MS says bombard Hafren Dyfrdwy with complaints over water bills shocker

As water company Hafren Dyfrdwy continues its radio silence with MyWelshpool after we took our readers’ concerns to them over the shocking bill increases, Montgomeryshire Senedd Member, Russell George, has met with the company’s top brass as well as industry watchdog OfWat.

We were faced with a tidal wave of reader anger after the water bills, complete with up to 50% increases, started arriving last month, so we contacted Hafren Dyfrdwy to check whether there were mistakes.

We were rolled out similar PR lines as last year, when bills went up 30%, about infrastructure needing to be replaced at a cost of up to £260m.

We submitted the following four questions on March 17 and have been promised answers soon:

• Will Hafren Dyfrdwy be accepting the error and rethinking this year's bills?
• Why has Hafren Dyfrdwy ignored the OfWat guidance?
• What happens if a consumer refuses to pay their bill on principal, do they have their water supply stopped?
• Are you taking advantage of holding the monopoly and consumers being unable to get an alternative?

Despite the scandalous rises going against the industry guidance from OfWat, who said they should only rise in total by a maximum of £166 by 2030 (our correspondent’s bill went up £200 this year alone), the watchdog isn’t interested in getting involved and has, instead, backed the company they are supposed to be holding to account.

So, we enlisted the help of Mr George and MP, Steve Witherden, who are both carrying out their own investigations.

And, last night, Mr George told us he has now met both parties, and has urged fed up customers to complain to the water provider who are thought to be revisiting many bills following the outrage.

Here is what Mr George told us:

“We have seen ludicrous increases in our water bills. The rise in charges is completely unacceptable.

Following the significant concern raised with me over the sharp rises in water bills, I have now met with both Ofwat, the water industry regulator, and Hafren Dyfrdwy to raise cases of steep increases to water bills and to seek explanations.

“During my meeting with Ofwat, I presented several cases that illustrate the financial strain these increases are placing on residents. One example involved a working family with a disabled child, living in a small two-bedroom home. Their water bill has surged from £397 in 2020-2021 to £945 for 2025-2026 – a staggering increase.

I also highlighted the case of an elderly couple whose bill rose by £80 in 2024, followed by an additional £147 in 2025 – representing a 46% increase this year alone. Local businesses are also feeling the pressure, with one reporting a 52% rise in their bill, raising serious concerns about affordability.

I made it clear to Ofwat that many customers are deeply alarmed by these sharp and unaffordable increases, particularly given the water companies’ strong financial performance.

Despite rising bills, the company continues to report significant profits, pay increased dividends to shareholders, and award executive bonuses. Ofwat confirmed that the examples I provided reflected the wider trend.

In my subsequent meeting with Hafren Dyfrdwy, they confirmed they had begun investigating all the cases I raised. I had a robust conversation with Hafren Dyfrdwy, making it clear that the huge increases all in one go are unacceptable, especially during this economic climate.

They informed me they are working with customers to explore measures that could reduce bills. Although they could not guarantee lower bills for everyone, they committed to identifying possible ways to ease the burden. I encourage anyone struggling with their water bill to contact Hafren Dyfrdwy directly to see if reductions or support measures are available.

During my discussions with Hafren Dyfrdwy, they attributed the sharp rise in bills to the historically low prices in the Severn Trent/Hafren Dyfrdwy region, which were kept lower during the COVID-19 pandemic and the subsequent cost-of-living challenges. As a result, they say this year’s increase is particularly steep but claim that future increases will be smaller and more gradual. They also noted that while Hafren Dyfrdwy remains the second cheapest provider in the country, Welsh Water is the most expensive.

When I questioned Ofwat on why they were permitting Hafren Dyfrdwy to raise bills so significantly, they stated that the increases were necessary to allow the company to make essential infrastructure investments. Ofwat and Hafren Dyfrdwy both reiterated the historically lower prices that we have been paying in Montgomeryshire compared to the rest of Wales and the country. 

When I asked Hafren Dyfrdwy’s senior team whether bills would decrease once these projects were completed, they said they would not. They claimed this was because the company is borrowing to fund the investments, and future bill payments will service the debt rather than reduce costs. Infrastructure improvements will also continue and assets will need to be maintained, in order to ensure a resilient water supply in the future. 

To increase transparency and scrutiny, I have arranged to facilitate an event in the Senedd, where Ofwat will address other Senedd members. Ofwat has also agreed to bring Hafren Dyfrdwy’s representatives, providing a further opportunity for accountability and challenge.

If you have been affected by significant bill increases, please share your experience with me. I am continuing to collect evidence to challenge both Hafren Dyfrdwy and Ofwat on the impact these price hikes are having on households and businesses.”