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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

Pembrokeshire Broad Haven holiday park works refused

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A DEVELOPMENT call for a Pembrokeshire holiday park has been turned down by Pembrokeshire Coast National Park.

In an application to park planners, Broad Haven Holiday Park, through agent Gerald Blain Associates, sought permission for the relocation of a boat storage area, vehicle shed and play area along with rewilding of adjoining fields at Broad Haven Holiday Park, Broad Haven, near Haverfordwest.

The application was supported by local community council The Havens.

However, an officer report recommended refusal.

Detailing the application, it said: “The proposal relates to the extension of an existing static caravan holiday site into adjacent undeveloped woodland to accommodate the relocation of boat storage, a vehicle shed, and a children’s play area, together with associated ecological mitigation measures. No increased pitch numbers are proposed.

“The development site has already undergone some site clearance, resulting in the removal of approximately 1,000 square metres of woodland.”

It went on to say: “The existing site is already intervisible with the coast, and the proposed relocation of boat storage would likely increase its visibility rather than reduce it. Without supporting evidence in the form of a Landscape and Visual Impact Assessment (LVIA) or Zone of Theoretical Visibility (ZTV) demonstrating that the development would be visually contained, the proposal appears contrary to the guidance contained within the SPG and the objectives of Policy 41.

“As a result, the proposed development is considered to detract from the special qualities of the National Park in this location and would be detrimental to the quality and character of the landscape character area in which the site sits, and as such does not comply [with policies].”

The application was refused on grounds including it being sited within previously undeveloped land within a flood zone, a lack of information on potential impacts on biodiversity, and it is “considered to detract from the special qualities of the national park in this location and would be detrimental to the quality and character of the landscape character area in which the site sits”.

 

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Business

Manorbier caravan park call refused by national park

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A CALL to allow a Pembrokeshire caravan park to change part of its site from touring vans to static units without a formal planning application has been refused.

In an application to Pembrokeshire Coast National Park, Norfolk-based Park Farm Opco Ltd, through Chipping Norton-based agent Laister Planning Limited, sought a Lawful Development Certificate for the proposed stationing of static caravans in lieu of touring caravans, year-round, at Park Farm Holiday Park, Manorbier.

A supporting statement accompanying the application said: “The purpose of this application is to confirm that the touring caravans so permitted for year-round occupation on the western field at Park Farm, are capable of being replaced by static caravan pitches without effecting a material change of use. There is no specific number of touring or static caravans which is being sought at this juncture.”

It says Park Farm Holiday Park comprises of two areas, area A having some 61 owner-occupied static caravans, and area B used for touring caravan pitches and tents.

Planning permission was originally granted way back in 1956 for the caravan site, on a temporary basis, a Lawful Development Certificate for an existing use for the use of the site for up to 70 static caravans granted in December 1998, mainly covering area A.

The statement said the lawfulness of siting caravans year-round was previously confirmed by the park in 2024 “use as a campsite for touring caravans (not including twin-unit static caravans) and tents which shall be occupied for holiday use only and used as temporary, non-permanent units on a year-round basis”.

Of the proposals, it said: “The site is currently used for the stationing of touring caravans all year round. Most of the caravans on the site are stationed on what is called a ‘seasonal’ basis, where the owners leave them permanently stationed on the site and use them as holiday homes, paying an annual ‘seasonal’ fee.

“The proposed use of the site is to replace the permanently stationed touring caravans with permanently stationed static caravans. No specific number is provided, as no number is provided in any of the existing certificates, but it is anticipated that the total number of caravans in the application site will inevitably be reduced as the caravans are generally larger.

“There would be no other change in the way the site is operated, and the intention is to use the caravans for holiday purposes.”

An officer report recommending the certificate of lawfulness for the change be refused, saying it was “not satisfied that the evidence accompanying the application is sufficient to establish that the proposed use would be lawful”.

It said that while lawfulness certificates for tourers had been granted “it is considered that the siting of single-unit statics in lieu of those tourers, as now proposed, would be inconsistent with the lawful use of the site, and cannot be considered lawful in the same way,” adding “the changes proposed would result in a definable character change to the site of a magnitude that would be sufficient to amount to a material change of use requiring planning permission”.

The application for a certificate of lawfulness was refused on the grounds “the proposed use of the site would represent a material change of use requiring planning permission for which no permitted development rights exist, meaning a specific grant of planning permission is needed in order for the scheme to proceed”.

 

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Business

Pembrokeshire Paddle West South Quay boat shed approved

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A PADDLEBOARDING and canoeing company’s call for an extension to a boat shed at Pembroke’s South Quay, below its historic castle, has been given the go-ahead by county planners.

In an application to Pembrokeshire County Council, G Booth of Paddle West CIC, through agent James Dwyer Associates, sought permission for an extension to the stone-built boathouse, adjacent to the cliff on South Quay fronting the Mill Pond, Pembroke.

A supporting statement said: “It is intended to erect a single storey ‘lean-to’ building, or ‘shed’ for the storage of boats, such as canoes and kayaks, and related equipment, on a vacant space adjacent to the existing stone-built boathouse.”

It added: “The boathouse and the intended adjacent boat storage shed is located, as is to be expected, in close proximity to water, the Mill Pond. The Mill Pond is the main area of activity for Paddle West, a Community Interest Company, providing boating activities, kayaking, canoeing and paddle boarding, frequently for young people and families.”

It went on to say: “It is intended that the structure would be lightweight, erected on the exiting hard standing. The ‘shed’ would be used for the storage of boats and related equipment.”

With regard to the historic setting, it added: “Although the stone-built boathouse appears not to be listed, it is recognised that the walls above are listed and together they are a piece.

“Accordingly, through form and external materials proposed, timber cladding and profile sheet roofing, the aim is to ensure that the structure would be subservient and muted and not detract or compete with the visual aesthetic of the boathouse or historic walls. In effect the addition would blend into the background.”

The application, supported by Pembroke Town Council, was conditionally approved by county planners.

The boathouse is sited near to the new Henry Tudor Centre in South Quay, which is due to open in Spring 2027.

The centre, expected to receive around 30,000 visitors a year, will tell the story of Henry Tudor, son of Pembroke, his Welsh ancestry and his impact on our national story, Welsh culture and our wider British heritage.

The restored derelict South Quay buildings will also house a new library and community café, and a healthcare, social services and supported employment facility in the adjoining premises.

 

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