Understanding Your Rights When You Have No Running Water
When your home has no running water, it’s important to understand your legal rights and who is responsible for restoring your supply. In the UK, the law recognises water as an essential service, and there are clear rules about what you can expect from your water company or landlord.
Your Legal Right to Water Supply
Every household in the UK has the right to a safe and reliable water supply. This is protected under the Water Industry Act 1991, which lays out the duties of water companies to provide continuous water service to their customers. If your water stops running, you have the right to expect prompt action to restore it, and in some cases, you may be entitled to compensation if the interruption is prolonged or unplanned.
Who Is Responsible for Water Supply and Repairs?
Responsibility for fixing water supply problems depends on the cause and your living situation:
Homeowners: If you own your home, you are typically responsible for maintaining the internal plumbing (pipes, taps, and appliances inside your property). However, your water company is responsible for the mains supply up to the boundary of your property.
Tenants: If you rent your home, your landlord is usually responsible for ensuring you have access to running water and for repairing any faults with the plumbing or water supply within the property. For more on what your landlord must fix, see your landlord’s repair responsibilities. The Landlord and Tenant Act 1985 requires landlords to keep installations for the supply of water in good repair and proper working order.
Water Company vs Landlord Responsibilities
Water Companies: Must maintain and repair the main water supply pipes up to your property boundary. They are also responsible for fixing leaks or bursts in the public supply network. If there is a wider issue affecting your area, your water company should notify you, provide updates, and arrange temporary water supplies if needed.
Landlords: For tenants, landlords must deal with issues inside the property, including internal pipes, water tanks, and fixtures. If your landlord fails to act, you may be able to take further steps or seek support.
What to Expect During Water Supply Interruptions
If your water supply is interrupted, your water company should:
Inform you as soon as possible about the cause and expected duration of the interruption.
Provide alternative water supplies (such as bottled water or water bowsers) if the outage is prolonged.
Restore service as quickly as possible and keep you updated on progress.
These obligations are set out in the Water Industry Act 1991 and industry regulations.
Compensation for Water Supply Interruptions
If your water supply is cut off unexpectedly or for longer than the time allowed by law, you may have the right to claim compensation from your water company. The amount and eligibility depend on the length and cause of the interruption. For example, if your supply is interrupted for more than 12 hours without notice, you could be entitled to a fixed payment.
For a broader overview of your rights and what to do if you need to escalate the issue, see complaints about your water supply.
Understanding these rights can help you take the right steps when you have no running water, whether you need to contact your landlord, your water company, or seek compensation for the inconvenience.
What To Do If Your Water Supply Is Interrupted
What To Do If Your Water Supply Is Interrupted
Losing running water at home can be stressful, but knowing what to do next can help you stay safe and get the problem resolved as quickly as possible. Here’s a step-by-step guide to follow if you find yourself without water in your house.
1. Check If the Problem Is in Your Property or Widespread
First, determine whether the water outage is just affecting your home or if it’s a wider issue:
Check your taps: Try both cold and hot taps in different rooms. If only one tap or area is affected, the problem could be with your internal plumbing.
Ask your neighbours: If they also have no water, it’s likely a supply issue outside your property.
Look for planned works: Sometimes, water companies carry out scheduled maintenance. Check if you’ve received advance notice or see if there are any updates on the water company’s website or social media.
2. Take Immediate Safety Steps
Turn off appliances: Switch off appliances like washing machines and dishwashers that rely on water. This helps prevent damage if the water supply suddenly returns.
Avoid using toilets: If there’s no water to flush, avoid using the toilet until the supply is restored.
Store some water: If you notice the pressure dropping, fill a few containers with water for drinking, cooking, and washing.
3. Report the Problem
If you believe the issue is not within your home, contact your water company as soon as possible. When reporting, be ready to provide:
Your address and postcode.
Details about the problem (e.g., when it started, whether it’s total loss or just low pressure).
Whether neighbours are also affected.
Quick reporting helps the water company identify and fix the issue faster.
4. Temporary Solutions and Safety Tips
While waiting for repairs:
Use bottled water: For drinking and basic needs, use bottled water if available.
Practice good hygiene: Use hand sanitiser if you can’t wash your hands. Avoid preparing food without a safe water supply.
Boil water if advised: If the water company issues a “boil water” notice once supply returns, follow their guidance to avoid health risks.
5. Planned vs Unplanned Interruptions
Water supply can be interrupted for a variety of reasons:
Planned interruptions: These are scheduled for maintenance or upgrades. Water companies must give you at least 48 hours’ written notice for planned work, as required by the Water Supply (Water Fittings) Regulations 1999.
Unplanned interruptions: These happen unexpectedly, such as from burst mains or emergency repairs. In these cases, companies must restore supply as soon as possible and provide alternative water if the outage is prolonged.
For more details about what to expect and your rights during both planned and unplanned outages, see our guide on interruptions to your water supply.
Taking these steps can help you manage the inconvenience of a water outage and ensure you get the support you need. If your supply is not restored within the legally required timeframes, you may be entitled to compensation – learn more in the next sections.
Who Is Responsible for Fixing No Running Water Issues?
If you find yourself without running water at home, it’s important to know who is responsible for fixing the problem. The answer depends on where the fault lies and whether you own your home, rent it, or share plumbing with neighbours. Understanding these responsibilities can help you get the issue resolved quickly and ensure your rights are protected.
Water Company Responsibilities
Water companies are responsible for maintaining the public water supply up to the boundary of your property. This includes the water mains in the street and the pipes leading up to your external stop tap (usually located at the edge of your property). If the lack of water is due to a burst main, supply interruption, or other issues outside your property boundary, your water company must fix it.
Under the Water Supply (Water Quality) Regulations 2000, water suppliers are legally required to provide a continuous supply of wholesome water to your property, and to maintain the quality and safety of that supply. If the interruption is planned (for example, for maintenance), the company should give you advance notice. For unexpected outages, they should work to restore supply as soon as possible.
Homeowner or Landlord Responsibilities
Once the water enters your property, responsibility usually shifts. If you are a homeowner, you are responsible for all internal plumbing, including pipes, taps, and water tanks inside your home. If the problem is due to a leak, frozen pipe, or plumbing fault within your property boundary, it is up to you to arrange repairs.
If you are renting, your landlord typically has a duty to keep the water supply in good working order. This includes repairs to pipes, water tanks, boilers, and fixtures that supply water. For more details on what your landlord must repair, see our guide on landlord repair obligations. If your landlord fails to address the issue promptly, you may have grounds to take further action or claim compensation.
Special Considerations for Tenants
As a tenant, always report water supply issues to your landlord or letting agent as soon as possible, ideally in writing. Keep records of your communications and any steps taken. Your landlord is usually responsible for arranging repairs unless the problem was caused by something you did (such as accidental damage). If your landlord does not respond or refuses to fix the problem, you may be able to escalate the issue to your local council or seek legal advice.
Issues Caused by Neighbours or Shared Plumbing
Sometimes, water supply problems can result from issues with a neighbour’s property or shared plumbing systems. For example, a leak or burst pipe in a neighbouring flat could disrupt your water supply or cause damage. In these cases, it’s important to communicate with your neighbour and work together to resolve the issue. For guidance on what to do if you suspect the problem stems from next door, read our article on water damage from a neighbour’s property.
If the issue involves shared pipes or communal water systems (common in flats or converted houses), responsibility may be shared between property owners or managed by a freeholder or management company.
What to Do Next
Identify the source: Check whether your neighbours are also affected. If they are, it’s likely a water company issue.
Contact the right party: Report the problem to your water company if it’s a supply issue, or to your landlord if you rent.
Keep records: Document all communications and any steps you take.
Know your rights: If you’re left without water for an extended period, you may be entitled to compensation from your water supplier or landlord, depending on the cause.
Understanding who is responsible for fixing no running water issues is the first step toward getting your supply restored and ensuring your home remains safe and habitable. If you need further guidance, explore our related topics for more practical help and advice.
How to Make a Complaint to Your Water Company
When you have no running water or experience poor service from your water company, it’s important to know how to make a formal complaint and what to expect throughout the process. Here’s a step-by-step guide to help you assert your rights and seek a resolution.
How to Formally Complain About No Running Water or Poor Service
Start by contacting your water company directly. Most companies have a dedicated customer service team or complaints department – check your bill or their website for details. You can usually complain by phone, email, online form, or in writing. Clearly state that you are making a formal complaint and keep a record of all communication.
For a more detailed walkthrough, see our guide on making complaints about your water supply.
What Information to Include in Your Complaint
To help your water company investigate and resolve the issue quickly, include:
Your name, address, and account number (if available)
A clear description of the problem (e.g., no running water, low pressure, or repeated interruptions)
When the issue started and how long it has lasted
Any steps you have already taken to resolve the problem
How the issue has affected you or your household
What outcome or resolution you are seeking
Attach any supporting evidence, such as photos or written logs of the disruption.
Response Times and Resolution Deadlines
Water companies must respond to written complaints within 10 working days, according to Ofwat’s Guaranteed Standards Scheme (GSS). If the company fails to meet this deadline, you may be entitled to compensation. For urgent issues like total loss of water supply, companies are required to restore service as quickly as possible, often within 12 hours of becoming aware of the problem.
If your complaint isn’t resolved in the initial response, the company should explain the next steps and keep you updated on progress.
Escalating Your Complaint
If you’re not satisfied with the company’s response or the issue remains unresolved, ask for your complaint to be escalated. Every water company has a formal complaints procedure, which may involve a review by a senior manager or a specialist complaints team.
If you still don’t get a satisfactory resolution, you can take your complaint further.
Using the Water Redress Scheme (WATRS) or Ombudsman
For ongoing disputes, you can seek independent help. The Consumer Council for Water (CCW) offers free advice and can act on your behalf in disputes with your water company. If the issue can’t be resolved with the company or with CCW’s help, you may be able to refer your complaint to the Water Redress Scheme (WATRS), an independent adjudication service.
For more information and support, you can visit Ombudsman Services: Water. CCW helps consumers resolve complaints against water companies and provides guidance throughout the process.
By following these steps, you can ensure your complaint is heard and increase your chances of a fair outcome. If you need further advice, explore our resources on making complaints about your water supply.
Claiming Compensation for No Running Water
If your home is left without running water, you may be entitled to compensation from your water company. This right is protected under UK regulations, which require water suppliers to maintain a continuous supply and to act quickly when interruptions occur. Understanding when compensation applies, what you can claim, and how to start the process will help you get the support you need.
When Are You Entitled to Compensation?
You may be eligible for compensation if your water company fails to provide a continuous water supply without a valid reason or does not restore service within the timeframes set by law. For example, if your water is cut off without prior notice (except in emergencies), or the company does not fix the problem as quickly as required, compensation may be due. The Water Supply (Compensation for Failure to Supply) Regulations 2005 set out your rights in these situations, including the minimum amounts water companies must pay.
Types of Compensation Available
Compensation for no running water typically comes in two forms:
Financial payments: A set amount paid directly to you, often credited to your water bill or paid into your bank account.
Service credits: Reductions on future bills or credits added to your account.
For example, if your water supply is not restored within the time stated in the notice from your supplier, you are usually entitled to at least £20 compensation. The amount can increase if the interruption continues or if the company fails to meet further deadlines.
How to Claim Compensation
To claim compensation, start by contacting your water company as soon as possible. Provide details of the interruption, including:
The date and time your water supply stopped and was restored (if applicable).
Any communication you received from the water company (such as notices or updates).
Evidence of the impact, such as photographs, receipts for bottled water, or records of additional costs.
Keep a record of all correspondence and any reference numbers provided by your supplier. If your claim is refused or delayed, you can escalate the complaint through your water company’s complaints process.
How Long Do Claims Take?
Most water companies aim to process compensation claims within a few weeks, but timescales can vary. If they fail to pay compensation within the required period (usually 20 working days after the supply is restored or after your claim is accepted), you may be entitled to an additional payment. Check your supplier’s policy for specific details.
Next Steps and Further Guidance
For a step-by-step guide on the process, including templates and more detailed advice, see our comprehensive resource on claiming compensation from water companies.
To understand your full rights and the legal requirements water companies must follow, you can also read the Water Supply (Compensation for Failure to Supply) Regulations 2005 on Citizens Advice, which explains the rules and typical compensation amounts.
If you’re unsure about your situation or need help making a claim, don’t hesitate to seek advice or support – knowing your rights is the first step to getting the help you deserve.
Additional Tips and Resources
If you’re dealing with no running water at home, managing your utilities and knowing where to turn for help can make a difficult situation a bit easier. Here are some practical tips and resources to guide you:
Managing Utility Costs During Water Supply Problems
When your water supply is interrupted, you might worry about your bills. In the UK, water companies must follow the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008. If your water is cut off unexpectedly and not restored within 12 hours (or 48 hours for planned works), you may be entitled to compensation or a bill reduction. Always keep records of the interruption and contact your water supplier to ask about compensation or adjustments to your bill.
If you have a water meter, check your readings before and after the interruption to ensure you’re only charged for what you use. For those on a fixed tariff, ask your supplier if they offer any rebates for prolonged outages.
Energy and Water Management Tips
During water supply issues, you may need to use more energy for tasks like boiling water or running appliances at unusual times. To keep your costs down, try to:
Use appliances like kettles and washing machines only when necessary.
Collect rainwater or use bottled water for non-drinking purposes, where safe.
Avoid running taps unnecessarily once supply is restored to prevent wastage.
For more detailed advice on how to save on your energy and water bills, check out these energy management tips.
Where to Find Further Help and Advice
If your water supply problems persist and your supplier doesn’t resolve the issue, you have the right to escalate your complaint. Start by following your supplier’s complaints process. If you’re not satisfied with their response, you can contact the Consumer Council for Water (CCWater), which represents water consumers in England and Wales.
Local authorities and Citizens Advice can also offer support if you’re experiencing ongoing problems or if the lack of running water is causing health or safety concerns, especially for vulnerable individuals.
Key Contacts and Organisations
Your Water Supplier: First point of contact for reporting outages and claiming compensation.
Consumer Council for Water (CCWater): For unresolved complaints and general advice.
Citizens Advice: For independent support, especially if the issue affects your health or finances.
Local Authority Environmental Health: If the lack of water makes your home unfit to live in.
Remember, you have legal rights to a safe and reliable water supply. Don’t hesitate to seek help if you’re struggling to get issues resolved. For more on saving money and managing your household utilities, our energy management tips can help you stay on top of your bills.
