Ofwat

Overview

Ofwat is the economic regulator for water and sewerage companies in England and Wales. It sets price controls, licences, and performance commitments. Customer complaints first go to the supplier, then escalate to the Consumer Council for Water (CCW) and ultimately the Redress Scheme for Water (run by the Water Redress Scheme or, for unresolved complaints, the courts).

What it handles

• Price reviews (PR24, PR29, etc.)
• Performance commitments and outcome delivery incentives
• Licence enforcement and pollution penalties

Process

1. Step 1: Raise the issue with your water company

   A customer with a concern about their water bill or a complaint about their water company should first discuss it with the water company itself; Ofwat does not deal with individual consumer complaints or enquiries about water companies or bills.

2. Step 2: Escalate to the Consumer Council for Water

   If the customer remains unhappy after contacting their water company, they can submit an enquiry or complaint via the Consumer Council for Water (CCW) website or by phone, as CCW is the statutory consumer body for the water sector in England and Wales.

3. Step 3: Check if Ofwat handles the specific complaint

   Ofwat deals with only a small number of complaint types itself, set out in its 'Complaints and disputes we can help with' and 'Dispute Resolution Routes' guidance, rather than individual billing or service disputes.

4. Step 4: Submit a dispute to Ofwat for determination

   Where a dispute falls within the categories Ofwat does handle, it can be referred to Ofwat via an online form or a hard copy sent to its Birmingham office, and Ofwat aims to give an initial response to new enquiries and complaints within ten working days.

Official sources