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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

New showroom for car dealership approved by county planners

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PLANS for a new showroom for a Pembrokeshire car dealership which has recently acquired a new Isuzu vehicle franchise, have been given the go-ahead.

In an application to Pembrokeshire County Council, Gareth Hughes Motors of 25 Burton Road, Sardis, through agent Hayston Developments & Planning Ltd, sought permission to replace a temporary canopy with fixed permanent mini-showroom.

A supporting statement said: “Gareth Hughes Motors is a family run enterprise, established in 1982. In order for the business to respond to the latest technological advancements, especially those related to the transition to hybrid and electric vehicles, additional space and different resources will be required.

“Approval of this application will assist in the delivery of these required resources, associated staff training and recruitment for the servicing of electric vehicles will also lead to the retention and provision of skilled employment.”

It says the extension will be designed to allow sufficient space to display Isuzu vehicles, an additional motor franchise recently acquired by the dealership, with no changes proposed to the existing access from the C3007 as the mini-showroom would take place to the rear of the site and replace an existing canopy structure.

It added: “The environmental impacts from the proposal are minimal as the replacement structure takes place on a concreted/bitumac surface which is currently used for the parking of cars. In addition, the design and use of materials complements that of the current showroom and repair shop and by the addition of a bird and bat box on the south-east of the proposed extension.

“The proposed new mini-showroom will accommodate a maximum of two vehicles and would take place to the rear/side of the site and would be constructed in materials which complement those of the existing showroom and service bays.

“Although Gareth Hughes Motors is located within a group of residential properties it is considered that there will be no significant negative impacts on those neighbouring properties because of their distance from the application site, the orientation of the buildings.

“The securing of an additional franchise at this Sardis site will both help secure the future of the existing staff and create opportunities for additional employment in the motor trade.”

The application was conditionally approved by county planners.

 

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Business

The Cheesecake Guy Ltd plans withdrawn following community council objections

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PLANS for what could have been the third store in the country for Welsh cheesecake business The Cheesecake Guy Ltd at Saundersfoot’s Coal Building interpretation centre have been withdrawn.

In an application to Pembrokeshire Coast National Park, Craig Taylor of Merthyr Tydfil-based The Cheesecake Guy Ltd sought a change of use of part of Saundersfoot’s Cambrian Terrace Coal Building interpretation centre to create a small retail unit.

On its website, The Cheesecake Guy says of its business and products: “Established in 2019, The Cheesecake Guy is all about delivering indulgent, handcrafted cheesecake desserts with a twist. While we offer a range of sweet treats, our specialty — and customer favourite — is the signature cheesecake jar.

“Made with quality ingredients and packed with rich, creamy layers, our jars are the perfect dessert for any occasion. Whether you’re treating yourself or sharing with others, The Cheesecake Guy brings a spoonful of happiness to every bite.”

While no supporting statement was published for the Saundersfoot proposal, the application said the scheme, if approved, would employ two full-time members of staff, operating 10am-6pm Mon-Sat, and 10-5 on Sundays and bank holidays.

Of the scheme itself it said it would involve “retail sales of pre-prepared desserts and merchandise,” adding there will be “no on-site manufacturing or heavy processing,” with “equipment limited to display fridges and freezers”.

If approved, the Saundersfoot site would have been the third outlet for The Cheesecake Guy, with sites in Merthyr, and, more recently, Newport Market.

For its Newport site, The Cheesecake Guy says: “We specialise in creating a wide variety of cheesecake desserts that cater to all tastes. Our menu features popular favourites that have won the hearts of many, alongside exciting new creations designed to keep your taste buds satisfied.

“Whether you’re a classic cheesecake lover or an adventurous foodie, we promise a cheesecake experience like no other. Each cheesecake is made with the utmost care, ensuring a rich, creamy texture and a burst of flavour in every slice (or jar!).”

Since the application was submitted, Saundersfoot Community Council objected “on the basis that the harbour is diluting the original intention of this area, which was designed to be an educational section of the development”.

The application is now, as of June 19, marked as withdrawn.

 

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Business

Amended Fishguard children’s home scheme approved

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AN AMENDED scheme for a children’s care home on the edge of Fishguard has been approved after a previous call was refused.

In an application to Pembrokeshire County Council, Martin Leahy of Ty Caredig Ltd sought a certificate of lawfulness permission for the use of a dwellinghouse to a residential care home for up to two children at Bryn Delyn, Y Fraich, Fishguard.

Last November, a similar call to allow Bryn Delyn to be used as a children’s home, which raised fears from local objectors the scheme was being ‘rubber stamped’ by the council, was refused.

In that application to the council, Cardiff-based Ty Caredig Ltd sought permission for a Certificate of Lawfulness on the basis the use was not materially different from the property’s existing lawful use.

Residents had accused the council of “pushing through a highly controversial children’s home application behind closed doors”.

A supporting statement for that scheme, with many redacted parts, said the four-bed property had a lawful use as a dwelling house; saying the use as a care home did not require planning permission through a change of use.

However, planners said the use of the dwelling as a care home “would represent a material change of use requiring the benefit of planning permission”.

Since then, amendment to the scheme, for a lawful change of use was submitted, a supporting statement saying Ty Caredig Ltd operates homes throughout Wales that provide specialist care for children, the latest scheme “seeks formal confirmation that the proposed use of Bryn Delyn as a children’s care home for up to two children (plus care staff) would not require planning permission”.

Fishguard Town Council objected, on the grounds of highway safety and parking issues.

It also raised points of “apparent discrepancies between the planning application and the information available on the website,” but stressed it did support provision of suitable accommodation for vulnerable young people and children “with the correct infrastructure in place”.

Local county councillor Cllr Par Davies has said the scheme has her “full support,” as did the certificate call, adding: “Rumours abound regarding this application with objections concerning the usage of the property as a care home for young people. The application states that only two young people would be cared for in the property.

“This type of property is needed as we often talk as councillors for the need for Pembrokeshire children in care to remain in Pembrokeshire instead of the alternative of moving them to other areas in the country and this application fulfils that need.”

The application was approved by planners, the approval stating “Based on the information submitted and on the balance of probability it is considered that the use of the property as a residential care home for up to two children would not result in a material change of use from the lawful use of the property as a dwellinghouse and as a result a certificate of lawfulness for a proposed use should be granted.”

 

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