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Water bills to fall from April – Support available for struggling customers

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DŴR CYMRU WELSH WATER has confirmed that its bills for the coming year are set to fall and are also reminding customers of the help it has available as the cost of living crisis continues.    

The not-for-profit water company has announced that the typical combined water and wastewater bill for household customers will fall by between [0.1]% and [1.3]% from April.  The reduction is due to penalties the company has incurred for supply interruptions and leakage during previous years

While customers are set to see a reduction in charges, the company is aware that a lot of customers still find the economic conditions challenging.  The company already supports around 145,000 of its customers who are genuinely struggling to pay their water bills – and still has capacity to support thousands more.

The company offers a range of support tariffs to customers to help them pay their bills. 

One of the most popular is the HelpU tariff.  This helps low-income households on a means tested benefit by putting a cap on the amount they pay for their water based on how many people are living at the property.

One customer who is already benefiting from HelpU is Bethan Davies who is a single mother from Llantwit Fardre. 

Speaking about the tariff, Bethan said: “I was at an appointment at the Job Centre when an advisor said that someone from Welsh Water was there to help customers with their bill. Initially, because I knew I was in debt with my water bill, I was worried about speaking to someone from Welsh Water. Now, I wish I’d done it much sooner.

“Jody, [Welsh Water Promotions Advisor], went through the options that could be available to me after looking at my income and said, ‘we can help you’. She helped me reduce my bill by £500, by setting me up on the HelpU tariff and helped make my payments more manageable so I can clear my debt. This will make a big difference to my family and I only wish I’d have spoken to Welsh Water sooner; they didn’t criticise and just wanted to help, I could have avoided a lot of stress.”

The company is also reminding customers of the Cymuned fund it launched last year which is aimed at providing working household customers with temporary support to pay their water bills. 

To date, working households haven’t usually been eligible for financial assistance from Welsh Water, but the company’s scheme will enable them to apply for short term support where their household bills exceed their income.  This is the only scheme of its kind being offered in the sector.

Under this scheme, households that qualify may receive a three month ‘charge free’ period.  

Other ways the company is helping customers with paying their bills include:

  • Customer Assistance Fund – which helps those in severe financial hardship to clear their debts and get on top of their payments.
  • Flexible payment plans to help customers budget
  • A system to pay charges or debt through benefit payments, and
  • Offering to install a water meter where this could help reduce the bill.

The company actively promotes the support it offers and regularly attends affordability events held in communities across its area.   Last October, the company announced that as part of its 2025-2030 business plan, it intends to contribute £13 million a year to maintain its social tariffs schemes and provide capacity to increase the number of customers it supports to 190,000.

 Welsh Water’s Chief Financial Officer Mike Davis said: “While we are set to reduce our bills, we know that customers are still finding things difficult as many continue to contact us to ask for the help that is available.  We still have capacity to help thousands more – and this is partly because our not for shareholder business model means we don’t pay dividends to shareholders and so are able to use this money to help those who genuinely struggle to pay.  

“As ever, our advice to anyone worried about their bill is to get in contact with us straight away.  We have a trained and friendly team on hand who after asking just a few questions will be able to match you to the help that best meets your needs”. 

One of the organisations that works with Welsh Water to help customers access its Cymuned fund is WarmWales. 

Joanna Seymour Director of Partnerships and Development at Warm Wales said: “Warm Wales has worked closely with Welsh Water supporting residents.  With the introduction of the Cymuned Scheme we have been able to support more residents who would not be able to be signed up to Help U for example.

“This has been a big help for many who feel that there is a lack of support for them. I would encourage anyone who is finding it hard to manage to make payment for your bills to reach out.”

John Vinson, Head of Company Engagement for the Consumer Council for Water (CCW), said: “Around one in six households in Wales say they struggle to pay their water bill so it’s vital customers don’t miss out on the broad range of support that Welsh Water is able to offer.”

“Schemes like HelpU and Cymuned can have a life-changing impact for some crisis-hit households but experience tells us that many customers either don’t know help exists or are too afraid to ask. We’d urge anyone who is struggling to stay afloat to get in touch with the company and allow them to ease some of the burden.”

Business

Thousands of homes in rural Wales gain from faster 4G boost

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RURAL Wales is seeing a major upgrade in mobile connectivity, with faster 4G now live in several areas. Seven locations across North, South West, and West Wales are benefitting from new 4G mast upgrades funded by the UK Government’s Shared Rural Network (SRN), aimed at closing the digital gap between rural and urban areas.

The upgrades, which went live on Thursday (Nov 14), bring improved 4G coverage to communities including Bontddu, Llanelltyd, Llanarmon Dyffryn Ceiriog, Penmaenpool, Tabor, Snowdonia National Park, and Bontgoch. Local businesses, emergency services, and residents are expected to benefit from faster internet access, which supports daily communication, business opportunities, and economic growth.

There is a £170 million agreement with Openreach to provide gigabit-capable broadband to 70,000 remote Welsh properties

Technology Secretary Peter Kyle said: “Fast, reliable connectivity is essential for modern life and should be available from Cardiff to the remotest parts of Wales. Today’s upgrades bring us closer to making this a reality.”

SUPPORTING DIGITAL INCLUSION

As part of the rollout, Peter Kyle and Telecoms Minister Sir Chris Bryant visited Ebbw Vale to discuss digital inclusion with charity and industry leaders. They met with representatives at BGfm, a digital inclusion hub in Blaenau Gwent, to learn about how connectivity impacts daily life in Welsh communities.

Telecoms Minister Bryant said: “We are working tirelessly to make sure rural communities aren’t left behind online.

“These upgrades mean businesses can now operate without connectivity limitations, 999 services are better equipped to respond, and residents and tourists can stay connected across the Welsh countryside.”

ADDRESSING CONNECTIVITY GAPS

An estimated 1.5 million homes across the UK remain without internet access, limiting people’s ability to access essential services such as banking and healthcare. In addition to the SRN upgrades, the Chancellor has allocated over £500 million in next year’s budget for digital infrastructure expansion, targeting these underserved areas.

Welsh Secretary Jo Stevens highlighted the importance of this investment, particularly for rural Wales, where fast, reliable internet can be transformative.

“Connectivity is critical for day-to-day life in rural areas – from supporting local businesses to ensuring emergency services are just a call away,” Stevens said.

The upgraded masts, previously limited to EE customers and emergency 999 calls, now serve a wider user base, bringing essential internet access to more people without requiring new infrastructure.

Ben Roome, CEO of Digital Mobile Spectrum Limited, said: “With the activation of five new SRN sites, Wales is seeing the tangible benefits of the Shared Rural Network, bringing crucial connectivity to rural communities.”

GOVERNMENT INVESTMENT IN REMOTE WALES

The improvements come alongside a £170 million agreement with Openreach to provide gigabit-capable broadband to 70,000 remote Welsh properties, helping future-proof digital access in even the most isolated locations.

The latest upgrades mark another step in the Government’s mission to improve mobile coverage and close the connectivity gap across Wales, creating opportunities and supporting economic growth across rural communities.

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Business

Pembrokeshire Coast National Park Authority invites businesses to advertise in mag

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As 2024 comes to a close, Pembrokeshire Coast National Park Authority is encouraging local businesses to prepare for the year ahead by reserving advertising space in Coast to Coast, Pembrokeshire’s highly regarded, award-winning visitor magazine.

Launching its 43rd edition in Easter 2025, Coast to Coast provides a prime opportunity for businesses to reach a wide audience, with a readership exceeding one million people.

The bilingual publication, distributed across Pembrokeshire’s busiest locations and parts of Carmarthenshire and Ceredigion during peak tourism months, is a valuable resource for both visitors and residents. From unique products and delicious offerings to exciting experiences, businesses of all types can benefit from the exposure Coast to Coast offers. The magazine is available in hundreds of outlets countywide and has become an essential guide for anyone looking to explore the best of Pembrokeshire.

“Over the years, Coast to Coast has established itself as the must-have summer guide, packed with inspiration for exploring the Park,” said Marie Parkin, Head of Marketing and Communications for the Authority. “In addition to showcasing our visitor attractions such as Carew Castle and Tidal Mill, Castell Henllys Iron Age Village and Oriel y Parc, National Park Discovery Centre, the magazine includes practical information like maps, bus schedules and tide tables.”

“From scenic walks and beach days to rich insights into the Park’s heritage, culture, and wildlife, Coast to Coast offers something for everyone. Our Activities and Events listings ensure families can enjoy a full calendar of experiences,” Marie Parkin added.

With advertising deadlines set for early January 2025, businesses are encouraged to act swiftly to secure their spot and avoid disappointment.

For more information about advertising in Coast to Coast, please contact [email protected] or call 01646 624895.

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Business

Kurtz addresses Employment and Skills Convention

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SENEDD Member Samuel Kurtz kicked off an Employment and Skills Convention at the Cardiff City Stadium recently, organised by the Learning and Skills Institute. The event sought to unite organisations, businesses, and training providers to discuss critical issues surrounding employment and skills development across Wales.

The convention featured a panel of distinguished speakers, including local Samuel Kurtz MS, who is the Shadow Minister for the Economy and Energy; Rhys Morris, Managing Director of The Busy Group; and Megan Hooper, Director for Employment and Skills at Serco. Together, they explored strategies for increasing employment and the positive impacts this can have on individuals, young people, and the broader community.

Following the event, Samuel Kurtz said: “It was a privilege to speak at this convention and to underscore the vital role of collaboration between government and the private sector in aligning skills and training with the evolving needs of our economy.

“By enhancing skills and creating jobs, we can foster a resilient workforce that will not only meet today’s demands but also drive essential green infrastructure projects, ensuring a prosperous future for young people in Wales.

“Welsh Government Ministers must acknowledge their role in addressing high levels of economic inactivity. Introducing employment targets is essential to support people in re-entering the workforce and contributing to Wales’ economic growth.”

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