Water Compensation Guide: Outages, Low Pressure & Claims

Water problems? Your guide to compensation for supply failures, low pressure and poor service.

Last updated on 25 June 2026

In this guide…

Who is your water company
Free water during an outage
Compensation for low water pressure
How to claim compensation from your water company
Common questions about water company compensation

What you need to know about your water rights

You may be entitled to up to £2,000 if your home is flooded by sewage.
You’re entitled to £50 for every 12 hours your water supply is not restored after an outage.
You may be entitled up to £250 a year if you experience ongoing low water pressure.
You’re entitled to £50 if your water company misses an appointment or does not give enough notice of planned work.
You’re entitled to £40 if your water company fails to pay compensation on time.
You do not need to prove fault to receive compensation. Payments should be made automatically, but you can claim directly and escalate if your water company does not pay.

Compensation for supply interruptions

When your water supply is interrupted or cut off, your water company must tell you:

That your supply has been interrupted or cut off
Where you can get alternative water while it’s off
When they expect to restore your supply
A phone number for further information

If they fail to tell you any of this, you’re entitled to compensation.

If your water supply isn’t restored within 12 hours of the company finding out about the interruption, you should be automatically paid compensation.

Situation	Household compensation	Business compensation
Supply not restored after 12 hours	£50	£100
Each additional 12 hours without supply	£50	£100
Less than 48 hours’ notice of planned works lasting more than 4 hours	£50	£100

Free water during an outage

If your water is cut off, your company must provide free drinking water – at least 10 litres per person per day. This is a legal obligation, not a favour. It’s usually provided via collection points or home deliveries.

Some companies have labelled these as “courtesy” water points. This is misleading – it is something they are legally required to do.

When compensation doesn’t apply

Some exemptions apply. You may not be entitled to compensation if:

The outage was caused entirely by a severe weather event (for example, a named storm)
You caused the interruption yourself
The interruption lasted less than 12 hours

Important: If the outage was caused by a combination of factors, including but not limited to severe weather, the exemption is unlikely to apply in full. The company will need to demonstrate that severe weather was the sole cause.

Compensation for boil water notices

If you’re told to boil your tap water because of contamination, new compensation rules will apply later in 2026.

Situation	Household compensation	Business compensation
Boil water notice in place for more than 48 hours	£40	£60
Each additional 24 hours the notice continues	£20	£40
Maximum you will be able to claim	Your annual water bill	Your annual water bill

Compensation for low water pressure

Low water pressure is one of the most common complaints about water companies – and it’s now much better compensated than it used to be.

If your water pressure is consistently below the required standard, you’re entitled to automatic compensation:

Situation	Compensation
Low pressure reported and not fixed	£50 per occurrence
Maximum per financial year (April–March)	5 payments (up to £250)
Ongoing low pressure (persistent problem)	Automatic £250 per year

How to report low pressure

Keep a record of when you reported it and any correspondence
Contact your water company and report the problem
They should investigate and fix it
If the pressure remains low, you’re entitled to compensation – automatically

Compensation for sewer flooding

Sewer flooding – when sewage backs up into your home or garden – is one of the most distressing things that can happen. You’re entitled to compensation if this happens.

The exact amount depends on the severity of the incident and its impact. The minimum and maximum are set by the law and enforced by the regulator – your water company cannot pay less than the legal minimum.

Internal sewer flooding (sewage inside your home)

Situation	Minimum compensation	Maximum compensation
Single incident	£300	£2,000
Each repeat incident within 12 months	+£100	+£500

External sewer flooding (sewage in your garden or external property)

Situation	Minimum compensation	Maximum compensation
Single incident	£150	£1,000
Each repeat incident within 12 months	+£50	+£250

Repeat flooding: If you’re flooded more than once in 12 months, compensation increases with each incident. This is designed to penalise companies that fail to fix the underlying problem.

What to do if you’re flooded

Compensation should be paid automatically – but follow up if it isn’t within 10 working days
Contact your water company immediately – day or night. Most have 24/7 emergency lines
Document everything – photos, videos, timestamps
Keep receipts for any emergency costs (e.g., cleaning, temporary accommodation)
Don’t clean up until the company has seen it if possible – evidence matters

How to claim compensation from your water company

In most cases, compensation should be paid automatically – you shouldn’t need to chase it. However, if it hasn’t arrived:

Step 1: Contact your water company

Call their customer service number (on your bill)
Or use their online claims form (most companies have one)
Explain what happened and when
Reference the specific standard that wasn’t met (e.g., “supply not restored within 12 hours“)

Step 2: What you’ll need

Your account number (on your bill)
Date and time the problem started
Date and time you reported it
Any reference numbers from when you reported the issue
Photos or evidence if you have them (especially for flooding)

Step 3: When you should be paid

Compensation should arrive within 10 working days of your claim
Usually credited to your water account (reducing your next bill)
Some companies can pay by cheque or bank transfer – ask

Step 4: If they don’t pay

If your water company fails to pay compensation they owe you within the required timeframe, you’re entitled to an additional £40 (households) or £100 (businesses) on top of whatever you were originally owed.

Time limits

You can claim compensation for up to 3 months after the incident
Don’t wait – claim as soon as you can

What to do if your water company fails to pay

If your water company won’t pay, or disputes your claim, follow this escalation process:

Step 1: Complain formally to the water company

Put your complaint in writing (email is fine)
State clearly what compensation you’re owed and why
Give them 8 weeks to resolve it
Keep copies of everything

Step 2: Contact the Consumer Council for Water (CCW)

The Consumer Council for Water is the independent organisation representing water customers in England and Wales
They can help you understand your rights and put pressure on the company
Website: www.ccwater.org.uk
Phone: 0800 783 4444

Step 3: Escalate to the Water Services Regulation Authority (Ofwat)

Ofwat is the regulator for water companies in England and Wales
They investigate complaints and can fine companies
Website: www.ofwat.gov.uk
Phone: 0203 577 5366

Step 4: Take legal action

See our guide to small claims court for more information
As a last resort, you can take your water company to small claims court

Support if you’re struggling to pay your water bill

If you’re struggling to pay, help is available – and more people qualify than you might think.

WaterSure

For customers on a water meter who are on qualifying benefits
And have large essential water use (e.g. large family, medical need)
Caps your water bill at the average metered bill in your area
Apply through your water company

Social tariffs

Discounted bills for customers on low incomes
Each water company has its own scheme – some are more generous than others
Around 2.5 million households receive support
Average discount is around 40%
Contact your water company to find out what’s available in your area

Payment plans

If you’re struggling, contact your water company and ask for a payment plan
They must work with you to find an affordable arrangement
Don’t ignore bills – unpaid water bills can lead to debt collection action

Metered vs unmetered

If you use less water than average, a meter could save you money
The average saving for customers who switch to a meter is around £125 a year
Most water companies will install a meter for free if you request one
You usually have a trial period (typically 12 months) to switch back if it doesn’t suit you

Free advice

Your water company’s own support team – always worth a call
Citizens Advice: www.citizensadvice.org.uk
StepChange (debt advice): www.stepchange.org

How to complain about your water company

Step 1: Contact the company directly

Call or email your water company’s customer service team. Explain the problem and what you want them to do about it. Most issues can be resolved at this stage.

Step 2: Escalate within the company

If the first contact doesn’t resolve things, ask to speak to a manager or submit a formal written complaint. They must respond within 8 weeks.

Step 3: Contact the Consumer Council for Water (CCW)

CCW is the free, independent body that represents water customers. They can help mediate disputes and advise on your rights.

Website: www.ccwater.org.uk
Phone: 0800 783 4444

Step 4: Contact Ofwat

If you’re still unhappy, you can contact Ofwat – the water industry regulator. They investigate complaints and can take action against companies.

Website: www.ofwat.gov.uk
Phone: 0203 577 5366

Step 5: Small claims court

As a last resort, you can take your water company to small claims court. See our guide to small claims court for full guidance on the process.

Note: Scotland and Northern Ireland have different water regulators and complaint processes. In Scotland, contact the Water Industry Commissioner for Scotland (WICS). In Northern Ireland, contact the Utility Regulator.

Who is my water company?

Water companies are regional monopolies – you don’t get to choose yours; it depends on where you live. There are 11 water and wastewater companies in England and Wales, plus Scottish Water and Northern Ireland Water.

Here is the full list:

Company	Area served	Services	Average annual bill 2026/27
Anglian Water	East of England	Water & wastewater	£674
Dwr Cymru (Welsh Water)	Wales	Water & wastewater	£683
Hafren Dyfrdwy (Dee Valley)	North Wales & parts of Cheshire	Water & wastewater	£635
Northumbrian Water	North East England	Water & wastewater	£535
Severn Trent Water	Midlands	Water & wastewater	£587
South West Water	South West England	Water & wastewater	Varies by region
Southern Water	South East England	Water & wastewater	£759 (highest in England & Wales)
United Utilities	North West England	Water & wastewater	Varies by region
Wessex Water	South West England	Water & wastewater	Varies by region
Yorkshire Water	Yorkshire	Water & wastewater	Varies by region
Thames Water	London & South East	Water & wastewater	Varies by region

Water-only companies
Affinity Water	South East & East England	Water only	£266–£294 (varies by region)
Bournemouth Water	Dorset & parts of Hampshire	Water only	£205
Bristol Water	Bristol & surrounding area	Water only	£264
Essex & Suffolk Water	Essex & Suffolk	Water only	£333
Portsmouth Water	Portsmouth & surrounding area	Water only	£162
South East Water	Kent & Sussex	Water only	£324
South Staffs Water	Staffordshire & Cambridge	Water only	Varies by region
Sutton & East Surrey Water	Surrey	Water only	Varies by region

Water-only companies provide drinking water but not sewerage services. If you’re with a water-only company, a separate wastewater company handles sewerage in your area.

Outside England & Wales
Scottish Water	Scotland	Water & wastewater	£532
Northern Ireland Water	Northern Ireland	Water & wastewater	Varies

Still unsure about how to find out which water company is in your area:

Visit: www.energynetworks.org (works for water too)
Or check your water bill – the company name will be on it
Or call 105 (the water industry helpline)

Common questions about water company compensation

Do I have to claim compensation or is it automatic?

It should be automatic for most issues covered by the Guaranteed Standards Scheme. If it hasn’t arrived within 10 working days of the problem occurring, contact your water company to chase it.

How will I receive my compensation?

Usually as a credit on your water account, which reduces your next bill. You can ask for payment by cheque or bank transfer instead.

What if the outage was caused by a storm?

Severe weather is an exemption – but only if it was the sole cause. If the company’s failure to maintain infrastructure contributed, the exemption won’t fully apply. The company must prove severe weather was the only reason.

Can businesses claim compensation too?

Yes – businesses on non-household contracts get higher compensation in most cases (see tables above). Some amounts differ significantly from household rates.

What if I rent my home – can I still claim?

Yes. Compensation goes to the customer on the account, whether that’s you or your landlord. If your landlord is the account holder, let them know about the issue so they can claim.

My water company says the problem is fixed but my pressure is still low – what do I do?

Report it again. Each time pressure falls below the required standard and isn’t fixed, you’re entitled to another compensation payment (up to 5 times per year or £250 automatically if it’s an ongoing problem).

What if I have a medical condition that makes the water outage particularly serious?

Register for the Priority Services Register (see below). This gives you priority treatment during outages, including faster restoration and automatic compensation.

Can I claim for food I had to throw away during an outage?

Standard GSS compensation doesn’t cover consequential losses like spoiled food. However, if the outage was particularly long or caused significant damage, you can request additional compensation through the complaints process or small claims court.

Get free advice about water complaints and compensation

If you’re struggling to get compensation from your water company, or you’re unsure about your rights, you can contact the Citizens Advice consumer helpline for free, independent advice.

They can help you:

Understand what compensation you’re legally entitled to
Draft a formal complaint to your water company
Challenge a refusal to pay
Prepare for small claims court if you decide to take legal action
Get advice if you’re being treated unfairly or your bill is in dispute

Citizens Advice
Website: www.citizensadvice.org.uk
Consumer helpline: 0808 223 1133

About Consumer Voice

Consumer Voice helps people get back money they may be owed when companies get it wrong. We explain your rights clearly, so you can understand whether you may be owed compensation, whether you can join a claim, and what steps to take next.