This information applies to England and Wales
Water is supplied by a number of private water companies. As a domestic customer living in a property you have the right to a water supply.
There is no charge for taking over a water supply which is already connected.
If a water supply is to be connected to a property, the company is entitled to make charges. These charges will be set out in the company’s charges scheme. If you wish to obtain details of your company’s charges scheme you should contact your company.
A supply of water for domestic purposes must be:-
There are several different methods of calculating charges for water. A water company may use one or more of these.
The charging methods are:-
You may be able to choose which method is used, but only if your water company doesn't have a universal metering programme.
Generally speaking, if you were not on a water meter before 1 April 2000 and are still getting your supply on an unmeasured basis, you have a right to continue paying for water in this way. However, this will not be the case if your water company has a universal metering programme.
If your water company has a universal metering programme, you will not be able to choose another method of charging. You will have to switch to a measured charge using a water meter.
If you are thinking of getting a water meter, you can use the Consumer Council for Water (CCWater) water usage calculator to see if you could save money on your bill. It is available on their website at: www.ccwater.org.uk.
By law, water companies are entitled to install meters in areas which have been declared areas of low water supply. If you live in an area like this, you can be forced to have a water meter installed and will not be able to choose another method of charging. This is called universal metering.
Some water companies have already started rolling out their universal metering programmes. These will take place over a number of years. You will be able to check with your company to see in which year of their programme you will be metered. Before the company installs a meter they will send you a letter advising you of the approximate date of installation.
Some customers who have a water meter are already getting help with their bills because of a medical condition or because they are on certain benefits. As the universal metering programme is rolled out, customers having difficulty in paying any higher charges as a result of the change to a meter will be offered special tariffs.
You may want to request that a meter is installed if:-
However, possible disadvantages of a water meter include:-
All household customers can elect to have a water meter installed in their homes free of charge, unless it is not practical or would be unreasonably expensive to install a water meter. You may wish to do this to find out whether this will help to reduce your bills. You will normally be able to switch back to your old charging method, as long as you do so within 12 months of the start of metered charging.
Companies are also entitled by law to install water meters where people use a high volume of water for non-essential purposes, for example:
You can find more information about water meters and universal metering in a leaflet produced by the Office of Water Services (OFWAT) 'Water meters- your questions answered- information for household customers' on the OFWAT website at: www.ofwat.gov.uk.
Your water bill may include the following:-
Bills are usually sent once or twice a year, depending on the company’s practice. If the water charge is on an unmeasured basis, the bill will be for the forthcoming billing period. If the water charge is a measured charge the bill will be for the preceding billing period.
If you are paying money to a landlord or mobile home site owner for water or sewerage, there are special rules about the amount you can be charged. You can get more information from the Office of Water Services (OFWAT) – see under heading Complaints.
Some people may be able to get help with the costs of their water supply, for example, people with water meters who use a high volume of water because of certain medical conditions, or because they have 3 or more children under 16, and are receiving a qualifying benefit. In England this is called the WaterSure scheme. They may benefit from a bill calculated as an average charge for domestic customers of that company rather than on their actual measured use of water.
All companies have provisions in place to help people who have difficulty paying their bills, for example, budget schemes. You should contact your water company direct for further information about the schemes available.
More information about the different schemes is also available on the Water UK website at: www.water.org.uk.
If you want more information about the different forms of assistance that may be available you should consult an experienced adviser, for example, at a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
The occupier of the property is normally responsible for paying water charges. If someone shares accommodation, the liability is shared even if the bill is only in one name. An occupier who remains in a property after the person with whom they shared has left (for example, if partners have separated) may be held responsible for current charges and any arrears. The company may also seek to recover money owed by the person who has left the accommodation.
Water companies cannot disconnect a domestic customer for water arrears. The company would have to take action in the county court for debt.
If you have water arrears you should consult an experienced adviser, for example, at a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
You will have to pay for your current use of water as well as a reasonable amount towards the arrears.
If you get certain benefits and you are in arrears with your water charges, you may be able to have third party deductions paid to the water company. This is called Water Direct. A third party deduction means the Department for Work and Pensions (DWP) pays an amount each week from your benefits direct to the water company.
To be able to go on Water Direct, you must be on one of the following benefits:
You may be able to get a third party deduction if you have failed to budget for your water charges and it is in your interests for the DWP to make a third party deduction. A water company will usually encourage this method of payment and may apply for third party deductions when other payment options have run out.
Some water suppliers have set up independent charitable trusts which give grants to some of their customers to help them pay for water arrears. For more information, contact your water supplier and ask about the schemes available or go to the Water UK website at: www.water.org.uk.
All companies have certain standards of service covered by the statutory Guaranteed Standards Scheme with which they must comply. These standards cover:-
If the company fails to meet a standard of service, you can claim £20 compensation. If your water pressure falls below a certain level twice in 28 days you can claim £25. Usually, compensation will be automatically paid/credited by the company. If the complaint is about an interruption of supply, low pressure or sewer flooding, you must claim compensation in writing within three months of the incident.
As well as standards of service and minimum compensation levels required of all companies, some companies may operate their own higher standards and/or compensation levels.
If you have a complaint about your water company, you should take it up with the company first. All companies have a complaints procedure and some have complaints officers to deal with complaints.
If you aren't satisfied after complaining to the water company, you can make a complaint to the Consumer Council for Water.
The Consumer Council for Water (CCWater) is an independent organisation which can investigate complaints about the water companies. To contact CCWater, call them on: 0845 039 2837, or visit their website at: www.ccwater.org.uk.
If CCwater find your complaint to be justified, they will ask your water company to put the matter right. CCWater's office will keep you informed about the progress of the complaint and will write to let you know the outcome.
If CCWater can't resolve the complaint, it will refer it to OFWAT. Alternatively, if you aren't happy with the way CCWater has dealt with your complaint, you can complain to OFWAT yourself. OFWAT will only take the matter up if it is satisfied that CCWater hasn't dealt with your complaint properly.
The Office of Water Services (OFWAT) is the independent watchdog set up by the government to monitor and regulate the activities of the water companies. You can contact OFWAT at:
OFWAT
Centre City Tower
7 Hill Street
Birmingham B5 4UA
Tel: 0121 625 1300
Textphone: 0121 625 1422
Website: www.ofwat.gov.uk
Email: enquiries@ofwat.gsi.gov.uk
The Drinking Water Inspectorate monitors the quality of water. If you are unhappy about the quality of your water, you can complain to the CCW (see above) or the Drinking Water Inspectorate. You can contact the Drinking Water Inspectorate at:
Room M03
55 Whitehall
London
SW1A 2EY
Tel: 030 0068 6400
Fax: 030 0068 6401
Website: www.dwi.gov.uk
Email: dwi.enquiries@defra.gsi.gov.uk
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