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Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020

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Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 2 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 3 Contents About Us Introduction 3 We’re one of the 11 regulated water and sewerage companies in England and Wales. Our Board, governance and compliance 8 We provide water and waste water services to • Statements from our non-financial assurers 22 • Risk and Compliance Statement 25 customers in North East Wales, from Wrexham and Bretton in the north to Llanidloes and Regulatory statements 27 Knighton in the south. • Disclosures required by RAG 3 28 • Ring Fencing Certificate (Condition K and P) 31 The Company was launched as Hafren Dyfrdwy Annual performance summary 32 on 1 July 2018 for customers in Wales who were Regulatory accounts for the year ended 31 March 2020 59 previously in Severn Trent Water Limited and Dee Valley Water Limited. Independent auditor’s report 60 Ofwat data tables Section 1 Regulatory financial reporting 64 This aligned our operations around the England - Wales border with national boundaries. Hafren • Notes to the regulatory accounts 76 Dyfrdwy provides both water and waste water • Ofwat data tables Section 2 Price review and other segmental reporting 79 services to customers in Wales, providing clarity Additional regulatory information 89 to the market in the region. • Ofwat data tables Section 3 Performance summary 90 • Ofwat data tables Section 4 Additional regulatory information 93 Hafren Dyfrdwy is Welsh for ‘Severn Dee’ and • Supplementary disclosures 123 represents the two major rivers in the Welsh Appendix A - Assurance summary 2019/20 126 region that we proudly serve. 4 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 5 Ownership Litres of drinking water Hafren Dyfrdwy is a subsidiary of Severn Trent supplied each day Water Limited which is the principal subsidiary of Severn Trent Plc. The full ownership structure How Hafren Dyfrdwy of the Company within the Severn Trent Group 59 million can be found on the Severn Trent Plc website at was created from severntrent.com. Severn Trent Water Our Purpose and Values Litres of waste water and Dee Valley We believe that if we are united by a clear social treated per day Water purpose we will deliver better outcomes for all our stakeholders - our customers, our colleagues, our investors, the society we live in and the 19 million environment we depend on. So at Hafren Dyfrdwy, we are first and foremost driven by our purpose “Taking care of one of life’s essentials” and we’re Number of households and guided by our values: business served • Having courage; • Embracing curiosity; 107,000 • Showing care; and • Taking pride. Serving our communities Average number Every five years we work with our customers to of employees develop new business plans which we agree with our economic regulator, Ofwat. Our plans include commitments to improve our performance. These 135 commitments are in the areas of service that are most import to our customers. Following the launch of Hafren Dyfrdwy and the licence changes on 1 July 2018 we’ve had to align targets previously agreed by Severn Trent Water and Dee Valley Water to Hafren Dyfrdwy. Our average household bill for water and sewerage during the year was £296 per year, or just 81 pence per day. We’re proud to say that this is the lowest combined bill in Wales. 6 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 7 About this report Clear and transparent This APR covers the period 1 April Reporting our performance The remainder of our 2019/20 APR is set out in the following sections: reporting 2019 to 31 March 2020. Following the boundary alignment Our Board, governance and Sets out our Board structure, vision and how we have met our regulatory duties Providing accurate, clear and To enhance the transparency of our on 1 July 2018, we’ve realigned compliance and obligations, including Ofwat’s 2019 Board leadership principles, to our understandable information which reporting we have extended the to targets previously agreed by customers during the year. This section includes statements from our non- can be trusted by our stakeholders scope of the 2019/20 APR to include Severn Trent Water and Dee Valley financial assurers and our Board’s annual risk and compliance statement reporting requirements which Water, to the new company Hafren is important to us. Our Annual Regulatory statements Contains the Regulatory statements approved by our Board Performance Report (‘APR’) is have previously been published Dyfrdwy. produced annually to ensure our separately. We believe that this will Annual performance Detailed commentary on our operational performance in 2019/20 To avoid making the reporting customers and stakeholders can support our customers and other summary unnecessarily complex, and to clearly see how we’ve performed. stakeholders to access and use Regulatory accounts Regulatory accounting data and disclosures including Ofwat’s data tables make sure customers in Wrexham It provides: the information which is relevant section 1 and section 2, and our Independent auditor’s report to them. We have included the and Powys remain protected by Additional regulatory Ofwat’s data tables section 3 and section 4 and supplementary disclosures • A clear and assured account of following additional sections: the targets originally agreed with information our financial performance for Ofwat, we have: each price control, based on • An overview of our Company Appendix 1 Assurance A summary of the assurance undertaken to support our regulatory reporting • For customers in Wrexham: Ofwat’s regulatory accounts performance and direction. summary and findings during the year and the findings of that assurance We’ve provided an update for each framework, to enable customers • A section which explains our of the 12 remaining performance and stakeholders to consistently Board structure and vision commitments originally agreed assess our relative and absolute Additional regulatory publications and outlines how we meet our by Dee Valley Water. The performance. In addition to the APR, we are publishing the following documents: statutory duties and obligations. targets reflect performance • A clear, detailed and assured This section includes our Board’s levels agreed for customers in • A customer summary which summarises our performance in a way that account of our performance annual Risk and Compliance Wrexham. meets our customers’ needs. This will be available in English and Welsh. across our performance statement. We’ll publish this later in the summer so that we can include comparative • For customers in Powys: commitments in the year. performance data. • Our annual assurance summary We’ve provided an update for the • In the areas where we’ve not is included as an Appendix. 45 performance commitments • A methodology statement which explains the systems and processes used performed well, the actions we’ve agreed by Severn Trent Water. to populate the data tables in the Regulatory accounts. taken to put things right. The targets reflect performance levels agreed for customers Hafren Dyfrdwy has also published its Annual Report and Accounts in Powys. (‘ARA’) for the year ended 31 March 2020 which is available on our website hdcymru.co.uk. The ARA of the Severn Trent Water Group, which include this company, are also available on stwater.co.uk. Where disclosures in the Hafren Dyfrdwy ARA fulfil the requirements of the APR we have included a cross reference to the relevant section for further information. 8 Hafren Dyfrdwy Cyfyngedig Annual Performance Report 2020 Hafren Dyfrdwy Cyfyngedig - Annual Performance Report 2020 9 Providing robust governance, risk management and compliance led by Our Board, our Board Although the majority of the Articles of Association (where well-established governance financial year was unaffected by applicable) and Matters Reserved framework builds on our values governance COVID-19, the ongoing impact is to those Boards. and purpose to ensure there is significant. As for all organisations, • Doing the right thing policy. confidence in our reporting. the pandemic has caused a • Charter of Expectations. significant shift in the way we Our Board is responsible for operate and brings numerous and • Group Conflicts of Interest policy. establishing Hafren Dyfrdwy’s and serious risks. Our Board receives • Remuneration Policy. purpose, vision and strategy, and satisfying itself that its weekly updates on the provision • Our assurance summary, which culture is aligned. Our Purpose of core services, how we are can be found in Appendix A. supporting colleagues and the and Values set the cultural tone compliance community, and the mitigation of Our Board’s annual Risk and of our organisation, guide our the risks to our business. Following Compliance Statement as set out behaviours and express the intent the year end, our Board has under licence condition J (levels of behind what we do. This year we considered any potential impact service) is included at the end of undertook a consultative project to our compliance and compliance this section. involving people from across our processes and, where applicable, organisation - from the front line of this is noted in our risk and Our Board’s annual statement our operations to our Board - to re- compliance statement. focusing on how the Company has articulate our Purpose and Values set its aspirations and performed in a way that would be meaningful 1. About this section for all those it serves is included at and inspiring for everyone. Our the end of this section. new purpose - ‘Taking care of one This section sets out our Board of life’s essentials’ -reflects ‘why’ structure, its vision and how we 2. Board leadership, we do what we do. Our strategy meet our statutory duties and transparency and provides us with ‘what’ we do. But obligations to our customers.
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