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United Kingdom · Water

Water complaints in United Kingdom

Leaks, billing, pressure and water quality. Water complaints follow a different path from energy and telecom, and in some countries there is no ombudsman at all.

Providers
2
Regulators
2
Guides
4
Country rule

Most providers must issue a deadlock letter or let eight weeks pass before an ombudsman will take your case.

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2 Water providers

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TW Thames Water Water and sewerage for London and the Thames Valley ST Severn Trent Water and sewerage for the Midlands

Escalation

Who to escalate to

Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.

CCW Consumer Council for Water Water & sewerage The Consumer Council for Water is the statutory consumer body for water and sewerage in England and Wales. It is independent of t… Complaint route Ofwat Water Services Regulation Authority Water & sewerage Ofwat is the economic regulator for water and sewerage in England and Wales. It sets the price limits that companies can charge,… Complaint route

Common questions

Water complaints in United Kingdom

Who handles water complaints in the UK?

Start with your water company. If it does not resolve the complaint, contact the Consumer Council for Water (CCW). There is no statutory water ombudsman; CCW is the consumer body for the sector.

Can I get compensation for a water leak or outage?

Water companies have guaranteed standards that can trigger payments for some failures. Ask the company which standards apply and keep evidence of dates, duration and any damage. For property damage, use the company's claims process and your insurer.

Does CCW cover Scotland?

No. The Consumer Council for Water covers England and Wales. In Scotland, complaints go through Scottish Water and, if unresolved, the Scottish Public Services Ombudsman.

Playbooks

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