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This information applies to England and Wales
Getting a water supply
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.
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The supply of water
A supply of water for domestic purposes must be:-
- constant. If a company needs to interrupt a supply of water, it must give reasonable notice
- safe to drink. Fluoride may be added in some areas
- supplied at an adequate pressure
- sufficient for normal domestic use. If there is a serious shortage of water in the area, the company can impose a temporary hosepipe ban to restrict the watering of private gardens or the washing of private cars.
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Calculating water charges
There are several different methods of calculating charges for water. A water company may use one or more of these.
The charging methods are:-
- an unmeasured charge based on the rateable value of the property. The water supply charge is calculated as an amount in pence per pound of the rateable value. This amount varies between companies; or
- an unmeasured charge based on a flat rate charge. Some water companies charge a flat rate to all people without a water meter, irrespective of the amount of water used or the type of property they live in; or
- an unmeasured charge based on banding. Some companies operate a banding system. The company assesses the water charges, based on, for example, the size and type of the property or the number of occupants; or
- a measured charge (using a water meter) based on the amount of water, usually per cubic metre, used at a rate approved by the Director General of the Office of Water Services (OFWAT).
You may be able to choose which method is used. The choice will usually be between a water meter and another charging method.
From 1 April 2000, people who are already receiving their water supply on an unmeasured basis for normal household use, can continue to pay for their water in this way rather than having to switch to a measured charge by a water meter.
You may want to request that a meter is installed if:-
- you use very little water
- the property has a high rateable value
- you want more control of how much water you pay for.
However, possible disadvantages of a water meter include:-
- the inconvenience of having it read
- water lost through leakage after the meter is installed must be paid for. However, all companies operate a code of practice on leaks for people with water meters, which may provide some protection
- the uncertainty of how much the annual bill will be.
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 entitled to install water meters in areas which have been declared areas of water scarcity, or where people use a high volume of water for non-essential purposes, for example:
- using a sprinkler system to water the garden
- replenishing a pond or swimming pool with a capacity in excess of 10,000 litres
- using a ‘power shower’
- filling a bath with a capacity of more than 230 litres.
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Water bills
Your water bill may include the following:-
- a standing charge
- a charge for water, based on a meter reading or another charging method
- a charge for sewerage. If your sewerage service is provided by a different company, you may receive a separate sewerage bill.
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.
Help with water bills
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. 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.
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.
Who is liable to pay the bill
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.
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Water arrears
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.
Arrangements to pay the arrears
You will have to pay for your current use of water as well as a reasonable amount towards the arrears. If you are receiving Income Support, income-based Jobseekers' Allowance or Pension Credit, the Department for Work and Pensions (DWP) may be able to make third party deductions for water from your benefit.
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.
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Compensation from the water company
All companies have certain standards of service covered by the statutory Guaranteed Standards Scheme with which they must comply. These standards cover:-
- keeping appointments
- responding to account queries
- responding to complaints
- interruptions to supply
- water pressure
- installing meters
- sewer flooding.
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.
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Complaints
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
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.
Office of Water Services (OFWAT)
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
Drinking Water Inspectorate
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:
55, Whitehall
London
SW1A 2EY
Tel: 020 7082 8024
Fax: 020 7082 8028
Website: www.dwi.gov.uk
Email: dwi.enquiries@defra.gsi.gov.uk
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