Understanding Your Rights as a Water Customer
Understanding Your Rights as a Water Customer
As a water customer in the UK, you are protected by a clear set of rights designed to ensure you receive a safe, reliable, and fair service from your water company. These rights are backed by UK law and enforced by independent regulators, giving you confidence that your interests are taken seriously.
What Are Your Rights as a Water Customer?
Every household and business connected to the public water supply has legal rights relating to water quality, supply, and customer service. Water companies are required by law to:
Provide a continuous supply of clean, safe drinking water that meets strict quality standards.
Maintain and repair water pipes and infrastructure to prevent unnecessary interruptions.
Respond promptly to complaints and resolve issues within set timeframes.
Offer compensation or rebates if they fail to meet their service commitments.
These protections come from several sources, including the Water Industry Act 1991 and regulations set by Ofwat (the economic regulator for water services in England and Wales) and the Drinking Water Inspectorate. Water companies must also follow their own guaranteed standards schemes, which outline specific service levels and compensation arrangements.
What Are Water Companies Responsible For?
Water companies are responsible for supplying water to your property up to the boundary of your land. They must ensure the water is safe to drink, free from harmful contaminants, and supplied at a reasonable pressure. If there are planned works or emergency repairs that might interrupt your supply, they must give you adequate notice and restore service as quickly as possible.
If your water company fails to meet these obligations – for example, if you experience a prolonged supply interruption, poor water quality, or property damage caused by their negligence – you may be entitled to compensation.
How Do Your Rights Protect You?
Your rights are designed to protect you from poor service and to hold water companies accountable. For example, if your water is cut off without warning, or if you receive water that is not safe to drink, your water company may have to pay you compensation automatically or upon request. These payments are set out in the company’s guaranteed standards scheme, which you can ask to see at any time.
If you are unsure about the details, you can learn more about your rights and responsibilities regarding water to understand what you should expect from your water company and what steps to take if things go wrong.
The Regulatory Framework for Water Companies
Water companies in the UK are regulated to ensure they provide a high standard of service. Ofwat oversees economic regulation, ensuring fair pricing and investment in infrastructure, while the Drinking Water Inspectorate monitors water quality. These regulators set out the rules water companies must follow and investigate complaints when standards are not met.
Why Knowing Your Rights Matters
Understanding your rights is the first step to getting fair treatment from your water company. If you face problems such as water supply interruptions, poor water quality, or property damage, knowing what you are entitled to makes it easier to claim compensation and resolve issues quickly. It also helps you hold your water company accountable, ensuring they maintain the standards required by law.
Before making a claim, take the time to familiarise yourself with your rights and the responsibilities of your water company. This knowledge will help you navigate the complaints process with confidence and achieve the best possible outcome.
When You Can Claim Compensation from Water Companies
When You Can Claim Compensation from Water Companies
You may be entitled to claim compensation from your water company if their service falls below certain standards set by law and regulation. Understanding when compensation applies can help you know your rights and what steps to take if something goes wrong.
Common Issues That May Entitle You to Compensation
There are several situations where you might be eligible to claim compensation from a water company. These include:
Supply interruptions: If your water supply is cut off without warning or for longer than the allowed period, you may be owed compensation. This covers both planned and unplanned interruptions, such as burst pipes or emergency repairs.
Poor water quality: If your water is discoloured, contaminated, or otherwise fails to meet safety standards, and this affects your use or causes damage, you could have a claim.
Damage caused by the water company’s service: If work carried out by the water company – like repairs or maintenance – results in damage to your property, you may be able to claim for the costs to put things right. For a broader comparison, see our guide on claiming compensation for damage caused by products.
Missed appointments or poor customer service: If the company fails to keep a scheduled appointment or does not respond to your complaint within a set timeframe, compensation may be due.
For more detail on your rights and what to expect from your provider, see our overview of your water supply rights.
Examples of When Compensation Is Typically Payable
Your water is cut off for more than 12 hours without notice, or for longer than the company told you it would be.
You receive water that is unsafe to drink, leading to extra costs or inconvenience.
The water company’s contractors damage your driveway while repairing a main.
The company fails to respond to your written complaint within 10 working days.
Guaranteed Standards of Service
Water companies in England and Wales must meet minimum standards of service, known as the Guaranteed Standards Scheme. These standards are set by Ofwat, the regulator, and include rules about:
How quickly companies must restore supply after an interruption
How they must handle complaints and appointments
The compensation amounts payable if these standards are not met
If your water company fails to meet these standards, they must pay you compensation automatically in many cases. For a full breakdown of these requirements, visit the Guaranteed Standards Scheme page.
Compensation vs. Complaints and Service Improvements
It’s important to understand that compensation is different from simply making a complaint or asking for better service. Compensation is usually only paid when the company has failed to meet a legal or regulatory duty, or when you have suffered a loss or inconvenience as a direct result of their actions. General dissatisfaction with service, or requests for long-term improvements, do not normally qualify for compensation unless they involve a breach of the guaranteed standards.
Limits and Conditions for Compensation Claims
There are some limits and conditions to be aware of:
Time limits: You usually need to claim within a certain period after the incident – often within 12 months.
Proof of loss: For some claims, you may need to show evidence of the inconvenience or loss you suffered.
Exclusions: Compensation may not be payable if the problem was caused by events outside the company’s control (such as severe weather or third-party damage).
Amount caps: The amount you can claim is often set by regulation and may not cover all losses, especially for business customers.
If you believe your situation meets the criteria, it’s worth checking your provider’s own compensation policy, as some companies offer payments above the legal minimum.
For more information about your rights and the process for making a claim, explore the other sections of this page or see our related guides.
How to Make a Complaint to Your Water Company
Making a formal complaint to your water company is the essential first step before you can claim compensation. Water companies in the UK are regulated and must follow strict standards for water quality, supply reliability, and customer service. If they fail to meet these standards – for example, if you experience unplanned supply interruptions, poor water quality, or property damage – the law gives you the right to seek compensation. However, you must first give your water company the opportunity to resolve the issue directly.
How to Raise a Complaint Effectively
Start by contacting your water company’s customer service department. Most companies accept complaints by phone, email, letter, or through an online form. It’s a good idea to keep a record of all communication, including dates, times, and the names of people you speak to.
When making your complaint, be clear and concise. Explain what went wrong, how it has affected you, and what outcome you are seeking (such as an apology, a fix to the problem, or financial compensation). Providing evidence – like photographs, bills, or written records – can help support your case.
For more detailed guidance on the process, including sample complaint letters and contact details for water companies, see how to complain about your water supply.
Information You Should Provide
To help your water company investigate and resolve your complaint quickly, include:
Your full name, address, and account number (if you have one)
A clear description of the problem (e.g., date and time of a supply interruption or details of water quality issues)
Any evidence you have (photos, correspondence, receipts for extra costs, etc.)
The impact the issue has had on you or your property
What you would like the company to do to resolve the issue
What to Expect: Timelines and Process
Water companies must follow the industry’s Guaranteed Standards Scheme (GSS), which sets out minimum standards for service and compensation. They are required to acknowledge your complaint promptly – usually within a few working days – and provide a full response, often within 10 to 20 working days. If your complaint is complex, it may take longer, but the company should keep you updated.
If the water company agrees that you are entitled to compensation, they should explain how much you will receive and when it will be paid. Payments are usually made as a credit to your account or by cheque.
Escalating Your Complaint
If you are not satisfied with the response from your water company, or if they fail to reply within a reasonable time, you can escalate the matter. The next step is usually to ask for the complaint to be reviewed by a senior manager or a specialist complaints team within the company.
If you remain unhappy after this internal review, you may have the right to take your complaint to an independent body such as the Consumer Council for Water (CCW) or, in some cases, the Water Redress Scheme (WATRS). These organisations can review your complaint and may help secure a fair resolution.
Remember, following the correct complaints process is vital. Many compensation claims cannot proceed unless you have first given your water company the chance to put things right. For more information about the process and your rights, visit how to complain about your water supply.
Steps to Claim Compensation from Your Water Company
Steps to Claim Compensation from Your Water Company
If you’ve experienced problems with your water supply – such as poor water quality, unexpected interruptions, or damage caused by the company – you may be entitled to compensation. The process is straightforward, but it’s important to follow the correct steps and gather the right evidence to support your claim.
1. Make a Complaint to Your Water Company
Start by contacting your water company directly. All water companies in the UK are required to have a formal complaints procedure, usually available on their website or by request. Explain what happened, when it occurred, and how it affected you. Provide as much detail as possible, including dates, times, and the nature of the problem.
2. Gather Evidence and Document Your Case
To support your claim, collect any relevant evidence. This might include:
Photographs of damage caused by water issues (e.g., flooding or contamination)
Copies of bills showing extra costs incurred due to the problem
Written records of contact with your water company, including emails or letters
Notes of any phone conversations, including the dates and names of the staff you spoke to
Keeping a clear record will strengthen your case and help resolve the issue more quickly.
3. What to Expect from the Water Company
After receiving your complaint, the water company should acknowledge it – usually within a few days. They may send you a complaint reference number and outline the next steps. Depending on the issue, they might:
Request further information or evidence
Send an engineer to inspect the problem
Provide specific forms for you to complete (for example, a compensation claim form)
You should receive a formal written response within eight weeks. If the company accepts your claim, they’ll explain how compensation will be calculated and when you can expect payment.
4. How Compensation is Calculated and Paid
Compensation amounts can vary depending on the type and severity of the issue. Most water companies follow the Guaranteed Standards Scheme (GSS), which sets out minimum payments for certain failures, such as:
Interruptions to water supply lasting more than 12 hours
Failure to provide advance notice of planned work
Poor water quality or pressure
Some companies may offer additional compensation for inconvenience or specific losses, but this is at their discretion. Payments are usually made as a credit to your water bill, or by direct payment if you request it.
5. If Your Claim is Rejected or Delayed
If you’re not satisfied with the response, or if your claim is rejected or delayed, you have further options. First, ask the company for a “deadlock letter” – a final response confirming their decision. You can then escalate your complaint for free, independent help.
The CCW – the voice for water consumers offers advice and can help you resolve disputes with your water company. They can also guide you if you feel the company hasn’t followed the correct process or if you’re unhappy with the outcome.
For more detailed support on making a complaint or pursuing compensation, visit CCW – the voice for water consumers, which provides free advice and can help you take your case further if needed.
Special Situations: No Running Water and Related Issues
Special Situations: No Running Water and Related Issues
Experiencing a complete loss of running water in your home can be stressful and disruptive. Knowing your rights and the steps to take can help you secure compensation and ensure your water supply is restored as quickly as possible.
What to Do If You Have No Running Water
If you suddenly find there is no running water in your house, the first step is to check whether the issue is isolated to your property or affects your wider area. Try contacting neighbours or checking your water company’s website for updates. If it’s a localised problem, it may be an issue with your internal plumbing. However, if the outage is more widespread, it is likely the responsibility of your water company.
You have specific rights when you have no running water in your house. Water companies are required to restore your supply within a reasonable time frame, usually within 12 hours for most unplanned interruptions. If the supply is not restored promptly, you may be entitled to compensation.
Your Rights and Immediate Actions
Under the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, water companies must meet certain standards when there is a supply interruption. For example:
Unplanned interruptions: If your water supply is cut off unexpectedly, the company must restore it within 12 hours (or 24 hours if caused by a burst strategic main).
Planned interruptions: If maintenance is planned, the company must give you at least 48 hours’ notice. The supply should not be interrupted for more than 12 hours.
If these standards are not met, you are entitled to automatic compensation, usually paid directly to your account or as a credit on your bill.
If you are vulnerable or have additional needs, you may be eligible for extra support during a supply interruption. Water companies often provide bottled water or alternative arrangements for customers who are on their Priority Services Register.
How Compensation Claims Work for Complete Supply Interruptions
When your water supply is completely interrupted, the compensation process is straightforward:
Automatic payments: Most water companies will automatically apply compensation if they fail to restore supply within the required time.
Further claims: If you believe you are owed more, or if compensation has not been paid automatically, you can complain about your water supply.
Extra losses: If the interruption has caused damage or additional costs (such as having to buy bottled water or loss of business), you may be able to claim further compensation. Keep records and receipts to support your claim.
Additional Support and Advice
Severe or prolonged water supply problems can be particularly challenging for households with young children, elderly residents, or those with medical conditions. If you find yourself in this situation, your water company should offer extra help, especially if you are registered for priority services.
For more detailed guidance on what to do, your rights, and the steps you should take, see the advice on no running water in your house.
If you need to escalate your complaint or are dissatisfied with how your water company has handled the situation, you can complain about your water supply to seek further resolution.
Understanding your rights and acting quickly can help you minimise disruption and ensure you get the compensation and support you are entitled to when faced with no running water or related supply issues.
Related Utility Issues and Managing Your Bills
Related Utility Issues and Managing Your Bills
Problems with your water supply can sometimes go hand-in-hand with issues you might face with other utilities, such as electricity or gas. For example, a burst water main could disrupt your heating system, or supply interruptions might cause problems with appliances that rely on both water and energy. It’s important to understand how these services connect and what your rights are if things go wrong.
If you’re experiencing difficulties beyond water – such as power cuts, billing errors, or poor customer service from your energy provider – you have similar rights to complain and seek redress. To find out more about what to do in these situations, visit our guide on problems with your energy supply or supplier. This resource explains your consumer protections, the steps you can take, and where to get further help.
Managing your household bills can feel overwhelming, especially if you’re dealing with unexpected charges or compensation claims. Here are some practical tips to help you stay on top of your utility costs:
Review your bills regularly: Check your water and energy bills for accuracy. Look out for estimated readings or unexplained increases.
Understand your tariffs: Make sure you’re on the most suitable tariff for your needs. Some companies offer discounts for paying by direct debit or using online billing.
Monitor your usage: Small changes, like fixing leaks or turning off unused appliances, can lead to noticeable savings.
Seek support if you’re struggling: Many water and energy companies offer hardship schemes or payment plans if you’re finding it difficult to pay your bills.
For more ways to reduce your energy costs and improve efficiency at home, take a look at our energy management tips. These suggestions can help you save money across all your utilities, not just water.
When it comes to your rights, UK law provides strong consumer protections across all essential utilities. The Water Industry Act 1991 and Ofwat’s Guaranteed Standards Scheme set out when you can claim compensation from water companies. Similarly, energy suppliers are regulated by Ofgem and must follow rules under the Gas Act 1986 and Electricity Act 1989, including standards for compensation and complaint handling.
By understanding your rights and knowing where to find help, you can take confident steps to resolve issues – whether they relate to water, energy, or both – and manage your household bills more effectively.
