Who decides what we can charge?

The answer to this question is Ofwat – the independent regulator of the water and sewerage industry in England and Wales. Every five years Welsh Water – like all the other water companies – prepares its plans for the years ahead, setting out what needs to be done, what it will cost and what it will mean for bills. Ofwat scrutinises and challenges these plans and sets a maximum price that companies can charge to deliver an agreed amount of work as efficiently as possible. Efficiency is the key and Welsh Water will be making more savings than any other water company over the coming years. And because we don’t have any shareholders, those savings will go back to our customers.

Our plans for the next five years are now agreed and Ofwat has decided that we can deliver these plans without bills on average going up. This does not mean that we will be cutting back on investment – on the contrary, just like the last five years we will be spending around £1,000 per household over the next five years on repairing and maintaining the £25 billion network of reservoirs, treatment works, pumping stations and pipes that we employ to ensure that you get a high quality water supply 24 hours a day, every day of the year. This investment will also ensure that Wales continues to have the best rivers and the best coastal waters in the UK because wastewater is treated to a higher standard than ever before.

We have produced an information sheet on where the money you give us when you pay your bill will be spent. A copy is available from our website www.dwrcymru.com or by calling us on 0800 052 0138.

I cannot afford to pay my water bill, what can I do?

The most important thing you can do is to talk to us right away so that we can find a way to help – the number is 0800 052 0145.

There are a number of ways we may be able to help you like arranging for you to pay your bill by weekly, fortnightly or monthly instalments, or if you are receiving certain benefits then you may be eligible for one of our lower tariffs.

For example if you receive Income Support/Income Related Employment and Support Allowance, income based Job Seekers Allowance or Pension Credit then you can have your water bill paid directly to us from your benefit. This is called the Water Direct tariff and will reduce your bill by £25.

Similarly if you receive certain benefits and have either three or more children under 19 living with you, for whom child benefit is claimed, or someone living with you has a medical condition that requires you to use a significant additional amount of water, then you may be eligible for our Welsh Water Assist tariff. This will cap your bill at £228.

We also operate a Customer Assistance Fund that can help you with arrears on your water bill, subject to you meeting certain criteria.

Please call us 0800 052 0145 for further information.

If you need independent advice, you can contact a local advice agency such as:

National Debtline

Freephone - 0808 808 4000

www.nationaldebtline.co.uk

Citizens Advice Bureau

Check your local yellow pages or Thomson local directory for address and telephone numbers

www.citizensadvice.org.uk

Community Legal Advice (formerly Community Legal Services Direct)

0845 345 4345

www.clsdirect.org.uk

Consumer Credit Counselling Service (CCCS)

Freephone - 0800 138 1111

www.cccs.co.uk

Why is my bill based on rateable value?

Unmeasured water bills are mainly based on rateable values for historical reasons. The Water Industry Acts 1991 and 1999 allow all the water companies to calculate water bills using rateable values for properties that were built before 1 April 1990 and don’t have a water meter.

For properties built between 1 April 1990 and 31 March 2000 your bill is based on an ‘average’ rateable value which we use to calculate our Standard Uniform Charge.

Can I change the rateable value of my property?

Unfortunately no, you cannot change the rateable value of your property. The rateable value is an assessment of the annual rental value of the property made by your local authority in 1973. It is based on a number of factors including the size of the property, its general condition and the availability of local services. These values were kept up to date with any amendments or new additions until 1990 when they were frozen.

Do I have to tell you if my Council Tax band changes?

No, you don’t need to inform us if your property changes to a new Council Tax band. This is because your Council Tax has no bearing on what you pay for your water and sewerage service.

Do I have to pay water and sewerage charges if I’m renovating or decorating my house?

Yes, you are responsible for any water or sewerage services you receive. If you are renovating or decorating your house, if it is empty but contains furniture, or it is occupied you have to pay charges.

Is there a discount for students or people living alone?

No, there are no discounts for water and sewerage charges but we have a range of payment options to help spread the cost of your bill.

Would I save money if I changed to a water meter?

If you use a small amount of water, then you might benefit from changing to a water meter. It works in the same way as a gas or electricity meter and only charges you for the amount of water you use, plus standing charges. If you would like a water meter please call us on 0800 052 0145.