Understanding Your Water Supply in the UK
Understanding how your water supply works in the UK is essential for making sure you get the service you’re entitled to and know what to do if something goes wrong. Most homes and businesses receive water through a local water company, which is responsible for providing clean, safe water to your property and maintaining the public water mains. These companies are regulated by Ofwat and must meet strict standards set out in the Water Industry Act 1991 and the Water Supply (Water Quality) Regulations.
As a water customer, you have the right to a reliable supply of water that meets quality and safety standards. Water companies must inform you of planned interruptions and respond quickly to emergencies or supply issues. You also have the right to clear billing and the ability to challenge charges you think are incorrect. On your side, you’re responsible for paying your water bills on time and maintaining the pipes and fittings inside your property.
Knowing which company supplies your water is important, as they are your first point of contact for any questions, complaints, or requests for repairs. If you’re unsure who your supplier is, you can find your water company by postcode or find out who supplies your water in the UK for more guidance.
Understanding your rights and responsibilities as part of the wider picture of water services and rights in the UK will help you make informed decisions and know where to turn if you need help.
Who Owns and Manages Your Water Supply?
In the UK, water itself is considered a public resource and is not privately owned by individuals or companies. Instead, water companies are licensed by the government to collect, treat, and supply water to homes and businesses. If you’re curious about the details, you can learn more about who owns our water in the UK.
When it comes to the pipes, ownership is divided. Water companies are usually responsible for the main pipes that deliver water up to your property boundary. However, the pipes that run from the boundary into your home – known as supply pipes – are typically your responsibility as the property owner or tenant. For a clearer breakdown, see who owns the water pipes in the UK.
Understanding these distinctions is important because your rights and responsibilities depend on where a problem occurs. For example, if there’s a leak in the water main, your water company must arrange the repair. But if the issue is with your supply pipe, it’s usually up to you to fix it. Knowing who owns and manages each part of your water supply helps you respond quickly to any issues and understand who to contact if something goes wrong.
Your Rights and Responsibilities Regarding Water Supply
As a water customer in the UK, you have important rights and responsibilities to ensure your water supply remains safe and reliable. Water companies are required by law to provide a continuous supply of clean water that meets strict quality standards. These rights and obligations are set out in the Water Industry Act 1991, which outlines what you can expect from your water provider, as well as your own duties as a customer.
Your Rights:
You are entitled to a regular supply of water for domestic use, and your water company must make sure the water is safe to drink and use. If there are planned interruptions or emergencies affecting your supply, your provider must inform you in advance whenever possible and take steps to restore service quickly. If your supply is disrupted for extended periods, you may be eligible for compensation.
Your Responsibilities:
While your water company is responsible for the mains supply up to your property boundary, you are responsible for maintaining the plumbing inside your home. This includes fixing leaks, preventing contamination, and ensuring your pipes are in good condition. If you’re considering doing plumbing work yourself, it’s important to understand the rules – see are you allowed to do your own plumbing UK for more details.
Disconnections and Interruptions:
Generally, it is illegal for a water company to disconnect your domestic water supply because of unpaid bills – learn more about is it illegal to cut off someone’s water supply in the UK. However, there are limited circumstances where water can be temporarily interrupted, such as for essential maintenance or emergency repairs, but your provider must follow strict procedures and minimise disruption.
By understanding your rights and responsibilities, you can help ensure your water supply remains safe and reliable, and know what to do if problems arise. For more information on your legal protections, you can review the Water Industry Act 1991.
Water Quality and Safety
Water Quality and Safety
In the UK, your water company is legally required to provide water that is safe to drink and meets strict quality standards. These standards are set out in the Water Supply (Water Quality) Regulations 2016, which ensure that your tap water is regularly tested for safety, cleanliness, and taste.
If you notice any changes to your water – such as an unusual taste, smell, or colour – it’s important to contact your water supplier straight away. They are responsible for investigating and addressing any potential issues. If you are concerned about your health or safety, you can also contact your local council’s environmental health department for advice.
Visitors and newcomers to the UK often wonder if tap water is safe to drink. For more information, see our page on can foreigners drink UK tap water, which explains what you need to know if you are new to the country or just visiting.
If you have ongoing concerns about water quality or feel your supplier is not meeting its obligations, you have the right to make a complaint and seek further help.
Water Meters and Billing
Water meters measure the exact amount of water you use in your home, rather than charging you a fixed rate based on your property’s size or value. Having a water meter can help you monitor your usage and potentially save money if you use less water. Water companies install meters in many homes, and in some cases, you may be able to request one if you don’t already have it.
If you’re unsure whether your property is metered, you can find guidance on how to check by visiting does my property have a water meter UK. This can help you understand how your bills are calculated and whether switching to a meter might be beneficial.
Your rights regarding water bills are protected by law. The Water Industry Act 1991](https://www.legislation.gov.uk/ukpga/1991/56/contents) sets out the responsibilities of water companies and your rights as a customer, including how charges are set and what to do if you have a dispute. Water bills can usually be paid in a variety of ways, such as direct debit, online, or by phone. For more information on the different ways to pay, see [paying your water bill.
If you are struggling to pay your water bill, support is available. You can find advice and possible solutions on problems with paying your water bill.
Water bill pricing and company practices are overseen by Ofwat, the regulator for water services in England and Wales. Ofwat ensures that charges are fair and that customers are treated properly by water companies.
Managing Problems With Your Water Supply
Managing Problems With Your Water Supply
It’s not uncommon to experience issues with your water supply, such as interruptions, shortages, or poor service. These problems can be inconvenient, but knowing your rights and the steps to take can help you resolve them more easily.
Common Issues:
Interruptions can happen due to maintenance work, bursts, or emergencies. Sometimes, you may face water shortages and restrictions to your supply, especially during periods of drought or high demand. Service quality problems, like low pressure or discoloured water, can also occur.
What to Do If Your Supply Is Cut Off:
If your water is unexpectedly interrupted, your water company must usually give you notice and restore service as soon as possible. Find out what to expect during interruptions to your water supply, including how long interruptions might last and what support you can receive. If you have no running water in house: know your rights and get help, including when you may be entitled to compensation.
Your rights in these situations are protected under the Water Industry Act 1991, which sets out the responsibilities of water companies and the standards of service you should expect.
Making Complaints and Seeking Help:
If you’re unhappy with the way your water company has handled a problem, you can follow the process for complaints about your water supply. This covers how to raise your concerns, what to expect from your water provider, and where to turn if you need further assistance.
Understanding your rights and knowing what steps to take can help you manage any problems with your water supply quickly and effectively.
Alternative Water Supply Options and Plumbing
If you’re considering alternative water supply options or want to know your rights around plumbing, there are a few important rules to be aware of.
Can you have your own water supply?
In the UK, most homes and businesses are connected to the public water supply, but it is possible to have a private water supply, such as a well or borehole, in certain circumstances. Private supplies must meet strict safety and quality standards set out in the Private Water Supplies Regulations. Local authorities are responsible for testing and monitoring private water supplies to ensure they are safe to use. For more details on what’s involved, see can you have your own water supply in the UK.
Choosing your water supplier
Unlike electricity and gas, most people in the UK cannot choose their water supplier – your water company is usually determined by where you live. There are some exceptions for non-household customers (such as businesses) in England and Scotland, where you may have more options. To understand your choices and how the system works, visit can you choose your water supplier UK.
Doing your own plumbing
If you’re thinking about carrying out plumbing work yourself, there are legal requirements to keep in mind. UK water regulations require that all plumbing work meets specific standards to protect water quality and prevent contamination. Some types of work must be notified to your local water supplier or carried out by an approved plumber. To find out more about the rules and your responsibilities, see are you allowed to do your own plumbing UK.
Maintenance, Repairs, and Shared Responsibilities
When it comes to maintaining your water supply, knowing who is responsible for repairs and upkeep is important. Generally, homeowners are responsible for the water pipes within their property boundary, up to the point where they connect with the public water main. Water companies are usually responsible for the mains and pipes beyond your property boundary.
Drains and sewerage systems can be more complex, especially if you share them with neighbours. If you’re unsure about your responsibilities, it’s helpful to check who is responsible for repairing drains and sewers to understand where your duties end and those of your water company or local authority begin. Shared drains – known as lateral drains – and sewers often fall under the responsibility of your local water company, but this can vary depending on the location and type of property. For more on this, see sewerage and shared drains.
If a repair is needed and it affects your water supply, you should contact your water company as soon as possible, especially if the problem is outside your property boundary. Water companies are regulated under the Water Industry Act 1991, which sets out the legal responsibilities for maintaining water and sewerage infrastructure. For further details about how these responsibilities are structured and enforced, you can also refer to the Sewerage Services Act 1991.
Understanding these shared and individual responsibilities can help you respond quickly if something goes wrong and ensure any necessary repairs are dealt with by the right people.
Tips for Managing Your Water and Energy Costs
Reducing your water usage is one of the most effective ways to lower your household bills. Simple actions like fixing dripping taps, taking shorter showers, and using a washing-up bowl instead of running the tap can make a noticeable difference. Many water companies offer free water-saving devices, so it’s worth checking with your supplier.
Managing water supply issues quickly – such as reporting leaks or dealing with low pressure – can help prevent wasted water and avoid higher costs. Under the Water Supply (Water Fittings) Regulations 1999, you’re responsible for maintaining the plumbing inside your property, while the water company is responsible for the pipes up to your boundary.
Water use also affects your energy bills, especially when heating water for baths, showers, or washing machines. Using appliances efficiently and only running full loads can help you save both water and energy. For more ways to cut your energy use while managing your water supply, see our energy management tips.
By making small changes and staying aware of your responsibilities, you can keep your water and energy costs under control.
