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.
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.