Water Company Complaints
If you have a complaint about your water or sewerage company — about billing, service quality, supply interruptions, or flooding — you have rights under Ofwat's guaranteed standards and can escalate to the Consumer Council for Water (CCW) if the company does not resolve your complaint.
Key points
- Water companies must meet guaranteed standards of service — breaches trigger automatic compensation payments.
- Complain to the water company first, then escalate to the Consumer Council for Water (CCW) if unresolved.
- Ofwat regulates water companies and can investigate systemic failures, though it cannot resolve individual complaints.
- Water bills can be challenged if they are estimated or incorrect — request a meter reading or meter installation if disputing a high bill.
Guaranteed Standards of Service
Water companies in England and Wales are required to meet Guaranteed Standards of Service (GSS) set by Ofwat. If a company breaches these standards, it must pay you automatic compensation. Key standards include:
- Supply interruptions: Compensation of £20 for an interruption lasting more than 12 hours, plus £10 for each additional 12 hours, up to £1,000
- Low pressure: Compensation if pressure falls below the required standard on more than a set number of occasions
- Appointments: Compensation for missed appointments to read meters or carry out work
- Billing: Compensation for late billing or failure to respond to complaints within the required timeframe
If you believe you are owed automatic compensation, contact your water company's customer service team. Automatic compensation should be applied to your account without you having to claim, but it is worth checking.
How to Complain to Your Water Company
All water companies have a complaints procedure. Contact their customer service team first — by phone, email, or through their website — clearly stating what has gone wrong and what you want done about it. Keep a record of all contacts.
If the initial response is unsatisfactory, ask to escalate to the company's formal complaints process. Water companies must respond to formal complaints within a set timeframe and must inform you of the CCW's role if they cannot resolve the complaint.
Common water complaints include: unexpectedly high bills (often due to a leak or meter fault), disputed meter readings, billing for a property you have left, sewer flooding on or near your property, and disruption to water supply during works.
The Consumer Council for Water and Ofwat
The Consumer Council for Water (CCW) is the independent body for water and sewerage customers in England and Wales. It provides free advice and can investigate complaints about water companies that have not been resolved through the company's own process. CCW can recommend remedies and ask water companies to reconsider decisions.
Ofwat is the economic regulator for the water sector. It sets price limits and quality standards, and can investigate and sanction water companies for systemic failures. Ofwat does not handle individual customer complaints but welcomes information about potential regulatory breaches that could inform its oversight work.
Contact CCW at ccwater.org.uk or on 0300 034 2222.
Sewage and Flooding Complaints: CCW and WATRS
Sewage flooding — whether inside your home or on nearby land — is one of the most serious complaints a water customer can make. The complaint routes and the powers available to the relevant bodies differ from standard billing or supply complaints, and understanding them helps you pursue the strongest available remedy.
Reporting sewer flooding: Report any sewer flooding to your water company immediately. The company has a legal duty under the Water Industry Act 1991 to maintain the public sewerage network and to investigate and remedy flooding caused by failures in that network. Keep a detailed record of the flooding — photographs, dates, times, duration, and any damage caused to property. If you have suffered repeated sewer flooding from the public sewer network, you may be entitled to be added to the water company's "at-risk register", which gives additional protections and triggers obligations on the company to act.
CCW's specific powers for flooding complaints: The Consumer Council for Water can investigate individual flooding complaints and recommend remedies including compensation payments and infrastructure improvements. CCW can also escalate complaints to Ofwat where it believes a water company is systematically failing its duties. For flooding from public sewers, CCW has been particularly active in challenging water companies over the adequacy of their drainage infrastructure investment plans.
WATRS — Water Redress Scheme: WATRS (the Water Redress Scheme) is the independent alternative dispute resolution scheme for water and sewerage customers in England and Wales. After CCW has investigated your complaint and issued a decision, if you remain dissatisfied, WATRS can provide a binding adjudication. The scheme is free to customers and can award compensation of up to £5,000. WATRS covers billing disputes, service standards failures, metering disputes, and complaints about flooding and supply interruptions that have not been resolved through CCW. Apply via the WATRS website after receiving CCW's final decision. Note that WATRS decisions are binding on the water company — the company must comply. This makes WATRS an important final escalation route for customers who have exhausted the internal company process and CCW review without satisfaction.
Frequently asked questions
Can I have a water meter installed if I think my bill is too high?
My neighbour's sewer has flooded my garden — who is responsible?
My water company has sent me a bill for a property I left two years ago — do I have to pay?
What is WATRS and when can I use it?
My home has flooded from a public sewer three times — what are my rights?
What to do next
- 1Contact the Consumer Council for Water
Free help resolving water company complaints.
- 2Find your water company
Ofwat company profiles and contact details.
- 3Report a water quality issue
Drinking Water Inspectorate for water quality concerns.
Official bodies and resources
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
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