Understanding Your Water Supply and Your Rights
Your water supply is the water delivered to your home for daily use, such as drinking, washing, and cooking. As a consumer in the UK, you have a legal right to expect your water company to provide a safe and reliable service. This includes meeting standards set by laws like the Water Industry Act 1991 and regulations overseen by bodies such as Ofwat and the Drinking Water Inspectorate.
Common problems with water supply include poor water quality, low water pressure, and unexpected interruptions. If you experience any of these issues, your water company is responsible for investigating and resolving them. Water companies must follow strict rules to ensure your water is safe to use and that any disruption is kept to a minimum.
Knowing exactly who supplies your water is essential if you need to raise a complaint or request compensation. If you are unsure, you can easily find your water company by postcode.
If you want to understand more about your water supply, including your rights and what you can expect from your provider, you can explore further information before making a complaint. Regulatory bodies exist to protect your interests and ensure companies meet their obligations, giving you confidence when seeking help or raising concerns.
Common Problems with Your Water Supply
Water supply problems can take several forms, and each can disrupt your daily life. The most common issues include having no running water at all, experiencing low water pressure, noticing poor water quality (such as unusual taste, colour, or odour), or facing unexpected interruptions to your supply. These problems can make it difficult to cook, clean, or even maintain basic hygiene, and in some cases – especially for vulnerable individuals – they may pose health risks.
If you suddenly notice a problem with your water supply, it’s important to act quickly. Check if the issue is affecting only your property or if neighbours are also experiencing it. If it’s just your home, there may be an internal plumbing issue. If the problem is widespread, contact your water company as soon as possible to report the issue and get advice on what to do next.
Under the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, water companies must provide a continuous supply and meet certain standards for water quality and pressure. If they fail to do so, you may be entitled to compensation or a guaranteed standards payment.
For more detailed advice on what to do if you have no running water in house? Know your rights & get help, or to learn about what happens during interruptions to your water supply, visit our dedicated guidance pages.
How to Raise a Complaint with Your Water Company
If you’re unhappy with your water supply – such as issues with quality, interruptions, or billing – the first step is to raise a formal complaint with your water company. Here’s how to do it:
Identify your water company
If you’re unsure who supplies your water, you can find your water company by postcode. This ensures your complaint reaches the right provider.Gather key information
When making your complaint, be ready to provide:Your name, address, and account number (if available)
A clear description of the issue
Dates, times, and locations of the problem
Details of any previous contact or attempts to resolve the issue
Submit your complaint
Most companies accept complaints by phone, email, online form, or post. Check your water company’s website for their preferred contact method.
Water company’s obligations
Under the Water Industry Act 1991 and Ofwat’s Guaranteed Standards Scheme (GSS), your water company must investigate your complaint and respond within a reasonable timeframe – usually within 10 working days. If the issue is complex, they must keep you updated on progress.
Keep records
Always keep copies of your complaint and any responses. Note down dates, names of people you speak to, and summaries of conversations. This will help if you need to follow up or escalate your complaint later.
Follow up if needed
If you don’t receive a response within the expected timeframe, or if you’re not satisfied with the outcome, contact your water company again. Ask for an update and refer to your original complaint.
For more about your rights and the complaints process, you can also explore our main water section.
What to Do If You Are Not Satisfied with the Water Company’s Response
If you feel your water company has not resolved your complaint to your satisfaction, you have several options for taking things further. First, you can escalate your complaint within the company by asking for it to be reviewed by a senior manager or the complaints team. If you are still unhappy with the outcome, independent help is available.
You can contact the Consumer Council for Water (CCW), which offers free, impartial advice and can help you and your water company reach a resolution. The CCW also provides guidance on how to use Alternative Dispute Resolution (ADR) if your complaint remains unresolved. ADR processes, such as mediation or adjudication, offer a way to settle disputes without going to court.
The Water Services Regulation Authority (Ofwat) oversees how water companies operate and ensures they meet their legal obligations to consumers. While Ofwat does not handle individual complaints, it monitors company performance and can take action against companies that fail to comply with regulations, such as the Water Industry Act 1991 and the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008.
If your issue relates to financial loss or disruption, you may also be entitled to compensation. For more information, see our guide on claiming compensation from water companies.
For a broader overview of your rights and options regarding water services, visit our main water page.
Claiming Compensation for Water Supply Problems
If you’ve experienced issues with your water supply – such as no water, low pressure, poor water quality, or damage caused by supply problems – you may be entitled to compensation from your water company. Under the Guaranteed Standards Scheme (GSS), water companies in England and Wales are legally required to compensate customers for certain failures, including unplanned supply interruptions or delays in fixing problems.
Compensation can cover a range of issues, from inconvenience due to lost supply to property damage or additional costs you’ve incurred. The process typically involves submitting a claim directly to your water company, along with evidence like photos, receipts, or details of the disruption. Be aware that there are time limits for making a claim, and missing important details can delay or reduce your compensation.
To find out exactly when you can claim, what evidence you’ll need, and how the process works, see our step-by-step guide on claiming compensation from water companies.
Additional Support and Related Issues
If water supply issues are making it hard for you to pay your bills, you may be entitled to financial support or payment arrangements from your water company. Water suppliers in the UK must offer help to customers who are struggling, especially if the problem with your supply has affected your income or increased your costs. For practical steps and further guidance, see our advice on problems with paying your water bill and general information about paying your water bill.
Water supply problems can sometimes lead to other issues in your home, such as mould and damp, which may affect your health and your landlord’s responsibilities if you rent. It’s important to address these problems quickly, as landlords are generally required by law to ensure your home is safe and in good repair.
You should also be aware of who is responsible for sewerage & shared drains, as blockages or leaks here can impact your water supply and may be the responsibility of your water company, your landlord, or you as the property owner.
If you’re experiencing difficulties with other essential services, such as your energy supply, you may find it helpful to read our guide on problems with your energy bill.
For more information on what legal support and assistance is available, including grants and advice services, visit our page on UK help for water bills, legal advice & assistance programs.
