Higher reimbursements proposed for poor water service

If you’ve been failed by your water company, you might soon be entitled to double the money back.

The government has proposed plans to increase how much water companies have to reimburse customers for poor water service.

If the plans are approved, households would get a minimum of £40 in compensation. In some situations, they’d be entitled to payments worth at least a quarter of their annual water bill.  

Low water pressure could mean payments of up to £250 and a serious issue like internal flooding from sewers could entitle households to £2,000.

For the first time, customers would also be able to get money back when they get a boil notice – telling them to boil water before using it due to poor quality – or when their water company doesn’t conduct meter readings or installations as promised.

On top of this, households affected by water outages, like those in Brixham and Bramley recently, would receive automatic payments.

Have you been failed by your water company?

Water companies are regulated by the Water Services Regulation Authority (Ofwat). There are certain standards they have to follow, including:

• showing up to appointments
• keeping the right water pressure
• dealing with supply interruptions
• answering questions and complaints

The guaranteed standards scheme outlines all the standards and conditions companies have to meet.

Complain to your supplier

If your water supplier hasn’t met one of these standards, you can complain to them directly. They have to reply to you within ten days – if they don’t, they owe you £20 in compensation. If they don’t pay it in time, you can ask for a further £10, as long as you do this within three months.

Go to the CCW

You can contact the Consumer Council for Water (CCW) if you’re not happy with your water company’s response – by email, letter, online, or by phoning them.

They can suggest actions to resolve the issue and can ask your water company to sort out your complaint. But they can’t enforce any decisions or penalties.

Complaining to OFWAT

In some rare cases, you might be able to complain to Ofwat. But you should first approach your water company and the CCW, because Ofwat only deal with certain complaints. The CCW might help you refer the complaint to Ofwat f they think it’s appropriate.