Complaining About Your Water Supply
How to complain about water quality, supply interruptions, or sewerage issues to your water company and the Consumer Council for Water.
Overview
Water and sewerage companies in England and Wales are regulated by Ofwat (economic regulation) and the Drinking Water Inspectorate (water quality). If you have problems with your water supply — discoloured water, low pressure, supply interruptions, flooding from sewers, or billing disputes — you should first complain to your water company. If unresolved, the Consumer Council for Water (CCW) can investigate free of charge.
Who Can Use This Process
- You are likely eligible to use this guide if your situation involves complaining about your water supply.
- You have a genuine legal basis for the matter (contract, tort, statutory right, etc.).
- You have made reasonable attempts to resolve the matter directly with the other party first.
Step-by-Step Process
Contact your water company
Report the issue to your water company's customer service. For water quality concerns (discolouration, taste, odour), they should investigate immediately. For supply interruptions, they should provide updates and may owe you compensation under the Guaranteed Standards Scheme.
- For no water supply, check your company's website for known incidents
- Report contamination immediately — do not use the water until advised
Escalate through the formal complaints process
If not resolved, make a formal written complaint. The company must respond. If still unresolved after 8 weeks (or a deadlock letter), escalate to the Consumer Council for Water (CCW).
- Keep a record of all contacts, reference numbers, and what was agreed
- Ask about compensation under the Guaranteed Standards Scheme
Refer to the Consumer Council for Water
CCW is the independent consumer body for water. It investigates complaints free of charge and can mediate between you and the water company. For billing disputes, CCW can also help.
- CCW can be contacted online or by phone
- CCW cannot make binding decisions but is very effective at resolving complaints
Costs
Important Warnings
If your water appears contaminated (unusual colour, smell, or taste), do not drink it — contact your water company immediately.
You may be entitled to automatic compensation for supply interruptions, sewer flooding, and missed appointments.
For private water supplies (wells, boreholes), your local authority is responsible for regulation.
Useful Links
Frequently asked questions
- How long does the complaining about your water supply process take?
- The end-to-end timeline depends on which stage you're at. Common steps run on these timeframes: "Immediate for urgent issues"; "Up to 8 weeks"; "Varies". Add court / counterparty response time on top — disputed matters can run months longer than the bare minimum.
- How much does it cost?
- Main outlays are: All complaint stages — Free. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.
- What are the most common mistakes to avoid?
- Watch out for: If your water appears contaminated (unusual colour, smell, or taste), do not drink it — contact your water company immediately.; You may be entitled to automatic compensation for supply interruptions, sewer flooding, and missed appointments.; For private water supplies (wells, boreholes), your local authority is responsible for regulation.. If you're unsure on any of these, get advice from a regulated solicitor or a free service like Citizens Advice before acting.
- Where can I find the official forms and guidance?
- The official sources are: Consumer Council for Water; Drinking Water Inspectorate. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.
- Can I do this myself without a solicitor?
- Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.