Complain to your water company first. If it hasn't sorted it within 8 weeks, or you're unhappy with its final answer, the free Consumer Council for Water (CCW) can take it up for you.
Checked 8 October 2026Written by the MyBillChecker team
Step by step
Complain to your water company in writing. Most have a two-stage process: ask for stage two if the first answer isn't good enough.
Go to CCW after the company's final response or 8 weeks. It's free and independent.
If CCW can't resolve it, you can ask the Water Redress Scheme (WATRS) for an independent decision.
The government plans to replace Ofwat with a new regulator and create a statutory water ombudsman. Ofwat keeps its legal powers until the new regulator is set up (GOV.UK).
Template: water bill complaint
Template letter
Account [number]. My bill dated [date][describe the problem: wrong meter reading, charged unmetered when metered, surface water charge, leak]. Please [correct the bill / refund £X / apply a leak allowance]. If this isn't resolved within 8 weeks, I'll refer it to the Consumer Council for Water.
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