Could you be owed up to £2,000 for water service failures?

Many households may be entitled to compensation of up to £2,000 if their water company hasn’t met certain service standards, such as providing clean drinking water, offering good customer service, or resolving problems in a timely manner. 

New measures from the Government aim to improve standards across the water industry and ensure customers are compensated fairly when things go wrong. 

Here’s what you need to know – and how to check if you’re entitled to cash back. 

What’s this all about? 

Water companies are set targets by something called the Guaranteed Standards Scheme. This covers things like: 

• Fixing leaks or supply issues within a certain time 

• Giving you notice about planned work or disruptions 

• Turning up for appointments 

• Responding to complaints or problems promptly 

If these standards aren’t met, compensation could be offered.  However, not everyone is aware of their rights, and some customers could be missing out on payments they’re entitled to. 

That’s changing. Ofwat, the water regulator, wants firms to be held accountable where expectations aren’t met. 

How much could I get? 

The Government says you could receive up to £2,000 if your water company has repeatedly failed to meet required standards or left issues unresolved. 

In most cases, payments will be smaller - usually between £20 and £150 per incident - but they can add up if your supply has been unreliable for a while. 

Do I need to claim? 

Payments should be made automatically if your water firm knows there's been a failure. 

But if you think you've missed out, it’s worth contacting your water company and asking if you’re due anything under the Guaranteed Standards Scheme. 

You can complain to the Consumer Council for Water (CCW) or take it to the Water Redress Scheme (WATRS) if you’re not happy with the response. 

Check if your water firm owes you 

Here are a few examples of what you might be entitled to: 

• No water supply for more than 12 hours? You could get £30 

• Late fixing a leak or issue? Another £20 - £50 

• Didn’t show up to an appointment? That’s £20 

• No warning about planned works? You could be owed again 

It’s also worth checking if your household qualifies for social tariffs or water bill discounts, especially if you’re on a low income, claiming benefits, or using a lot of water due to medical needs. Some schemes can cut your bill by up to 90%. 

Read our guide to every UK water company’s discount and hardship scheme