Understanding Your Water Bill and Legal Rights
Understanding your water bill is the first step to managing your costs and knowing your rights as a customer. In the UK, your water bill typically covers two main services: the supply of clean water to your home and the removal of wastewater (sewerage). Charges are usually calculated in one of two ways – either based on a water meter or on the rateable value of your property if you don’t have a meter.
If your home is not fitted with a water meter, your charges are based on the property’s rateable value, which is an old assessment of your home’s rental value. For more information on how this works, see our guide to paying for water without a meter. If you do have a meter, you pay for the exact amount of water you use, which can sometimes work out cheaper, especially for smaller households or those who use less water.
You have certain legal rights as a water customer in the UK. Water companies are required by law to provide a safe and reliable supply of water and to treat wastewater. The Water Industry Act 1991 sets out your rights and the obligations of water suppliers. For example, you have the right to receive accurate bills, to be treated fairly, and to access help if you’re struggling to pay. Water companies must also have codes of practice explaining their billing, complaints, and support procedures.
If you are having trouble paying your water bill, it’s important to act quickly. Contact your water company as soon as possible – they are required to offer support, such as payment plans or access to special assistance schemes. For more guidance on your options and additional support, visit our main section on paying your water bill.
Water meters can make a significant difference to your bill. If you think you might pay less with a meter, you have the legal right to request one in most cases. Installing a meter is free for most customers, and you usually have up to two years to switch back if you find it isn’t saving you money. To explore whether this could benefit you, see our advice on changing to a water meter.
Understanding your bill, knowing your rights, and being aware of your options – such as switching to a meter or seeking support – can help you stay in control of your water costs. If you need further help or want to resolve a dispute with your water supplier, your water company’s code of practice will explain the next steps, including how to escalate complaints if needed.
What Does Your Water Bill Include?
What Does Your Water Bill Include?
Understanding your water bill can help you manage your household costs and spot any unexpected charges. In the UK, water bills generally cover several key services and fees. Here’s what you can expect to see on a typical water bill:
Main Charges on Your Water Bill
1. Water Supply Charges:
This covers the cost of providing clean, safe water to your home. It includes the collection, treatment, and delivery of water. Water suppliers must meet strict quality standards, as set out in the Water Supply (Water Quality) Regulations 2016, which ensures the water you use is safe for drinking, cooking, and washing.
2. Sewerage Charges:
If your property is connected to the public sewer system, you’ll pay for the removal and treatment of wastewater and sewage. This fee covers the costs of taking away used water from your sinks, toilets, and drains, as well as treating it before it’s returned to the environment.
3. Standing Charges:
Most water bills include a fixed standing charge. This is a basic fee for maintaining the water supply infrastructure – such as pipes, reservoirs, and treatment works – regardless of how much water you use. It helps cover the cost of keeping the service available to your property.
Metered vs. Unmetered Billing
Metered Billing:
If you have a water meter, your charges are based on the amount of water you actually use. The meter records your usage in cubic metres, and you’ll be billed for both water supply and sewerage based on these readings. Metered billing can benefit smaller households or those who are careful with their water use, as you only pay for what you consume.
Unmetered Billing:
If your home does not have a water meter, your bill is calculated using a fixed rate, usually based on your property’s ‘rateable value’ – a value assigned to your property by local authorities before 1990. This means you pay a set amount regardless of how much water you use. Unmetered charges can sometimes be higher, especially for smaller households or those who use less water.
Additional Points to Consider
Surface Water Drainage: Some bills include a charge for draining rainwater from your property into the public sewer.
Assessed Charges: If you request a meter but it cannot be installed, your supplier may use an assessed charge, estimating your usage based on property type and occupancy.
Legal Protections and Standards
Water suppliers must comply with strict legal standards to make sure your water is safe and your bill is fair. The Water Supply (Water Quality) Regulations 2016 set out the requirements for water quality, ensuring your supply is regularly tested and monitored.
If you have concerns about your bill or the quality of your water, you have the right to raise a complaint with your water supplier. For more information on your rights and what to do if you think you’ve been overcharged, see our sections on resolving disputes and seeking financial assistance.
Your Legal Rights as a Water Customer
Your Legal Rights as a Water Customer
As a water customer in the UK, you are protected by several important laws and regulations designed to ensure fair treatment, clear communication, and reliable access to water services. Understanding your rights can help you manage your bills, challenge unfair practices, and seek help if something goes wrong.
Clear and Timely Billing Information
You have the right to receive accurate, understandable, and timely bills from your water supplier. Your bill should clearly show how your charges have been calculated, including details about water usage, any fixed fees, and the payment due date. This transparency helps you check for mistakes and budget effectively.
Under the Water Industry Act 1991, Section 66, water companies must provide information about their charges and billing procedures. If you are unsure about any part of your bill, you can ask your supplier for a detailed explanation.
Protection Against Unfair Charges and Disconnection
UK law protects you from being charged unfairly or disconnected without proper notice. Water companies are required to follow strict rules about how and when they can charge customers, as well as the steps they must take before considering disconnection.
Unfair Charges: Your supplier cannot add hidden fees or charge you for services you have not received. The Consumer Rights Act 2015 gives you the right to fair and transparent contract terms, including for utility services like water.
Disconnection Procedures: Water suppliers are not allowed to disconnect water to your home for unpaid bills in most domestic situations. They must follow a clear process, which includes sending reminders and offering support if you are struggling to pay. Disconnection is only considered as a last resort and is rarely allowed for residential customers.
Raising Concerns or Making a Complaint
If you believe your bill is incorrect, you have been unfairly charged, or your supplier is not meeting its obligations, you have the right to raise your concerns and make a formal complaint.
Contact Your Supplier: Start by contacting your water company’s customer service team. Explain your issue clearly and ask for a resolution.
Follow the Complaints Procedure: Every water supplier must have a published complaints process. Follow this procedure, keeping records of your communications.
Escalate if Needed: If you are not satisfied with the response, you can escalate your complaint to the Consumer Council for Water (CCW), which offers free, impartial advice and support.
For more information about your legal protections as a water customer, you can read the Water Industry Act 1991, Section 66 for details on water company duties, and the Consumer Rights Act 2015 for broader consumer protections.
Understanding these rights can help you challenge unfair charges, ensure your bills are accurate, and get the support you need if you have a dispute with your water supplier.
Options if You Are Struggling to Pay
If you’re finding it difficult to pay your water bill, it’s important to know that you’re not alone – and there are clear steps you can take to get help and protect your rights.
Contact Your Water Supplier Early
The first thing you should do is contact your water supplier as soon as possible. Most suppliers have dedicated teams to help customers who are struggling financially. They can discuss your situation confidentially and may be able to offer flexible payment plans, such as spreading your payments over a longer period or reducing your monthly amount for a set time. By reaching out early, you’re more likely to avoid late payment charges and other complications.
Your Rights: Protection from Disconnection and Legal Action
In the UK, water companies are not allowed to disconnect your supply if you’re unable to pay your bill for your home. This protection is set out in the Water Industry Act 1999, which makes it illegal for suppliers to cut off domestic customers due to unpaid bills. Instead, your water company must work with you to find a manageable solution.
If you fall behind, your supplier may send reminders or pass your account to a debt collection agency, but they must follow strict rules and give you the chance to set up a payment arrangement. Legal action, such as court proceedings, is usually a last resort and only happens if no agreement can be reached.
Free Legal Advice and Support
If you’re worried about your rights or need extra support, there are several places you can turn for free legal advice. Organisations such as Citizens Advice, local advice centres, and some charities can help you understand your options and negotiate with your supplier. They can also guide you if you feel you’ve been treated unfairly or are facing court action.
For more detailed guidance on your next steps, including practical advice on negotiating with your supplier and accessing financial support, see our page on help with paying your water bills. This resource covers what to expect, how to apply for assistance schemes, and where to get further help if you need it.
Remember, taking action early and knowing your rights can make a big difference. Don’t hesitate to ask for help – there is support available to ensure you can manage your water bills without unnecessary stress.
Financial Assistance Programs for Water Bills in the UK
Many people in the UK find it difficult to keep up with water bill payments, especially during times of financial hardship. Recognising this, both the government and individual water companies offer a range of financial assistance programs to help households manage their water costs. Understanding what support is available and how to access it can make a real difference if you’re struggling to pay your water bill.
Overview of Support Schemes
There are several types of assistance you may be eligible for:
WaterSure Scheme: This government-backed program helps households on certain benefits who use a lot of water, for example due to medical needs or having a large family. Under WaterSure, your bills are capped at the average household charge for your water company.
Social Tariffs: Many water companies offer their own discounted tariffs for customers on low incomes or certain benefits. These can reduce your water bills significantly.
Hardship Funds and Trusts: Some water companies run charitable trusts or hardship funds. These can provide grants to clear water bill debts or help with ongoing payments.
Flexible Payment Plans: If you’re in temporary financial difficulty, your water supplier may agree to a payment plan that spreads your bill over a longer period or temporarily reduces your payments.
How to Apply for Grants, Discounts, or Hardship Funds
Applying for help is usually straightforward, but the process can vary depending on the scheme and your water company. Generally, you’ll need to:
Contact Your Water Supplier: Start by speaking to your water company’s customer service team. They can explain what support is available and help you with the application process.
Complete an Application Form: For most schemes, you’ll be asked to fill out a form, either online or by post. You may need to provide evidence of your income, benefits, or medical needs.
Provide Supporting Documents: This could include recent benefit statements, medical certificates, or proof of household members.
Await a Decision: The water company or trust will assess your application and let you know if you’ve been accepted, and what help you’ll receive.
It’s important to apply as soon as you realise you’re struggling, as support is often available before debts build up. If you’re also facing high energy costs, you may want to explore grants and benefits to help you pay your energy bills for additional support.
Eligibility Criteria
Eligibility varies depending on the assistance program:
WaterSure: You must be on certain income-related benefits (such as Universal Credit, Income Support, or Pension Credit) and either have a medical condition requiring high water use or three or more children under 19 living at home.
Social Tariffs: Each water company sets its own rules, but typically you need to be on a low income or receiving means-tested benefits.
Hardship Funds: These are usually for customers in serious financial difficulty, often with existing water bill arrears, and you may need to show you’ve tried other ways to pay.
Payment Plans: Generally available to anyone struggling temporarily, regardless of benefit status.
If you’re unsure which schemes you qualify for, your water supplier’s website or customer service team can provide guidance.
Practical Tips
Act Early: Don’t ignore letters or overdue notices – early contact increases your options.
Gather Documents: Having proof of income, benefits, or medical needs to hand can speed up your application.
Ask About All Options: Some companies have multiple schemes; make sure you’re considered for all the help you might be eligible for.
Financial assistance programs are there to ensure everyone can access clean water without facing unmanageable debt. If you need further guidance, don’t hesitate to seek advice or explore related topics to help you manage your household bills more effectively.
Water Company Assistance Schemes
Water Company Assistance Schemes
Most water companies in the UK offer a range of assistance schemes to help customers who are struggling to pay their water bills. These schemes are designed to make payments more manageable, prevent debt from building up, and ensure everyone has continued access to essential water services.
Types of Support Schemes
1. Payment Plans
If you’re finding it difficult to pay your bill in one go, you have the right to ask your water company for a payment plan. Under the Water Industry Act 1991, water suppliers must consider reasonable requests for alternative payment arrangements. This could mean spreading your payments weekly, fortnightly, or monthly, rather than just once or twice a year.
2. Social Tariffs
Many water companies offer reduced tariffs, known as ‘social tariffs’, for customers on low incomes or certain benefits. These tariffs can significantly lower your bill, depending on your circumstances. Each company sets its own criteria, but you’ll usually need to provide evidence of your income or benefits.
3. WaterSure Scheme
If you’re on certain benefits and need to use a lot of water due to a medical condition or because you have a large family, you may qualify for the WaterSure scheme. This government-backed scheme caps your annual bill, so you won’t pay more than a set amount, regardless of your actual usage.
4. Hardship Funds
Some water companies have hardship funds or charitable trusts that can help pay off arrears if you’re in serious financial difficulty. These funds are discretionary, and you’ll usually need to show that you’ve tried other options first.
5. Payment Breaks and Breathing Space
If you’re facing a short-term crisis, such as losing your job or a sudden illness, you can ask your water company for a temporary payment break or reduced payments. Under Ofwat’s guidelines, companies are expected to treat customers fairly and consider individual circumstances.
How to Contact Your Water Provider for Help
If you’re struggling to pay your bill, contact your water company as soon as possible. Every company has a dedicated customer service team trained to help with payment difficulties and can explain what support is available.
Find your water company’s contact details on your latest bill or their official website.
Explain your situation clearly, including any changes in your circumstances (such as loss of income, illness, or increased household needs).
Ask about all available schemes, including payment plans, social tariffs, WaterSure, and any hardship funds.
Provide any requested evidence, such as proof of income or benefits, to help process your application quickly.
Remember, water companies cannot disconnect domestic customers for non-payment (Water Industry Act 1999), but debts can still build up, so it’s important to seek help early. If you feel you’re not being treated fairly or your request is refused without good reason, you have the right to make a formal complaint.
Taking proactive steps and communicating openly with your water supplier can help you manage your bills and avoid further financial stress.
Government and Local Authority Support
Government and Local Authority Support
If you’re struggling to pay your water bills, you may be able to get help from government benefits or local authority schemes. These forms of support are designed to make essential utilities more affordable for people on low incomes or facing financial hardship.
Government Benefits and Water Bills
While there isn’t a specific government benefit dedicated solely to water bills, several means-tested benefits can increase your overall income, making it easier to manage household expenses, including water charges. For example, Universal Credit, Pension Credit, Income Support, and Employment and Support Allowance (ESA) can all help boost your budget. If you receive these benefits, you may also be eligible for additional water bill support schemes offered by your water supplier or local council.
WaterSure Scheme
Under the Water Industry (Charges) (Vulnerable Groups) Regulations 1999, the WaterSure scheme helps certain customers in England and Wales who are on a water meter and receive income-related benefits. If you qualify, your water bill will be capped, regardless of how much water you use. To be eligible, you must either have a medical condition that requires extra water use or have three or more children under 19 living at home.
Local Authority Grants and Support
Some local councils offer discretionary grants or crisis payments to help residents with essential bills, including water. These schemes vary depending on where you live and are often part of a wider Local Welfare Assistance programme. Support may be available if you are facing an emergency, such as a sudden loss of income, or if you are at risk of disconnection.
Local authorities also work closely with water companies to identify vulnerable households and provide tailored support, which may include payment plans or referrals to debt advice services.
How to Check if You Qualify
Eligibility for government benefits and local council support usually depends on your income, savings, and personal circumstances. Key factors include:
Whether you receive means-tested benefits
Your household size and makeup
Any medical conditions that increase your water usage
Whether you are in financial crisis or at risk of arrears
To find out if you qualify, contact your local council or use online benefits calculators. You can also approach your water supplier, who can advise on schemes like WaterSure or refer you to local support.
How to Apply for Support
Check your eligibility: Gather details about your income, benefits, and household situation.
Contact your local council: Ask about any grants or crisis payments for utility bills.
Speak to your water supplier: They can explain available schemes and help with the application process.
Complete any forms: Be ready to provide evidence, such as benefit award letters or medical certificates.
Follow up: If you don’t hear back promptly, contact the council or supplier to check the status of your application.
Common Questions
Can I get help if I’m not on benefits?
Some local authority schemes consider exceptional circumstances, even if you’re not on benefits. Always check with your council.
Will applying for help affect my credit rating?
No, applying for government or council support will not impact your credit score.
What if my application is refused?
You can ask for a review or appeal the decision. If you need further help, consider seeking free legal advice or support from a local advice centre.
Understanding your options and seeking help early can make a real difference in managing your water bills and avoiding further financial difficulties.
Charity and Third-Party Support
Charity and Third-Party Support
If you are struggling to pay your water bills, various charities and independent organisations across the UK can offer valuable support. These groups provide emergency financial help, practical advice, and guidance to help you manage your water costs and avoid further debt.
Emergency Financial Help for Water Bills
Some charities can provide grants or one-off payments to help cover overdue water bills or prevent disconnection. For example, national charities such as Turn2us and the Citizens Advice network may connect you with hardship funds or local schemes. In addition, some water companies have their own charitable trusts, such as the Thames Water Customer Assistance Fund or the United Utilities Trust Fund, which consider applications from customers facing genuine financial hardship.
These charitable schemes are designed to help people who have exhausted other options, such as payment plans or government support. Eligibility criteria often include demonstrating financial need, providing details about your income and expenditure, and showing that you have tried to manage your bills proactively. It’s important to gather relevant documents, such as recent bills, proof of income, and evidence of your circumstances, before applying.
Free Advice and Support Services
Free, confidential advice is available from a range of third-party organisations. Citizens Advice offers guidance on dealing with water debt, understanding your rights, and negotiating with your supplier. Other organisations, such as StepChange and National Debtline, provide specialist debt advice, including help with prioritising bills and creating affordable repayment plans.
You can also seek help from local welfare rights services, council-run advice centres, or community groups. These services can explain your legal rights under the Water Industry Act 1991, which sets out the responsibilities of water suppliers and the protections available to customers. For example, water companies cannot disconnect domestic customers for unpaid bills, and they must consider your ability to pay when setting up repayment arrangements.
If you have a disability, long-term illness, or other specific needs, many charities and advice services can help you access additional support, such as the Priority Services Register. This register ensures that vulnerable customers receive extra help, including accessible bills and advance notice of supply interruptions.
Practical Steps
If you are in financial difficulty, contact your water supplier first to discuss payment options. Many suppliers have dedicated teams to support customers in hardship and can refer you to their charitable funds or partner organisations. If you need further assistance, reach out to a trusted charity or advice service for guidance on the best steps to take.
Remember, seeking help early can prevent your situation from worsening and may open up more options for support. Charities and third-party organisations are there to help you understand your rights, access financial assistance, and get back on track with your water bills.
Resolving Disputes and Managing Water Bill Issues
If you think your water bill is incorrect or unfair, it’s important to act quickly to resolve the issue. Here are the steps you should take to manage water bill problems and understand your rights:
1. Check Your Bill and Gather Evidence
Start by carefully reviewing your water bill. Make sure the meter readings match your own records, and check for any estimated readings or unexplained charges. Compare your usage to previous bills – sudden increases could indicate a leak or an error. Gather evidence such as photographs of your meter, previous bills, and any correspondence with your water company.
2. Contact Your Water Supplier
Reach out to your water company’s customer service team as soon as possible. Explain your concerns clearly and provide any evidence you have. Most companies have a process for reviewing disputed bills and may send someone to check your meter or investigate further. Keep a note of who you speak to, the date, and what was discussed.
3. Make a Formal Complaint
If you’re not satisfied with the response or your issue isn’t resolved, you have the right to make a formal complaint. Each water company must follow the rules set out by Ofwat, the water industry regulator, and have a published complaints procedure. You can usually find details on their website or by contacting them directly. When making a formal complaint, set out your issue in writing, include supporting evidence, and state what outcome you’re seeking.
4. Independent Dispute Resolution
If your complaint remains unresolved after following your water company’s complaints process, you can escalate the issue to an independent body. In England and Wales, the Consumer Council for Water (CCW) offers free help and can investigate disputes between customers and water companies. If the matter is still not resolved, you may be able to take your case to the Water Redress Scheme (WATRS), which provides an independent, legally binding decision.
5. Get Legal Advice
In complex cases – such as large disputed amounts, ongoing billing errors, or if you feel your legal rights have been breached – it may be helpful to seek legal advice. You have protections under the Water Industry Act 1991 and other consumer laws, which set out your rights regarding fair billing and dispute resolution.
6. Related Support for Utility Bill Problems
If you’re struggling with other household bills, you may find it useful to look at guidance on problems with your energy bill for additional tips on handling disputes and managing costs across different utilities.
By following these steps and understanding your legal rights, you can take control of water bill issues and ensure any disputes are handled fairly and transparently. If you need more help, don’t hesitate to seek independent advice or escalate your complaint through the proper channels.
Checking Your Bill for Errors
Checking Your Bill for Errors
It’s important to check your water bill carefully, as mistakes can happen and may lead to you paying more than you should. Understanding common billing errors and knowing how to challenge them can help you avoid unnecessary costs.
Common Billing Mistakes
Water bills can contain errors for a variety of reasons. Some of the most frequent issues include:
Incorrect Meter Readings: Your bill may be based on an estimated reading rather than an actual one, especially if your meter is hard to access. Estimated bills can sometimes be much higher or lower than your actual usage.
Wrong Tariff or Charges: You might be charged the wrong rate, especially if your household circumstances have changed (for example, if you qualify for a social tariff but have not been moved onto it).
Duplicate Charges: Occasionally, charges for the same period or service may appear more than once.
Misapplied Discounts or Exemptions: If you are eligible for a discount, such as the WaterSure scheme or a disability reduction, check that it has been applied correctly.
Incorrect Personal Details: Errors in your address or account number can sometimes lead to you being billed for someone else’s usage.
How to Identify Errors
Compare Usage: Look at your current bill and compare it to previous bills. If you notice a sudden spike or drop in usage that you can’t explain, it could be a sign of a mistake.
Check Meter Readings: Your bill should show the meter readings used to calculate your usage. Compare these to the actual reading on your water meter. If the numbers do not match or seem out of line, raise this with your supplier.
Review Charges: Make sure all charges on your bill are clear and you understand what you’re being billed for. Look out for any unfamiliar fees or unexplained increases.
Review Dates: Check that the billing period is correct and there is no overlap or missing period that could lead to overcharging.
Requesting a Meter Reading or Bill Review
If you suspect your bill is wrong, you have the right to ask your water company to investigate. Under Ofwat’s guidelines and the Water Industry Act 1991, water companies must provide accurate billing and address customer queries promptly.
Request an Actual Meter Reading: Contact your supplier and ask them to send someone to take a new, actual reading of your water meter. You can also provide your own reading by noting the numbers on your meter and sharing them with the company.
Ask for a Bill Review: If the problem is not with the meter reading, request a full review of your bill. Explain why you think there’s an error and provide any evidence you have (such as previous bills or photos of your meter).
Keep Records: Always keep copies of your correspondence and take notes of any phone calls, including the date, time, and name of the person you spoke to.
Timeframes: Water companies are required to respond to billing queries within a reasonable time, usually within 10 working days.
What If the Error Isn’t Resolved?
If your water supplier does not correct the mistake or you are not satisfied with their response, you have the right to escalate your complaint. There are formal complaints procedures in place, and you can ultimately refer unresolved issues to the Consumer Council for Water (CCW) or, in some cases, to Ofwat for further investigation.
By checking your bill for errors and knowing your rights, you can make sure you only pay for what you use and get any help you are entitled to.
Making a Formal Complaint
Making a Formal Complaint
If you are unhappy with the service from your water company – perhaps due to billing errors, poor customer service, or issues with water quality – you have the legal right to make a formal complaint. Water companies in England and Wales are regulated by Ofwat and must follow specific rules for handling complaints, as set out in the Water Industry Act 1991 and the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008.
How to File a Complaint with Your Water Company
Start by contacting your water company directly. You can usually do this by phone, email, or letter. Most companies have a dedicated complaints team or process, which you can find on your latest bill or the company’s website. When making your complaint, be clear about:
What the problem is (for example, a disputed bill or a service interruption)
When the issue occurred
What steps you have already taken to resolve it
What outcome you are seeking (such as a correction, refund, or apology)
Keep copies of any correspondence and make a note of dates and names of anyone you speak to. This can be important if you need to escalate your complaint later.
What to Expect During the Complaint Process
Once you submit your complaint, your water company is required to respond within a reasonable time – usually within 10 working days, as recommended by Ofwat’s Guaranteed Standards Scheme (GSS). They should acknowledge your complaint, investigate the issue, and provide a clear response outlining their decision and any action they will take.
If your complaint is about billing, the company should not take enforcement action (such as starting court proceedings) while your complaint is being investigated. If they fail to meet the required response times or standards, you may be entitled to compensation under the GSS.
If you are not satisfied with the company’s response, you have the right to ask for your complaint to be reviewed at a higher level within the company. This is sometimes called a “stage two” or “senior manager” review. The company should explain how you can do this.
If, after following the company’s full complaints process, you still feel your issue has not been resolved, you can take your complaint to the Consumer Council for Water (CCW), which offers free and independent help. In some cases, unresolved disputes may be referred to Ofwat or the Water Redress Scheme (WATRS) for a final decision.
Making a formal complaint is an important way to protect your rights and ensure fair treatment. The law requires water companies to treat complaints seriously and respond promptly, so don’t hesitate to use this process if you are facing difficulties.
Independent Dispute Resolution
Independent Dispute Resolution
If you’ve tried to resolve a problem with your water bill or service directly with your water company and are not satisfied with their response, you have the right to escalate your complaint. Independent dispute resolution services can help you get a fair outcome without needing to go to court.
The Role of the Consumer Council for Water (CCW)
The Consumer Council for Water (CCW) is the main independent body representing water consumers in England and Wales. CCW offers free, impartial advice and can step in to help resolve complaints between customers and their water companies or retailers. If you’ve reached a deadlock with your supplier – meaning you’ve received a final response but still disagree with the outcome – CCW can review your case and work to find a solution.
CCW can assist with issues such as:
Disputes over billing errors or unexpected charges
Problems with water meter readings
Concerns about water quality or supply interruptions
Unfair debt collection practices
CCW does not have legal powers to enforce decisions, but their involvement often leads to a quicker and fairer resolution. They will liaise with your water company on your behalf and may recommend compensation, corrections to your account, or changes to company procedures.
When to Escalate a Dispute
You should escalate your complaint to an independent body if:
You’ve followed your water company’s complaints process and are still unhappy with the outcome.
Your complaint has reached “deadlock” (the company has given its final response).
You haven’t received a satisfactory response within eight weeks of raising your complaint.
Before escalating, make sure you keep a record of all correspondence and evidence, such as bills, emails, and notes from phone calls. This will help independent bodies understand your situation fully.
Using Ombudsman Services
In some cases, if your dispute is not resolved by the water company or CCW, you may be able to take your complaint to an ombudsman service. Ombudsman schemes are independent and have the authority to investigate complaints and, where appropriate, order companies to put things right.
You can learn more about how to use ombudsman services and what to expect from the process by visiting Ombudsman Services from Citizens Advice. This resource explains the types of ombudsman available, how to apply, and the kinds of outcomes you might receive, such as apologies, compensation, or corrective action.
Legal Rights and Guidance
Under the Water Industry Act 1991, water companies must have a clear complaints process and respond to issues within a reasonable timeframe. If you believe your legal rights have not been respected, independent dispute resolution can help you enforce those rights without going to court.
For more detailed information on your rights and how to manage water bill disputes, visit the Consumer Council for Water. If you’re unsure about the best next step, Citizens Advice also provides guidance on Ombudsman Services.
By using these independent services, you can ensure your concerns are heard and work towards a fair resolution to your water bill dispute.
Seeking Legal Advice
Seeking Legal Advice
If you’re struggling with water bills or facing a complex dispute with your water supplier, legal advice can help you understand your rights and find the best way forward. Here’s what you need to know about getting support and the protections available to you.
Where to Find Free or Low-Cost Legal Advice
There are several ways to access legal advice in the UK without high costs:
Citizens Advice: Local Citizens Advice centres offer free, confidential guidance on water bill problems, including dealing with arrears, understanding your rights, and negotiating with suppliers.
Law Centres: Many communities have law centres that provide free legal advice on consumer issues, including utility bills.
Legal Aid: While legal aid is limited for most consumer disputes, you may qualify if your case involves serious hardship or if you are at risk of losing essential services.
Pro bono services: Some solicitors and legal charities run clinics where you can get free initial advice on your situation.
Ombudsman Services: If you’ve already complained to your water supplier and are not satisfied with their response, the Consumer Council for Water and the Water Redress Scheme (WATRS) can offer free dispute resolution and guidance.
Your Rights and Options in Complex Disputes
Water customers in England and Wales are protected by laws such as the Water Industry Act 1991 and the Water Industry (Charges) (Vulnerable Groups) Regulations 1999. These set out your rights to a fair billing process, accurate metering, and access to support if you are struggling to pay.
If you believe you have been unfairly treated – for example, if you are being charged for a leak you reported promptly, or your supplier is threatening disconnection without following the correct procedures – you have legal grounds to challenge their actions. Water companies are not allowed to disconnect domestic customers for unpaid bills (Water Industry Act 1999), and must follow strict rules on debt collection and support for vulnerable customers.
In complex disputes, legal advice can help you:
Understand whether your supplier has breached its legal duties.
Gather evidence and build your case, such as keeping records of correspondence and bills.
Write formal complaints and escalate them if needed.
Assess whether you could take your case to the Water Redress Scheme or even to court if other options fail.
If you’re unsure about your position or feel overwhelmed by the process, don’t hesitate to seek help. Legal professionals and advice services can clarify your options and support you through each step, ensuring your rights are protected and you get a fair outcome.
Managing Your Water Costs and Related Household Bills
Managing your water costs is an important part of keeping your overall household bills under control. With rising living expenses, it’s helpful to know practical ways to reduce your water usage, understand how water bills fit into your broader budget, and find out what support is available if you’re struggling to pay.
Tips for Reducing Water Usage and Lowering Bills
Small changes in daily habits can make a noticeable difference to your water bill. Here are some straightforward ways to cut water use and save money:
Fix leaks promptly: Even a dripping tap can waste thousands of litres of water each year.
Install water-saving devices: Many water suppliers offer free or discounted items like shower timers, tap aerators, or dual-flush toilet devices.
Shorten showers: Reducing shower time by just a few minutes can significantly lower your water consumption.
Use appliances efficiently: Wait until you have a full load before running your washing machine or dishwasher, and choose eco-friendly settings if available.
Turn off taps: Don’t leave taps running when brushing your teeth or washing up.
Collect rainwater: Use a water butt to collect rainwater for watering your garden instead of using a hose connected to the mains.
By adopting these habits, you not only lower your bills but also help conserve water – a valuable resource.
Water Bills and Other Household Expenses
Water bills are just one part of your regular outgoings, alongside rent, energy, and other essential costs. If you’re finding it hard to keep up with payments, it’s important to look at your finances as a whole. For example, energy costs often rise and fall with the seasons, while rent is usually a fixed monthly expense. Creating a budget that covers all your bills can help you see where your money goes and spot areas to save.
If you’re also struggling with electricity or gas costs, you may find it useful to review these energy management tips to help reduce your overall household spending.
Similarly, if you have concerns about keeping up with rent or have fallen behind, our guide to unpaid rent and rent arrears explains your rights and the steps you can take.
Budgeting and Accessing Wider Financial Support
Creating a simple budget is one of the best ways to stay on top of your bills. Start by listing your monthly income and all essential outgoings – including water, energy, rent, and food. This will help you identify any shortfall or areas where you might be able to cut back.
If you’re struggling to pay your water bill, you may be eligible for help such as:
Social tariffs: Some water companies offer reduced rates for customers on low incomes or certain benefits.
Payment plans: Water suppliers are legally required to consider affordable payment plans if you’re in arrears.
Grants and hardship funds: Many suppliers have schemes to support customers facing financial hardship.
Under the Water Industry Act 1999, suppliers cannot disconnect domestic customers for unpaid water bills, so you cannot legally be cut off. However, it’s important to communicate with your supplier early if you’re having trouble paying – they can help you find a manageable solution and may be able to direct you to additional support.
Remember, managing your water bill effectively often goes hand-in-hand with managing other essential costs. Taking action early, seeking advice, and exploring all available support can help you regain control of your finances.
Water-Saving Tips to Reduce Bills
Water-Saving Tips to Reduce Bills
Reducing your water usage at home is one of the most effective ways to lower your water bills and help protect the environment. In the UK, water conservation is not just good practice – it is also supported by national legislation such as the Water Resources Act 1991, which sets out important rules on water management and sustainable use. Here are some practical steps you can take to save water and money:
Simple Ways to Conserve Water at Home
Fix Leaks Promptly: Even a small dripping tap or leaking toilet can waste thousands of litres of water a year. Regularly check your pipes, taps, and appliances for leaks and arrange repairs quickly.
Take Shorter Showers: Cutting your shower time by just a few minutes can save significant amounts of water. Consider using a timer to keep showers brief.
Turn Off Taps When Not in Use: Don’t leave the tap running while brushing your teeth, shaving, or washing dishes. Simple habits like turning off the tap can make a big difference over time.
Use a Bowl for Washing Up: When washing dishes by hand, fill a bowl rather than letting the tap run. This uses much less water and can help reduce your bill.
Collect Rainwater: If you have a garden, use a water butt to collect rainwater for watering plants instead of using a hose connected to your mains supply.
Benefits of Water-Efficient Appliances and Fixtures
Upgrading to water-efficient appliances and fixtures can further reduce your water usage and lower your bills. Many modern products are designed to use less water without sacrificing performance. For example:
Dual-Flush Toilets: These toilets offer two flush options – one for liquid waste and one for solids – helping you use only as much water as needed.
Low-Flow Showerheads and Taps: These fittings limit water flow without affecting pressure, making them an easy way to cut down on daily water use.
Efficient Washing Machines and Dishwashers: Appliances with high efficiency ratings use less water per cycle, which can add up to substantial savings over time.
Many water companies offer free or discounted water-saving devices, so it’s worth checking with your supplier to see what’s available.
Legal Context for Water Conservation
The Water Resources Act 1991 provides the legal framework for water management in England and Wales. This Act encourages efficient water use and gives water companies the authority to promote water-saving measures among customers. By adopting water conservation habits and using efficient appliances, you are not only saving money but also supporting the responsible management of the UK’s water resources.
Making small changes at home can have a big impact on your water bill and the environment. For more advice on managing your water costs and understanding your rights, explore our other sections on financial assistance and resolving disputes with your water supplier.
Coordinating Help for Multiple Bills
If you’re struggling to pay both your water and energy bills, you’re not alone – many households face difficulties managing multiple essential costs, especially during periods of rising prices. The good news is that support is available, and you can often coordinate help across different bills to make things more manageable.
Seeking Help for Water and Energy Bills
When you find it hard to keep up with both water and energy payments, it’s important to act quickly. Contact your water and energy suppliers as soon as possible; they are legally required to consider your circumstances and may offer payment plans or temporary relief. Under the Water Industry Act 1991 and the Utilities Act 2000, suppliers must treat customers fairly, especially those in financial difficulty.
Most suppliers have dedicated teams to help vulnerable customers. They may be able to:
Set up affordable payment arrangements
Offer short-term payment breaks
Provide advice on reducing usage to lower bills
Combined Support Programs
While water and energy companies usually run separate assistance schemes, some charities and local authorities offer combined support for people struggling with multiple household bills. For example, local welfare assistance schemes can sometimes help with both water and energy costs, depending on your location and circumstances.
Additionally, if you receive certain benefits or have a low income, you might qualify for social tariffs or hardship funds from both your water and energy suppliers. These programmes are designed to reduce your bills or clear arrears.
Practical Steps and Further Support
Start by gathering information about your income, outgoings, and any debts you owe. This will help when discussing your situation with suppliers or applying for support schemes. If you’re already in arrears, ask your suppliers about their hardship funds or trust funds.
If you’re having problems with your energy bill, there are specific steps you can take to resolve disputes or challenge incorrect charges. It’s also worth exploring the grants and benefits to help you pay your energy bills, as you may be eligible for extra help alongside any water bill support you receive.
Remember, you have legal rights to fair treatment and access to assistance if you’re struggling financially. Don’t hesitate to reach out for help – coordinating support across your water and energy bills can make a real difference in easing financial pressure.
Budgeting and Financial Planning
Budgeting and Financial Planning
Managing your household budget effectively is one of the best ways to stay on top of your water bills and avoid financial stress. Careful planning can help you prioritise essential costs, spot potential shortfalls early, and make informed decisions about your spending.
Practical Tips for Managing Your Household Budget
Start by listing all your regular income sources, such as wages, benefits, or pensions. Next, write down all your monthly outgoings, including rent or mortgage, council tax, energy bills, groceries, and, of course, your water bill. Don’t forget to include less frequent expenses, like annual insurance payments or school costs – dividing these by 12 gives you a monthly figure to include.
Once you have a clear picture of your income and expenses, look for areas where you might be able to cut back. For example, small changes like reducing water usage, being mindful of energy consumption, or switching to cheaper brands at the supermarket can make a big difference over time.
If your water bill feels high, check whether you could benefit from a water meter. Households with fewer occupants than bedrooms often save money this way. Many water companies offer free water-saving devices to help you reduce usage. Make sure you’re on the most suitable tariff and, if you’re struggling, ask your supplier about any available social tariffs or payment plans.
Getting Advice on Debt and Financial Difficulties
If you’re finding it hard to keep up with your bills, it’s important to seek help early. Under the Water Industry Act 1991, water companies must offer support to customers in financial difficulty. This could include flexible payment plans, payment breaks, or access to hardship funds. You have a legal right to request reasonable adjustments to your payment arrangements if you are struggling.
For broader financial concerns, free and confidential advice is available from a range of organisations. Trained advisers can help you review your finances, negotiate with creditors, and understand your rights. They can also help you check if you’re entitled to any benefits or grants that could ease your situation.
Remember, you cannot be disconnected from your water supply for non-payment of domestic water bills, thanks to legal protection under the Water Industry Act 1999. However, debts can still build up and lead to further action, so it’s best to address problems as soon as possible.
Taking control of your budget and seeking advice when needed can make a real difference, helping you manage your water bills and avoid unnecessary stress.
Special Situations: Moving Home and Business Water Services
When you move home or manage a business, your water services and bills can change in important ways. Understanding your rights and responsibilities during these transitions can help you avoid unexpected charges or service interruptions.
Moving Home: What to Do About Your Water Bills
If you’re moving house, it’s important to notify your water supplier as soon as possible. Most suppliers require at least 48 hours’ notice, but check your supplier’s policy to be sure. You’ll need to provide your moving date and final meter reading (if you have a water meter). This helps ensure you only pay for the water you’ve actually used and avoid being billed for the next occupant’s usage.
Failing to update your details can lead to disputes or continued liability for bills at your old address. For step-by-step guidance on what to do, visit our page on moving home and water bills.
If you’re moving into a new property, check whether it’s on a meter or charged at a fixed rate. If you think a water meter would save you money, you have the legal right to request one in most cases, unless your property is difficult to access for meter installation.
Business Owners: Managing Your Water Services
For business premises, water services are handled differently than for households. Since the water market in England was deregulated, businesses can choose their water supplier. This means you can shop around for better rates or service packages that suit your needs.
It’s essential to keep your business account details up to date when you move premises or make changes to your operation. This includes providing accurate meter readings and confirming the start or end date of your tenancy. If you’re looking for tools to help manage your business water account, you can access your Clear Business Water login and management portal for account updates, billing information, and service requests.
Remember, business water contracts may have different notice periods and terms than domestic agreements. Review your contract carefully to avoid early exit fees or unexpected charges.
Water Billing During Transitions
Whether you’re moving home or business premises, you’re legally responsible for water charges up to the date you move out. After you’ve moved, the new occupant becomes responsible for the bill. If you fail to inform your supplier, you could remain liable for any water used after you’ve left.
During transitions, keep copies of all correspondence with your water company, including meter readings and confirmation of your move date. If you encounter billing issues, such as being charged for a period you weren’t in the property, raise the matter promptly with your supplier. If you’re unable to resolve a dispute, you have the right to escalate your complaint according to the supplier’s official complaints procedure.
By staying proactive and following the correct steps, you can ensure a smooth transition and avoid unnecessary water bill problems, whether you’re moving home or managing business water services. For more help, explore our related resources on legal rights and financial assistance for water bills.
Water Bills When Moving Home
Water Bills When Moving Home
When you move home in the UK, it’s important to manage your water account properly to avoid unexpected charges or disputes. Here’s what you need to know about notifying your water company, dealing with outstanding bills, and arranging final meter readings.
Notifying Your Water Company
By law, you are required to inform your water supplier when you move out of a property. Most water companies ask for at least 48 hours’ notice, but it’s best to check your supplier’s specific requirements. You can usually notify them online, by phone, or in writing. Provide details such as your moving date, your old and new addresses, and a forwarding address for any final bills.
If you are moving into a new property, contact the local water supplier as soon as possible to set up your account. This helps ensure you receive accurate bills and prevents any confusion over responsibility for charges.
Final Meter Readings and Billing
If your property has a water meter, take a final meter reading on the day you move out. Give this reading to your water company when you notify them of your move. This ensures your final bill is based on your actual usage, not an estimate. If you do not provide a reading, your supplier may estimate your final bill, which could lead to you paying more than you owe.
For properties without a water meter (unmetered), you are usually charged up to the date you move out, based on an annual rate. Make sure to confirm your move-out date with your supplier so they can calculate your final bill correctly.
Handling Outstanding Bills
You are legally responsible for paying any outstanding water charges up to the date you move out. The Water Industry Act 1991 sets out your obligation to pay for water and sewerage services provided to your property. If you leave without settling your bill, the water company can pursue you for payment and may pass your details to debt collection agencies.
If you are moving into a property with unpaid water bills from the previous occupant, you are not responsible for their debts. The water company can only charge you from the date you move in and take over the supply.
Practical Tips
Always keep a record of your final meter reading and the date you notified your supplier.
Ask for written confirmation from your water company that your account has been closed or transferred.
If you are unsure who supplies water to your new home, your local council or the previous occupant can usually tell you.
By following these steps, you can ensure a smooth transition when moving home and avoid unnecessary water bill problems. If you face any disputes or difficulties, seek advice promptly to understand your rights and options.
Managing Business Water Services
Managing Business Water Services
Businesses in the UK are responsible for managing their own water supply and billing, which is different from domestic water services. Since the deregulation of the English and Scottish water markets (under the Water Act 2014 for England and the Water Services etc. (Scotland) Act 2005 for Scotland), non-household customers – including businesses, charities, and public sector organisations – can choose their water retailer. This means you are not tied to your local water supplier and can shop around for the best deal.
Understanding Business Water Bills
Business water bills are typically based on either a metered supply or a fixed rate, depending on your premises and usage. Metered billing charges you for the actual amount of water used, while unmetered billing is based on the rateable value of your property. Your bill will usually include charges for water supply, wastewater (sewerage) services, and sometimes surface water drainage.
It’s important to check your bill carefully to ensure you are being charged correctly. Common issues include incorrect meter readings, estimated rather than actual readings, or charges for services not received. If your business has multiple sites, you may be able to consolidate your bills for easier management.
Using Online Tools to Manage Your Account
Most water retailers now offer online account management tools designed specifically for business customers. Through these platforms, you can:
View and download bills: Access your billing history, download invoices, and keep track of payments.
Submit meter readings: Providing regular meter readings helps ensure your bills are accurate and reflect your actual usage, not estimates.
Monitor water usage: Many online systems display your water consumption trends, allowing you to spot unusual spikes that could indicate leaks or inefficient processes.
Update business details: Keep your contact and billing information up to date to avoid missed communications or bills.
Set up direct debits or payment plans: Manage how and when you pay your water bills to suit your business’s cash flow.
Practical Tips for Businesses
Compare retailers: Use your right to switch suppliers to find better rates or improved customer service.
Check your contract: Be aware of contract terms, notice periods, and any exit fees before making changes.
Seek support if struggling: If your business is having trouble paying water bills, contact your supplier early. They may offer payment plans or advice on managing costs.
Keep records: Maintain copies of bills, meter readings, and correspondence in case of disputes.
Legal Protections and Guidance
Business customers are protected by the rules set out by Ofwat (the Water Services Regulation Authority) and the relevant water legislation. Retailers must treat customers fairly, provide clear information, and handle complaints in line with the industry’s codes of practice. If you have a dispute with your water retailer that cannot be resolved directly, you may be able to escalate it to the Consumer Council for Water (CCW) or, ultimately, to Ofwat for further investigation.
By understanding your responsibilities and making use of available online tools, you can manage your business water services more effectively, avoid unnecessary costs, and ensure compliance with legal requirements.
