So, what’s happened?
In February last year, we joined the Severn Trent group and since we’ve come together, we’ve been looking at ways to make sure that our customers living in Wales and in England get the absolute best from their water services. Last year, we proposed some changes to our regulatory (geographical) boundaries.
What does that mean for customers?
- From 1 July 2018, the boundaries of Severn Trent and Dee Valley Water will be aligned to the border between England and Wales
- Dee Valley Water will be changing its name to Hafren Dyfrdwy and will provide water services to our customers living in Wales
- Severn Trent will continue to provide water and waste water services to customers in England and will now also include Dee Valley Water customers living in England.
What are the changes?
- On a day to day basis, there is nothing different, the water you get from the tap will remain the same and you’ll get the same great service.
- You’ll have some new contact details to get in touch with us on, a new website to visit, and changes to the look and feel of your account if you manage it online, your bill and other general communications.
- You’ll also benefit from our extended our customer service hours should you need to get in touch with us. From 1 July you’ll be able to contact us Monday to Friday between 8am and 9pm and Saturday between 8:30am and 5:30pm.
What is the reason for these changes?
Once the Wales Act 2017 comes fully into effect, depending on where you are live, customers in Wales will be subject to Welsh government policy, and customers in England will be subject to UK government policy. We’ve organised ourselves a little ahead of time by aligning our operating boundaries with the political boundaries between England and Wales.
What happens next?
We’re writing to all our customers to let them know about these changes. There is nothing that customers need to do right now, just carry on enjoying the water as you normally do, you’ll be contacted again with all the details of your new service, details of your account and much more.
What is happening to Dee Valley Water?
We’re changing our name to Hafren Dyfrdwy and we’ll serve all our customers living in Wales. Behind the scenes we’re updating our systems and you’ll start to notice Hafren Dyfrdwy appearing instead of Dee Valley Water.
How did you come up with the name Hafren Dyfrdwy?
Hafren Dyfrdwy reflects the two main rivers (River Severn and the River Dee) in the new region echoing our dual heritage. The use of Welsh as the primary language reflects that that this is a Welsh business operating in Wales.
Will my bill change?
There will be no difference in your bill or the prices you pay. Prices during the period 2015 to 2020 were agreed in 2014 with Ofwat, the economic regulator of the water industry in England and Wales. However you will notice that the look and feel of your bill will be different after July.
I have special payment plans or arrangements, will those change?
All payment plans, arrangements and any schemes will remain the same.
Will the amount I pay through my regular payments change?
Your regular payments should stay the same, if there are any changes, we will always contact you in advance to discuss your options and make arrangements.
I don’t want to move to Hafren Dyfrdwy what options do I have?
Household customers are not able to choose an alternative supplier in Wales or England. You’ll continue to receive the same great service you receive today.
There will be no change in the water to your tap, the people who provide your service, or the bill you pay as a result of this change.
My waste water services are with another company, what happens to this?
The arrangements will remain the same. From July, Hafren Dyfrdwy will bill on behalf of your waste water service provider.