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Hafren Dyfrdwy PR19 business plan Lowest bills, improved service and a healthier environment A plan for future generations in Wales 3 September 18 Contents Hafren Dyfrdwy PR19 business plan Foreword 1 Executive Summary 4 Confidence at Board level and beyond 14 1 Alignment to policy and ambition in Wales 18 2 Engaging customers 28 3 Affordability and acceptability 46 4 Accounting for past performance 51 5 Resilience in the round 74 6 Customer Outcomes 88 7 Markets and Innovation 193 8 Non household price control 209 9 Aligning risk and return 221 10 Governance and Board Assurance 232 Hafren Dyfrdwy PR19 appendices More detail and supporting data on the complex areas of our plan, included in separate documents A1 Engaging customers compendium A2 Rationale and evidence for PCs and ODIs A3 Bespoke Performance Commitment Definitions A4 Enhancement Claims Combined A5 Efficient costs A6 Left Intentionally blank A7 Securing long term resilience – Financial viability statement A8 Governance and Assurance Report A9 HDD submission to DWI long term risk management A10 Technical note - discolouration review A11 IAP-pro-forma-HDD A12 HDD Board pro forma FOREWORD RHAGAIR Delivering on our promises: lowest bills, better Cyflawni’n haddewidion: biliau rhatach, gwell services, healthier environment – our plan for the gwasanaethau, amgylchedd iachach – ein cynllun ar next five years gyfer y pum mlynedd nesaf Hafren Dyfrdwy was set up this year to serve Sefydlwyd Hafren Dyfrdwy eleni i wasanaethu customers in Mid and North-east Wales with high cwsmeriaid yng nghanolbarth a gogledd-ddwyrain quality water services at the most affordable price in Cymru gyda gwasanaethau dŵr sydd ymysg y gorau the country. yn y byd, a hynny am y pris mwyaf fforddiadwy yn y wlad. We have locked in the benefits from our predecessor companies Dee Valley and Severn Trent. From this Rydym yn cynnwys, fel rhan annatod, y buddion oddi platform we are creating an even stronger more wrth y cwmnïau oedd yn rhagflaenwyr inni, Dyffryn resilient service for customers in Wales by combining Dyfrdwy a Severn Trent. Yn seiliedig ar y llwyfan hwn, the benefits of a very local approach whilst drawing rydym yn creu gwasanaeth sydd hyd yn oed yn on the broader benefits of being part of a wider gryfach ac yn gadarnach i gwsmeriaid yng Nghymru public company. drwy gyfuno’r buddion o gael ymagwedd hynod leol â hefyd fanteisio ar y buddion ehangach o fod yn rhan o We are today launching a detailed plan for 2020 to gwmni cyhoeddus sylweddol. 2025 that delivers on the promises we have made to improve service in Wales. Rydym heddiw’n lansio cynllun manwl ar gyfer 2020 i 2025 sy’n cyflawni’r addewidion rydym wedi’u Our plan starts with you. It is based on 18 months of gwneud i wella gwasanaeth yng Nghymru. listening and discussing the issues that are important to our customers in Wales. It unashamedly takes a Mae ein cynllun yn dechrau gyda chi. Fe’i seilir ar 18 long term view: it delivers for customers today and mis o wrando a thrafod y materion sy’n bwysig i’n puts the building blocks in place for delivering for cwsmeriaid yng Nghymru. Mae'n cymryd safbwynt customers in 30 years’ time, protecting these vital hirdymor eofn: mae’n cyflawni ar gyfer cwsmeriaid services for future generations. heddiw ac mae’n gosod y sylfeini ar gyfer cyflawni i gwsmeriaid ymhen 30 mlynedd, gan ddiogelu’r The three most important things about our plan are: gwasanaethau hanfodol hyn ar gyfer cenedlaethau’r 1. We’re keeping our bills by far the lowest in dyfodol. Wales Y tri pheth pwysicaf am ein cynllun yw: • The average water and sewage bill in the Hafren Dyfrdwy area is currently £288 a year, 1. Rydym yn cadw’n biliau yr isaf yng Nghymru o compared to the average bill in the rest of bell ffordd Wales of £439. • Y bil dŵr a charthffosiaeth cyfartalog yn • Our plan is to limit any price rises between ardal Hafren Dyfrdwy ar hyn o bryd yw £288 2020 and 2025 to a total of 2.2 per cent above y flwyddyn, o’i gymharu â’r bil cyfartalog yng inflation over the whole five-year period on ngweddill Cymru, sy’n £439. the combined water and sewage bill. • Ein bwriad yw cyfyngu ar unrhyw godiadau • At the same time as holding prices down, we mewn prisiau rhwng 2020 a 2025 i gyfanswm propose to increase investment by 4% per o 2.2 y cant uwchben chwyddiant dros y customer to improve services. cyfnod cyfan o bum mlynedd. • We are squaring this circle by being more • Ar yr un pryd â chadw prisiau’n sefydlog, innovative and efficient and by finding rydym yn bwriadu cynyddu buddsoddiad 4% solutions that deliver multiple benefits. We y cwsmer er mwyn gwella gwasanaethau. are utilising new funding, such as heritage • Rydym yn cyflawni'r ddeubeth hyn trwy fod lottery, to create infrastructure that benefits yn fwy arloesol ac effeithlon a thrwy ganfod 1 all our customers in Wales, and we are datrysiadau sy’n cyflawni llu o fuddion. refinancing historic debt and reducing Rydym yn gwneud defnydd o gyllid newydd, gearing to strengthen the resilience of our megis Cronfa Dreftadaeth y Loteri, i greu business. seilwaith sydd o fudd i’n holl gwsmeriaid yng Nghymru, ac rydym yn gostwng dyled 2. We’re improving services further hanesyddol i gryfhau cadernid ein busnes. • Our plan sets out ambitious improvements to make our already good services better 2. Rydym yn gwella gwasanaethau hyd yn oed yn still. We will, for example, be reducing water rhagor supply interruptions by 27 per cent, leakage • Mae ein cynllun yn amlinellu gwelliannau by 15 per cent and pollution incidents by a uchelgeisiol i wneud ein gwasanaethau sydd further 18 per cent. We know from our eisoes yn dda yn well fyth. Er enghraifft, fe discussions with customers that these are fyddwn yn lleihau toriadau ar gyflenwadau things which are important to you. dŵr 27 y cant, a digwyddiadau llygredd 18 y • In addition to improving the basics, we’re cant yn rhagor. Gwyddom o’n trafodaethau investing to safeguard services for the long â chwsmeriaid fod y rhain yn bethau sy’n term. For example, we’re investing almost bwysig ichi. £19 million to improve dams and treated • Yn ychwanegol at wella’r hanfodion, rydym water reservoirs so they are fit to serve yn buddsoddi i ddiogelu gwasanaethau ar future generations. gyfer y cyfnod hir. Er enghraifft, rydym yn • Despite having by far the lowest bills in buddsoddi £19 miliwn i wella argaeau a Wales, we are also stepping up the support chronfeydd dŵr wedi’i drin fel eu bod yn for those customers who may be in difficult addas i wasanaethu cenedlaethau’r dyfodol. circumstances and need some additional • Serch y ffaith mai gennym ni y mae’r biliau support. We will offer both financial and isaf o bell ffordd yng Nghymru, rydym hefyd non-financial support through our dedicated yn cynyddu’r cymorth i’r cwsmeriaid hynny a Customer Care and Assistance team in our all fod mewn amgylchiadau anodd ac sydd Wrexham office. For those customers who angen cymorth ychwanegol. Byddwn yn are struggling to pay their bill, we’re cynnig cymorth ariannol a chymorth nad doubling the number of customers we’ll be yw’n ariannol, fel ei gilydd, drwy’n tîm Gofal helping with discounts of up to 90 per cent. a Chymorth Cwsmeriaid pwrpasol yn ein swyddfa yn Wrecsam. Ar gyfer y cwsmeriaid hynny sy’n ei chael hi’n anodd talu’u bil, 3. We’re doing more to improve the environment rydym yn dyblu nifer y cwsmeriaid y byddwn • We’re planning the largest statutory yn rhoi cymorth iddynt, gyda disgowntiau o environmental programme in our part of hyd at 90 y cant. Wales for over 20 years, improving around 3. Rydym yn gwneud mwy i wella’r amgylchedd 22km of river. • Rydym yn cynllunio’r rhaglen amgylcheddol • We’re investing to improve 450 hectares of statudol fwyaf yn ein rhan ni o Gymru ers upland peat bog around Lake Vyrnwy, dros 20 mlynedd, gan wella mwy na 22 something that will make the area more cilometr o afonydd. attractive for visitors as well as protecting • and enhancing our precious environment. Rydym yn buddsoddi i wella 400 hectar o weunydd mawn yr ucheldir o amgylch Llyn The overall package of improvements set out in our Efyrnwy, sy’n rhywbeth fydd yn gwneud yr plan will raise what is already a very high standard ardal yn fwy deniadol i ymwelwyr, yn ogystal higher still. Our customers will continue to have the ag yn gwarchod ein hamgylchedd lowest bills and some of the very best services. gwerthfawr. You can read more about our plan on our website. You will find a short executive summary as well as the Bydd y pecyn cyffredinol o welliannau a amlinellir yn detailed, fully costed and independently audited ein cynllun yn codi’r hyn sydd eisoes yn safon uchel iawn yn uwch fyth. Bydd ein cwsmeriaid yn parhau i 2 version. gael y biliau isaf a rhai o’r gwasanaethau gorau y mae modd eu cael. Our plan will now be scrutinised by our regulator. Once it is approved, we will publish every year Gallwch ddarllen mwy am ein cynllun ar ein gwefan. independently audited reports on how we’re meeting Fe ganfyddwch grynodeb gweithredol byr, yn ogystal the ambitious commitments we have set out. â'r fersiwn manwl, sydd wedi ei gostio'n llawn ac sydd wedi'i archwilio'n annibynnol. Bydd ein rheoleiddiwr yn awr yn craffu ar ein cynllun.
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