Understanding Interruptions to Your Water Supply
When we talk about interruptions to your water supply, we mean any situation where the flow of water to your home or business is stopped, reduced, or affected in quality. These interruptions can be planned or unplanned, and they may last for just a few minutes or extend over several hours or even days. Understanding why these interruptions happen, how they can impact you, and what your rights are is essential for protecting your wellbeing and property.
Common causes of water supply interruptions
Interruptions to water supply can happen for a variety of reasons. Some of the most common scenarios include:
Planned maintenance: Water companies often need to carry out maintenance or upgrade works on pipes, pumps, or treatment facilities. These planned works usually require temporary suspension or reduction of supply to certain areas. By law, water companies must give you at least 48 hours’ notice before planned interruptions, except in emergencies.
Emergency repairs: Unexpected problems, such as burst water mains, leaks, or equipment failures, can cause sudden disruptions. In these cases, your water company should work quickly to restore supply and keep you informed about the situation.
Extreme weather or natural events: Severe weather, such as flooding, drought, or freezing temperatures, can damage infrastructure and interrupt your water supply.
Contamination incidents: If there is a risk that water has become unsafe to drink, your supplier may temporarily stop or restrict the supply while they investigate and resolve the issue.
How interruptions affect you
A loss or reduction in water supply can disrupt many aspects of daily life. It may affect your ability to cook, clean, bathe, flush toilets, or operate household appliances. For businesses, interruptions can halt operations and lead to financial loss. In some cases, vulnerable customers – such as the elderly, young children, or those with medical needs – may face greater risks during water outages.
If you experience an interruption, it’s important to know what support your water company should provide. This may include alternative supplies, such as bottled water, especially for priority customers. If your property is damaged due to a supply issue, you may be entitled to compensation or help with repairs.
Why knowing your rights matters
Water companies in the UK are regulated and must follow strict rules under the Water Industry Act 1991 and the Guaranteed Standards Scheme (GSS). These rules set out how companies must communicate with you, how quickly they must restore supply, and what compensation you may be owed if they fail to meet their obligations.
Being aware of your rights during an interruption helps you ensure your needs are met and gives you confidence to take action if things go wrong. For a broader understanding of your entitlements and responsibilities as a water customer, see your water supply. This can help you prepare for interruptions and know what steps to take if you need to make a complaint or claim compensation.
Common Causes of Water Supply Interruptions
Common Causes of Water Supply Interruptions
Interruptions to your water supply can happen for a variety of reasons, some planned and others unexpected. Understanding the most common causes can help you know what to expect and who may be responsible for restoring your service.
Planned Maintenance and Repairs
Water companies regularly carry out scheduled maintenance to keep the water network in good working order. This might involve replacing old pipes, upgrading equipment, or carrying out essential repairs. In these cases, companies are required by law to give you advance notice – usually at least 48 hours – before interrupting your supply. Planned works are often scheduled during off-peak times to minimise disruption.
If you’re unsure about responsibility for repairs or maintenance near your property, it can help to know who owns the water pipes in the UK. Understanding pipe ownership clarifies whether the water company or the property owner is responsible for certain repairs.
Emergency Repairs: Burst Pipes and Contamination
Not all interruptions are planned. Emergency repairs are sometimes needed due to issues like burst water mains, leaks, or contamination of the water supply. These problems can happen suddenly and often require immediate action to protect public health and prevent property damage. Water companies must respond quickly and keep you informed about the situation, even if advance notice isn’t possible.
Unexpected Faults or Equipment Failures
Water supply can also be disrupted by unexpected faults in pumps, valves, or treatment plants. Equipment failures may lead to sudden drops in water pressure or a complete loss of supply. In these cases, water companies are obliged to restore service as quickly as possible and provide updates on progress.
Extreme Weather Events
Severe weather, such as heavy rainfall, flooding, droughts, or freezing temperatures, can have a major impact on water infrastructure. Flooding may damage pipes or treatment works, while freezing weather can cause pipes to burst. During these events, water companies must follow strict guidelines to manage risks and prioritise vulnerable customers.
Who Is Responsible?
Responsibility for dealing with interruptions usually lies with your local water company, but it’s important to understand who owns our water in the UK. This can help you determine who to contact and what support or compensation you may be entitled to if your supply is interrupted.
By knowing the common causes of water supply interruptions and your rights as a customer, you can be better prepared if your water service is affected. For more details on what to expect and how to raise concerns, explore the other sections of this page.
How Water Companies Must Inform You About Interruptions
When there is an interruption to your water supply, water companies in the UK are legally required to keep you informed, especially if the interruption is planned in advance. Understanding your rights and what information you should receive can help you stay prepared and know what to do if communication falls short.
Legal Requirements for Notification
Water companies must follow strict rules about notifying customers of planned interruptions. According to the Water Industry Act 1991, Section 66, companies must give you at least 48 hours’ written notice before carrying out planned works that will interrupt or cut off your water supply. This law ensures you have enough time to make arrangements for your daily needs.
How and When You Should Be Informed
Water companies use several methods to notify customers about planned interruptions. You may receive a letter, email, or text message directly from your supplier. In some cases, they may also put up local notices in your area, such as posters or signs in public places. The aim is to ensure that all affected customers are made aware of the interruption in good time.
It’s important to note that for unplanned interruptions – such as those caused by burst pipes or emergencies – water companies must still try to inform customers as soon as possible, using the quickest methods available.
If you are unsure who your water supplier is, learning how to find out who supplies your water in the UK can help you make sure you receive the right notifications and know who to contact if there’s a problem.
What Information You Should Receive
When you are notified about a planned interruption, the water company should provide clear details, including:
The expected start and end times of the interruption, so you can plan ahead.
The reason for the interruption, such as routine maintenance or essential repairs.
Any safety advice you need to follow, for example, whether you should store water in advance or boil water before use once the supply returns.
This information is designed to help you manage without water and stay safe until the normal supply is restored.
What to Do If You Do Not Receive Adequate Notice
If your water supply is interrupted and you did not receive proper notice – or if the information provided was unclear or insufficient – you have the right to raise the issue with your water company. Start by contacting your supplier and explaining the situation. If you are not satisfied with their response, you may be entitled to compensation or further support, depending on the circumstances and how the company handled the notification process.
For more details on your rights and what to expect during interruptions, make sure to check the guidance set out in the Water Industry Act 1991, Section 66. This legislation outlines the responsibilities of water companies and the protections in place for customers.
Knowing your rights and staying informed helps ensure that any interruptions to your water supply are managed as smoothly as possible.
Your Rights and Support During Water Supply Interruptions
When your water supply is interrupted, it’s important to understand your rights and what support you can expect from your water company. Here’s what you need to know if you’re affected by a loss of water supply in the UK.
Your Legal Rights to a Continuous Water Supply
You have a legal right to a continuous supply of clean and safe water to your property. Water companies are required by law to provide this service, except in certain circumstances such as emergency repairs, planned maintenance, or events outside their control (for example, extreme weather). These rights and the exceptions are set out in the Water Supply (Water Quality) Regulations 2016, which detail the standards water companies must meet and the situations where interruptions may be permitted.
If your supply is interrupted, water companies must take steps to restore it as quickly as possible and keep you informed about what’s happening. For more on how restrictions during shortages might affect you, see our guide to water shortages and restrictions to your supply.
Compensation for Long Interruptions
If your water supply is interrupted for an extended period, you may be entitled to compensation. Water companies operate compensation schemes under the Guaranteed Standards Scheme (GSS). Generally, if your supply is cut off for more than 12 hours without advance notice (or more than 24 hours for planned works), you could receive an automatic payment. The exact amount and eligibility will depend on how long the interruption lasts and whether you were properly notified.
If you believe you’re due compensation but haven’t received it, contact your water company directly. Make sure to keep records of the interruption, including times, dates, and any communications you received.
Support for Vulnerable Customers
Water companies offer extra help for customers who may be more affected by supply interruptions, such as older people, people with disabilities, or those with young children. If you’re on your supplier’s Priority Services Register, you could receive bottled water delivered to your home or other support tailored to your needs during an outage. If you’re not already registered and think you might qualify, contact your water company to sign up.
Managing During Water Supply Interruptions
When your water supply is disrupted, there are some practical steps you can take:
Store water in advance: If you receive notice of a planned interruption, fill clean containers with water for drinking, cooking, and washing.
Hygiene: Use hand sanitiser or wet wipes if you can’t wash your hands. Avoid using toilets that require flushing if you don’t have enough water.
Stay informed: Keep an eye on updates from your water company for the latest information on when your supply will be restored.
Check on vulnerable neighbours: Offer help if you can, especially to those who may not be able to collect water themselves.
If the interruption affects your ability to pay your water bill or you have concerns about charges during the outage, see our advice on problems with paying your water bill.
Understanding your rights and knowing what help is available can make dealing with a water supply interruption less stressful. For full details of your legal entitlements, you can read the Water Supply (Water Quality) Regulations 2016.
How to Raise Complaints About Water Supply Interruptions
If your water company does not manage interruptions to your supply properly, you have the right to raise a complaint and seek a resolution. Here are the steps you should follow to make sure your concerns are addressed effectively:
1. Contact Your Water Supplier First
Start by contacting your water company directly. You can usually find their contact details on your bill or their official website. Clearly explain the problem – whether it’s a lack of communication during an interruption, poor handling of alternative water supplies, or issues with compensation. Be sure to:
State when the interruption happened and how long it lasted.
Describe any impact the interruption had on you or your household.
Mention any previous attempts you’ve made to resolve the issue.
Most water companies are required by law to follow the Guaranteed Standards Scheme (GSS), which sets out how they must communicate with you and what compensation you may be entitled to if they fail to provide a continuous water supply or adequate notice of planned interruptions.
2. Keep Records and Evidence
To support your complaint, keep detailed records, including:
Dates and times of the interruption.
Any correspondence or notes from calls with your water company.
Photographs or videos showing the impact of the interruption, if relevant.
Copies of bills or receipts if you incurred extra costs due to the interruption.
Having this information will strengthen your case if you need to escalate your complaint.
3. Escalate Your Complaint
If you are not satisfied with your water company’s response, you can take your complaint further:
Consumer Council for Water (CCW): The CCW is an independent body that helps customers resolve disputes with water companies. If your supplier does not resolve your complaint within eight weeks, or you are unhappy with their final response, you can ask the CCW to investigate.
Water Services Regulation Authority (Ofwat): Ofwat regulates water companies in England and Wales. While Ofwat does not handle individual complaints, they can investigate serious or repeated breaches of water supply regulations.
For more detailed information about making a complaint, including templates and further guidance, see our page on complaints about your water supply.
4. Seeking Compensation
If your water company fails to meet its legal obligations – such as not giving adequate notice of planned works, or not restoring supply within the required timescales – you may be entitled to compensation under the Guaranteed Standards Scheme. Make sure to ask your supplier about your eligibility and how to claim.
5. What If the Problem Continues?
If you feel your issue has not been taken seriously, or your water supply continues to be unreliable, keep escalating your complaint. Persistent problems may indicate a wider issue that regulators like Ofwat should be made aware of.
Remember, understanding your rights and keeping thorough records will help ensure your complaint is handled fairly and efficiently. For more on your options and what to expect, visit our page about complaints about your water supply.
Considering Alternatives and Additional Information
Considering Alternatives and Additional Information
If you’re facing frequent or long-lasting interruptions to your water supply, it’s important to know your options and understand the legal and practical considerations involved.
Exploring Other Water Supply Options
Repeated or prolonged supply issues can be disruptive, especially if they impact your daily life or business. Some people consider alternatives such as installing a private borehole or spring. However, having your own water source comes with strict legal obligations, including water quality testing and compliance with local regulations. If you want to learn more about what’s involved, see our guide on can you have your own water supply in the UK.
Understanding Your Water Meter Status
Water meters can affect how you’re billed, especially if your supply has been interrupted. For example, metered customers might expect adjustments if they’ve been unable to use water, while unmetered customers pay a fixed rate. If you’re unsure about your meter status or how it affects your rights, find out more at does my property have a water meter in the UK.
Plumbing Repairs After Interruptions
After a water supply interruption, you might notice leaks, airlocks, or other plumbing issues. While it’s tempting to fix minor problems yourself, there are legal limits on what you can do without a qualified professional. UK law requires that certain types of plumbing work meet safety standards and may need to be carried out by a certified plumber. For more details on what you can legally do yourself, read are you allowed to do your own plumbing in the UK.
Safety and Tap Water Quality
Once water service is restored, it’s wise to take a few precautions to ensure your tap water is safe. Sometimes, supply interruptions can lead to cloudy water, unusual tastes, or changes in pressure. Let your taps run for a few minutes to flush out any stagnant water, and avoid using discoloured water for drinking or cooking until it clears. For more on water safety and quality, including whether UK tap water is safe to drink, see our page on can foreigners drink UK tap water.
By understanding your options and the legal context, you can make informed decisions if your water supply is interrupted. If you need further advice or want to explore your rights in more detail, check the other sections of this guide or contact your local water company.
Legal Aspects of Water Supply Disconnections and Interruptions
Water is considered an essential service in the UK, and there are strict laws governing when and how your water supply can be interrupted or disconnected. Understanding your rights and the legal responsibilities of water companies can help you know what to expect – and what to do if you believe your supply has been unfairly cut off.
When Can Your Water Supply Be Disconnected?
In most cases, it is illegal for a water company to disconnect a domestic property’s water supply. The law is especially clear when it comes to households: water companies cannot cut off the water supply to your home for non-payment of bills. This protection is set out in the Water Industry Act 1991, Section 47, which makes it unlawful for water suppliers to disconnect domestic premises for unpaid charges. There are very limited exceptions, such as if the property is not used as a home or if there is illegal use or tampering with the supply.
To learn more about the details and exceptions, you can read our in-depth guide: is it illegal to cut off someone’s water supply in the UK.
Your Rights If Disconnection Is Unlawful or Without Proper Notice
If your water supply is disconnected unlawfully or without the required notice, you have the right to raise a complaint and may be entitled to compensation. Water companies must follow strict procedures, including giving advance notice for planned interruptions. According to Ofwat, if a planned interruption will last longer than four hours, your water company must give you at least 48 hours’ notice. For emergency works, the company should inform you as soon as possible.
If your supply is cut off without proper notice or for an illegal reason, contact your water supplier immediately. If the issue isn’t resolved, you can escalate your complaint to Ofwat or seek further advice.
Regulation of Water Supply Interruptions and Disconnections
Water companies in England and Wales are regulated by Ofwat, which sets standards for reliability and customer service. Ofwat ensures that companies follow the law and treat customers fairly. The Water Industry Act 1991, Section 47 is the main piece of legislation governing the supply and disconnection of water, providing robust protection for consumers.
If you experience a supply interruption, your water company must restore service as quickly as possible and may have to provide alternative water supplies (like bottled water) if the outage lasts for an extended period. You may also be eligible for compensation if the company fails to meet its obligations.
What If You’re Not Happy With Your Supplier?
If you’re facing repeated issues or poor service, you might wonder whether you can switch suppliers. While most domestic customers cannot currently change their water supplier, there are some circumstances where this might be possible. For more information, see our guide on can you choose your water supplier in the UK.
Understanding your legal rights around water supply interruptions and disconnections can help you take action if things go wrong. For further details on the legal framework, refer to the Water Industry Act 1991, Section 47, or visit Ofwat for guidance on supply interruptions and customer protections.
Related Topics and Further Resources
If you’d like to learn more about your rights and responsibilities, or explore related issues connected to interruptions in your water supply, the following topics and resources can help:
Understanding Your Water Supply Rights
For a broader overview of your legal rights and obligations as a water customer in the UK – including how water companies should handle interruptions, notice periods, and compensation – it’s helpful to read about your water supply. This covers your entitlements under the Water Industry Act 1991 and the Guaranteed Standards Scheme (GSS), which sets minimum service levels water companies must meet.
Dealing With Water Shortages and Restrictions
Sometimes, interruptions are caused by wider issues such as droughts or supply shortages. Learn what happens when restrictions like hosepipe bans or other limitations are put in place, and how they might affect your home or business by visiting water shortages and restrictions to your supply. This section explains when restrictions can be introduced and what support or exemptions might be available.
Managing Other Utility Interruptions
Interruptions to other utilities, such as electricity, can also impact your water supply – especially if you rely on electric pumps or water heaters. For advice on staying safe and prepared during power outages, see power cuts preparation and tips. This guidance can help you plan ahead and minimise disruption to essential services in your home.
Plumbing, Billing, and Supplier Information
If you’re thinking about carrying out repairs or maintenance during a water supply interruption, you may wonder whether are you allowed to do your own plumbing in the UK. This topic explains the legal requirements and when you might need a qualified professional.
Financial difficulties can sometimes arise if an interruption affects your usage or bills. For support and practical steps, see problems with paying your water bill.
If you’re unsure who your water supplier is – perhaps because you’ve recently moved, or need to report an issue – find out more at how do I find out who supplies my water in the UK.
Making Complaints and Getting Support
If your water company has not handled an interruption properly, or you feel your rights have not been respected, you can follow the complaints process outlined in complaints about your water supply. This explains the steps to take, how to escalate your complaint, and what outcomes you can expect.
Exploring these related topics will give you a fuller picture of your water supply rights and the practical steps you can take before, during, and after an interruption. If you need more detailed guidance, each linked section provides further information tailored to your situation.
