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Household consumers
Protecting consumers’ interests is at the heart of what we do. The service that the companies provide has improved significantly in recent years. However, safeguards are in place to protect customers if a company fails to meet its responsibilities. If you have a complaint about the service that you receive, you should contact your water company first. This will give the company the chance to put thing right. If you have followed your company’s complaints procedure and you are still not happy, you can ask the Consumer Council for Water (CCWater) to investigate.
How charges work and what they are
Metered charges | Unmetered charges | Assessed charges | Changes in household bills 
What to do if you are unable to pay your bill
Payment options | What happens if you do not pay your bill? | What happens if your water company hasn't billed you? | WaterSure | WaterDirect 
Help that is available for some customers
Help for customers needing special assistance | Charitable trust and restart schemes 
The standards of service you should receive and responsibilities for pipes, sewers and stop taps
Getting a water or sewerage connection | Responsibility for water and sewerage pipes | Public and private sewers | Water pressure |
Leakage | Supply interruptions | Plumbing | Special assistance | Standards of service 
Having your say about water and sewerage services
Making a complaint | Responding to a consultation | Contacting us 
Your rights if you do not buy your services directly from a water company
Maximum resale price | Calculating water resale prices | What should I do if I think I'm being charged too much? | Enforcing the maximum resale price
Details of the water companies we regulate
Who is your water company? 
What it is, what you are charged for and how you can get a rebate
Surface water drainage charges | Surface water drainage rebates 
How saving water helps and tips on how to save water
Water saving tips | Help for you to save water | Your water supply 
What they are, the benefits and how you can switch
Why switch to a water meter? | How often should my meter be read? | How you are charged on a water meter 
Other organisations you may wish to contact
Water companies | Customer related organisations | Regulators | Water related organisations | Other Government departments 
How to make a complaint about your water company
Complaints that we handle | Determinations | Unhappy with our service? | Who else handles complaints?
