Customer handbook

Know what, when, who, and how.

This page is the practical route map. Use it when something feels wrong but you are not sure whether it is a bill issue, payment issue, leak, sewerage problem, drinking-water concern, pollution report, or regulator matter.

You are not alone

Complaint and affordability data shows real pressure.

CCW says household complaints escalated to it rose to 8,235 in 2024-25, the highest level since 2015-16.
CCW's 2026 Water Matters research found only 44% of customers agreed their charges were fair.
Ofwat's 2024-25 performance report says more than 2.85 million current households were in water arrears.

First decision

Choose the route by the problem, not by frustration.

The fastest route is usually the narrowest route. Send the exact issue to the body that can do something with it.

Bill jump

High or sudden bill

Check readings, estimates, meter serial number, usage dates, leaks, surface water drainage, and support schemes. Ask the company for the calculation in writing.

Run bill check

Cannot pay

Affordability

Ask about WaterSure, social tariffs, payment plans, debt help, Priority Services, and whether a disputed charge can be paused or spread.

Find help paying

Leak

Leak or wrong meter

Take dated meter photos, run a no-use test, report the leak, keep repair evidence, and ask about a leak allowance or wrong-meter investigation.

Build evidence

Sewerage

Flooding, drains, odour

Tell the wastewater company first. For repeated failures, keep dates, photos, locations, weather, call logs, and any health or property impact.

Use complaint steps

Pollution

Sewage or water pollution

Report environmental incidents in England to the Environment Agency and in Wales to Natural Resources Wales. Keep location, time, photos, and reference numbers.

Find regulator

Drinking water

Taste, smell, colour, safety

Contact the water company first for checks. If unsatisfied, the Drinking Water Inspectorate gives the official consumer route.

DWI route

When to act

Use time as evidence.

Same day

Take photos, note readings, save the bill, write down what changed, and report urgent pollution, flooding, no-water, or water-quality issues immediately.

Before the first complaint

Decide the outcome you want: recalculation, explanation, meter check, leak allowance, surface-water rebate, payment support, apology, compensation, or escalation.

After the company reply

Check whether the answer deals with your evidence. If it does not, ask for the complaint to be reviewed under the company's complaints procedure.

If still unresolved

Contact CCW for unresolved household water complaints in England and Wales. CCW or the current ADR provider can explain whether independent dispute resolution is available.

What to ask for

Make the request inspectable.

I cannot reconcile this bill with my readings and household use. Please provide the calculation, readings used, whether any estimate was used, the meter serial number, the tariff or charge basis, and whether any leak allowance, surface water drainage rebate, WaterSure, social tariff, or payment support may apply. Please answer in writing.

Handbook source links

CCW complaint report 2025 CCW Water Matters 2026 CCW 2026 trust and complaint update Ofwat performance 2024-25 CCW make a complaint DWI drinking-water problem route Report environmental problem

Last checked: 1 June 2026.