Your point of view
Making a complaint
The water and sewerage companies in England and Wales are responsible for giving their customers a good-quality, efficient service at a fair price.
If you have a problem or a complaint about the service that you receive from your local water company, you should first speak to your water company so that it has the chance to put it right.
You are entitled to guaranteed standards of service, as laid down by the Government. If a company fails to meet any of the standards set out in the guaranteed standards scheme, you will usually be entitled to compensation from them. This could apply, for example, if they do not reply to your complaint within ten working days. Some companies' compensation schemes go further than this scheme. Contact your water company for details.
Having your say
We aim to be open and provide information about our work. We take into account the views of interested people when we make decisions – including government departments, members of the public or anyone else.
As a regulator we are committed to the Government's five principles of better regulation:
- accountability;
- consistency;
- proportionality;
- targeting; and
- transparency.
Accountability means that we should justify our decisions and seek public scrutiny of what we do. An important part of this process is for us to consult fully on the important decisions we take and listen to feedback from our stakeholders on how we do our job.
You can have your say by:
1. Responding to our consultations
An effective consultation should make sure that, as far as possible, everyone concerned has the opportunity to have their say and know that we have considered their interests.
We welcome responses to any of our consultation papers that we publish. You can also see our guide on how we consult (PDF-97Kb).
2. Providing feedback
If you would like to make any suggestion about how we regulate, such as how we can improve the information we provide, our website or how we communicate we would be interested to hear from you. Please contact us.
