Committee publication · Correspondence · 6 March 2026
Correspondence from Hafren Dyfrdwy regarding debt collection practices, dated 29 December 2025
From: Environment, Food and Rural Affairs Committee
Inquiry: Reforming the water sector
Summary
Hafren Dyfrdwy responds to parliamentary inquiry about debt collection practices, submitting enforcement data from April 2020–March 2025. The company reports 6 bailiff cases under £1,000 and 21 over £1,000, with zero Suspended Committal Orders. It claims alignment with Severn Trent's model (audited by Consumer Council for Water) and emphasises support for vulnerable customers, while proposing national data-sharing schemes to better identify those needing assistance.
Key findings
- Between April 2020 and March 2025, Hafren Dyfrdwy sent enforcement agents to 27 homes total: 6 cases involving debts under £1,000 and 21 over £1,000 (threshold >£600).
- Zero Suspended Committal Orders sought or granted; zero complaints to Consumer Council for Water regarding enforcement actions or breach of Ofwat's Paying Fair guidelines.
- Company does not carry out specific checks to identify customers in receipt of means-tested benefits before enforcement action.
- Hafren Dyfrdwy offers discounts up to 70% for low-income customers; average bill £590 (lower than comparable Council Tax or energy bills in Wales); emphasises tailored repayment plans and matching contributions for struggling payers.
- Proposes three national-level interventions: government scheme to auto-inform utilities of benefit recipients; data-sharing protocol between water companies; and encouragement of social landlords and Citizens Advice to publicise support options.
Tone
FactualTopics
Key actors
Hafren Dyfrdwy, Severn Trent, Consumer Council for Water, Ofwat, James Jesic, Alistair (unnamed recipient), Citizens Advice
Notable line
“We will never 'send in the bailiffs' to a customer in debt that we know is vulnerable or is attempting to make repayments.”
Key Quotes
“We seek to be at the leading edge of the industry with our approach to debt collection. We have adopted an almost identical model to our sister company, Severn Trent – a model that recently was given top marks in an audit by the Consumer Council for Water.”
“The key point I'd emphasise is that we never take legal action against a customer that we know to be vulnerable or that is engaging with us.”
“We will only act, however, after having tried hard to engage the customer as well as looking at their HD payment history and consulting external data sources.”
“The key is better information sharing, within the confines of what is allowed legally.”
“We do not have the option – and nor do we want the option – to withdraw services from those who do not pay .”
Source · parliament.uk record ↗