Most common issues we can’t help you with
While we can help with unexplained bill increases, such as if your water use has suddenly risen for no obvious reason, we cannot stop annual bill rises once the price increase has been agreed by Ofwat.
Water companies write business plans explaining what they want to invest money in over a five year period. Ofwat, the industry regulator, reviews these plans to make sure they deliver benefits for customers and are cost effective. It then tells the companies how much they can increase their bills by to raise the money to pay for the investments. Read more about Ofwat’s price review process.
The 2024 price review has set bill levels for April 2025 to March 2030.
If you’re struggling to pay your water bill, please read our information on the help available to you. Do speak to your company directly to let it know you are finding it difficult to pay, so it can make sure you are on the most appropriate tariff for your circumstances and offer other help.
Your water company may install meters in your area as part of its water resource management program. If the company is in an area with water shortages, they are allowed to put in water meters as part of this plan. CCW cannot challenge the water company to remove the water meter.
For more information, you can check your company’s website or visit these resources:
All companies have a Debt Code of Practice with which they should comply with and provide, or signpost, to people once they enter the debt recovery process. Water companies should also comply with Paying Fair Guidelines for dealing with household customers in debt and be flexible in their approach to debt recovery.
Companies can take action through the County Courts to recover unpaid debt but should only do so against people they believe can afford to pay. They should not knowingly use the threat of action against people who may need help with their finances and give ample opportunity for people to contact the company to make alternative arrangements to prevent court action being taken. Those taken to court are given the chance to make an affordable payment offer through the court. If the water company refuses the offer, the court will decide what should be paid.
Companies can use High Court enforcement officers to take action to recover outstanding debt for County Court Judgements of over £600 which have not been paid in accordance with the court ruling. Any costs that are added to people’s debts are set out in legislation and regulated by the Court Service.
If you have a problem with your landlord that has nothing to do with water or sewage services – such as disagreements over who should pay the water bill, fixing leaky pipes, or installing a water meter – you may need to get help from other places or talk to a legal expert.
For general issues, organisations like the Citizens Advice Bureau and Shelter, which is a charity that helps with housing problems can offer advice and support.
If you’ve been renting for six months or more and are responsible for paying the water bills, you have the right to request a water meter installation. We recommend discussing this with your landlord first to avoid any misunderstandings.
While we can help with issues related to water company assets, we can’t assist with problems related to your private plumbing.
In most cases, the pipes beyond your home’s external stop tap belong to you, not the water company. These are called private supply pipes, and once they enter your property, they become part of your internal plumbing. That means it’s your responsibility to maintain them.
This responsibility includes dealing with leaks and water pressure problems. We suggest contacting your water supplier first to see if they can help, or you can hire a qualified plumber of your choice. You can find information on finding a qualified Plumbing and Heating Engineer on the WaterSafe website.
Ofwat has more information about who’s responsible for pipework.
Responsibility for sewer and drain systems is shared among property owners, water and sewerage companies, local authorities, and the Highways Agency.
Water companies should maintain maps of the sewers they are responsible for, but they may not always have records for pipes on private land. In some cases, the responsibility for certain pumping stations lies with the landowners, not the water company.
When it comes to private drainage issues involving drains (serving a single property) and gullies (for rainwater removal), the property owner is responsible, and this falls outside the jurisdiction of the water company and us.
However, if you’re unsure, it’s often best to contact your water company first. They can offer guidance, and after a site visit, determine if the matter is within their responsibility or direct you to a drainage professional.
If your property doesn’t have a water meter, charges are based on its Rateable Value (RV). These values were used to calculate local council charges before 1990, reflecting how much the property would have achieved in annual rent income in 1973. Since these RV values were frozen in 1990, we can’t change or dispute them, even if similar properties have different RVs.
To switch from RV, you will need to get a water meter. Use our water meter calculator to see if you could save money (note: this is only a guide)
If your area doesn’t have a water shortage, you have the option to switch back to RV charges within 24 months of being fitted with a meter. After 24 months, you will remain permanently on meter charges (including those who move into the property after you)
To learn more about getting a water meter, contact your water company directly.
If you have any issues that you want to raise about the performance of water companies, it should be raised with the company directly in the first instance.
If you’re still concerned that the issue remains unresolved, depending on the issue contact:
Other issues we can’t help you with
If you need to make a claim against a water company or retailer, it’s important to provide as much detail and evidence as possible to support your case.
While our team is always happy to help where possible, we’re not legally trained and can’t help with preparing claims. If you need guidance, you may find it useful to seek legal advice. Organisations like the Citizens Advice Bureau or your home insurers may be able to provide information on the process.
In the event of a cyber-attack or data breach involving your personal data, your water company will notify you in accordance with ICO requirements. This may include –
- a description of the nature of the personal data breach
- a contact point where more information can be obtained
- a description of the likely consequences of the personal data breach
- a description of the measures taken, or proposed to be taken, to deal with the personal data breach
You can find out more about your data protection and rights on the Information Commissioner’s Office (ICO) website.
Additionally, you may consider seeking independent legal advice for further assistance.
If you have concerns about a Freedom of Information (FOI) or Subject Access Request (SAR) from your water company, we recommend contacting your company directly. If you’re still having issues, you can reach out to the Information Commissioner’s Office (ICO) who can provide you with support.
While we can guide you through the complaints process, we’re not able to provide legal advice. We recommend seeking counsel from a legal professional.
The Law Society can help you find a solicitor, and Legal Aid may be able to provide assistance if you can’t afford one.
For issues concerning private water supplies, such as a well or a private water company, these are typically managed by the local authorities.
For more information on the regulations and standards that apply to private water supplies, you may refer to the Drinking Water Inspectorate or consult your local council’s environmental health department.
Smart meters use radio waves to send remote readings. Current evidence suggests that exposure to these radio waves doesn’t pose a health risk. The levels of radiation from smart meters are lower than those emitted by TVs, smartphones, computers, and microwaves. More information can be found on the GOV.UK website.
We might not be able to help with problems related to how a water company or retailer runs its business or makes decisions, as that’s usually beyond our control.
For more information, you can get in touch with your water company directly.
We can help raise your concerns about water quality, but it’s the job of the water company or the Drinking Water Inspectorate to investigate and fix any problems. The Drinking Water Inspectorate is in charge of making sure drinking water is safe in England and Wales, and they have the expertise to help.
Some households don’t pay a water company directly for their water services. Examples where this can often be the case are residential lodge/caravan parks and where tenants occupy part of a building with a shared water supply.
There are rules which restrict those reselling water to such households from making a profit from doing so and about the options they have for calculating how the water costs are shared between the end users. Ofwat set the rules, further details can be found on Ofwat’s website.
If you believe that these rules are not being followed and are unable to resolve the matter with the reseller then you can consider taking action through the small claims court.
We handle issues with water and sewerage companies in England and Wales.
If you’re outside England and Wales, get in touch with your local authority or water regulator. In Scotland, it’s the Scottish Public Services Ombudsman (SPSO), and in Northern Ireland, it’s the Consumer Council for Northern Ireland.
If you have water problems in other countries or regions, please get in touch with the appropriate local authorities or regulatory bodies.
If a water company takes you to court, it’s important to act quickly and take it seriously. You should talk to a lawyer right away to know your rights and how to deal with the situation.
You might be able to get free or low-cost legal help, depending on your situation. To find out more about this, you can visit the Legal Aid website.