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What can I do if I can’t afford to pay my water bill?
Help is available, so please don’t ignore your bill, even if you can’t pay. Contact your water company (and the sewerage company, if different) as soon as possible and ask to pay by instalments. There is no extra charge for...
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Can I get compensation for flood damage caused by a water or sewerage company?
Speak to your home insurance provider. Whether your water or sewerage company is liable depends if the water is clean, from a supply main or sewage from a public sewer. If the inside of your property is flooded because of...
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Who is responsible for my drains or sewers?
View illustration in Welsh (jpg) What is a drain? A drain is a pipe that serves one property. All water and wastewater is carried along this pipe into the sewer system. What is a main sewer? Main sewers are underground...
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What is an assessed charge?
If you are a household customer and have asked for a meter under the free meter option scheme, but your water company can’t supply one, they must make sure you are not disadvantaged because you don’t have a meter. They...
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Blog: Ofwat’s new customer licence condition – what we want to see
Pushing water companies to change the way they serve their customers to ensure they are able to better respond to the diverse range of customer needs. has been a recent thread of work by Ofwat which has led them to...
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Repeated delays in getting water meter installed
The issue Mr U felt he would be much better off on a water meter but after six months of trying to get his water company to install one, he contacted us for help. What we found We contacted Mr...
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Incorrectly charged for leak
I just wanted to get in contact to say we have finally got somewhere with our water company, thanks to you guys getting involved! I really appreciate your help. The issue When Ms M moved into her property, she set...
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Welling United scores following a badly installed meter
Welling United Football Club received an unexpectedly large water bill in August 2019. After investigation, a leak was discovered, which had been caused by Thames Water fitting the water meter incorrectly. The club’s retailer, Castle Water, failed to adequately argue...
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An important lesson learnt following long running dispute
This outcome would not have been achieved without the intervention and persistence of CCW. The issue A primary school was told by their water retailer that they had used an unusually large volume of water over a relatively short period,...
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