and protecting the environment for future generations."