If you're not satisfied with your water company
Turning on a tap and finding there’s no water is scary. But an interrupted supply due to a burst water main or planned works isn’t the only problem you can have with a water company. You might also have serious questions about your water meter, a high bill or what your water company is actually responsible for.
Know where the responsibility lies
You’ll want to get a problem with your water supply sorted fast. If it’s caused by something inside the boundaries of your home, you or your landlord will be responsible for fixing it. If the cause is outside your home, get in touch with your water company as soon as you can. If your water supply is cut off, you might be able to claim compensation, depending on how long you're without water and whether or not the work was planned.
How we can help
If you’re not sure how to complain to your water company, Which? is here for you. We’ll help you understand the water company’s responsibilities and what services they should offer. And we’ll tell you whether you can hold them accountable for an interrupted supply, certain repairs, unexplained bills or problems with your water meter. We’ll also explain your rights, possible breaches of contract and how to escalate your complaint to a regulator. We’ll:
- listen to the problem and explain what should expect from your supplier
- advise you whether there’s been a breach of your rights
- explain what action you can take and guide you through the process
Our experts provide advice to members every day on a range of issues. To see if yours is one we cover answer the questions below.
Before we start, we need to check if you have already instructed a solicitor or other legal professional to advise you in this matter.
Why do we need this?
For regulatory reasons we can't advise if you have formally instructed a legal professional for the issue you're seeking advice for. If you have had a free appointment with a professional or an organisation such as Citizen's Advice Bureau, click 'No' I haven't'.
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- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
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Matthew Tribble
Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance.
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Ian Hawkins
Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible.
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Rebecca Turnbull-Simpson
Rebecca advises on general consumer disputes and litigation but specialises in property disputes, in
particular landlord and tenant and residential leasehold disputes.
