Water Company Not Supplying Water UK Rights - What Can You Do?

Water company not supplying water UK rights explained - understand what happens when your water supply is interrupted, when compensation may be due and what customers can do when service is not restored

Having no running water can quickly become a serious problem. Drinking, cooking, washing, bathing and flushing toilets all depend on a reliable household water supply.

If a water company fails to maintain your supply, you may have rights to information, alternative water supplies and compensation depending on the circumstances.

The Guaranteed Standards Scheme provides minimum service standards for water and sewerage customers in England and Wales. Where a company fails to meet a relevant standard, compensation may be payable.

What are my rights if the water company stops supplying water?

If your water supply is interrupted because of an emergency, the water company should tell affected customers about the interruption, explain when the supply is expected to return and provide information about obtaining an alternative supply.

Ofwat states that where a piped water supply fails, companies must provide at least 10 litres of water per person per day to affected consumers within the first 24 hours and maintain that provision until the piped supply is restored.

This can include bottled water, bowsers or standpipes depending on the circumstances.

How long can a water company leave you without water?

There is no simple rule saying that every interruption must be resolved within one fixed number of hours.

The applicable standard depends on why the supply was interrupted.

For an emergency interruption in England, the current Guaranteed Standards Scheme generally provides for compensation where an interruption is not restored within 12 hours after the company becomes aware of it. Where the interruption involves a leak or burst on a strategic main, the relevant period can be 48 hours. Further compensation can apply for each subsequent 12-hour period, subject to the scheme's conditions and maximum cap.

Can I claim compensation for no water?

Potentially, yes.

Under the current Guaranteed Standards Scheme in England, the minimum payment for qualifying failures to restore a water supply is generally £100, followed by a further £100 for each subsequent 12-hour period, subject to the applicable maximum.

The exact entitlement depends on the reason for the interruption and whether any statutory exceptions apply.

Some water companies may also offer compensation above the statutory minimum under their own customer schemes.

Do I automatically receive compensation?

In many qualifying situations, the water company should make the Guaranteed Standards Scheme payment automatically.

Ofwat states that companies generally have to make automatic payments within 20 days of failing to meet the relevant standard, although exceptions and different timeframes can apply.

If you believe you are entitled to compensation but have not received it, you should contact the water company and make a claim.

Ofwat states that where a customer is entitled to a GSS payment but it has not been made automatically, the customer can generally claim within three months of the incident.

What if the water company keeps delaying restoration?

A water company should provide information about the expected restoration time during an interruption.

If the company repeatedly changes the estimated restoration time, keep records of the updates.

Useful evidence includes:

• The date and time the water stopped

• Incident or reference numbers

• Estimated restoration times

• Text messages or emails from the water company

• Screenshots of incident updates

• Records of alternative water provided

• Receipts for reasonable expenses

• Details of when the supply was eventually restored

This information can help when making a compensation claim or formal complaint.

What if the water company says the interruption is an emergency?

Emergency interruptions can happen because of burst mains, leaks, equipment failures or other unexpected problems.

Being an emergency does not necessarily remove the customer's rights. The Guaranteed Standards Scheme contains specific rules for emergency supply interruptions, although certain exceptions can apply.

For example, severe weather or other exceptional circumstances may affect whether compensation is payable.

What if the interruption was planned?

Water companies can carry out planned works that require a temporary interruption to supply.

For planned interruptions lasting more than four hours, Ofwat states that customers should normally receive at least 48 hours' notice.

If the company fails to meet the applicable notice or restoration requirements, compensation may be available under the Guaranteed Standards Scheme.

What if I am a tenant and the property has no water?

Tenants should establish whether the problem is with the water company's network or the property's own plumbing.

If neighbouring properties have also lost their water, the problem is more likely to involve the public water supply.

If only your property is affected, possible causes could include:

• A private pipe problem

• A leak

• A closed or defective stop tap

• Internal plumbing failure

• A storage tank problem

• A pump failure

• A landlord maintenance issue

Where the fault is within the property and falls within the landlord's repair responsibilities, the tenant should report it to the landlord or managing agent immediately.

Is the landlord responsible for no water?

A landlord is not normally responsible for an interruption caused by a water company's wider network problem.

However, the situation can be different if the property itself has a defective plumbing system or another repair problem that prevents the tenant from receiving water.

Tenants should report property-specific water problems promptly and keep evidence of the complaint.

A prolonged loss of an essential service can become a serious housing issue, particularly if the landlord fails to arrange necessary repairs.

What if I am vulnerable or need extra help?

Customers who may need additional assistance can ask their water company about its Priority Services Register.

Water companies provide additional support to eligible customers who may need extra help during interruptions or other service problems. Ofwat's current standards require water companies to provide appropriate support to customers on their priority services registers.

This can be particularly important for households where a water interruption creates a greater risk or practical difficulty.

Can a water company cut off my water because I owe money?

Domestic water customers have important protections against disconnection for ordinary household water debt.

A lack of water caused by a service interruption is therefore very different from a customer simply failing to pay a bill.

If you are struggling with water charges, contact the water company and ask about available payment support rather than assuming your supply can simply be disconnected.

What should I do if my water company refuses compensation?

Start by making a formal complaint to the water company.

Explain:

• When the supply was interrupted

• Why you believe the company failed to meet the applicable standard

• When the supply was restored

• Any compensation you believe is due

• Any evidence supporting your claim

If the dispute cannot be resolved, the Consumer Council for Water may be able to help with the complaint. Ofwat also has a formal dispute process for certain unresolved Guaranteed Standards Scheme disputes.

Can I claim more than the Guaranteed Standards payment?

The Guaranteed Standards Scheme provides minimum payments for specified service failures. It does not remove other legal rights a customer may have to seek compensation in appropriate circumstances.

However, additional compensation is not automatically available simply because you experienced inconvenience.

If the interruption caused significant financial loss or another serious problem, specialist advice may be appropriate.

What should landlords do when a property has no water?

Landlords should establish whether the problem is external or property-specific as soon as possible.

If the issue is internal, landlords should arrange appropriate investigation and repairs rather than leaving tenants without an essential service.

A good property-management response includes:

1. Recording the tenant's report.

2. Establishing whether the wider water network is affected.

3. Contacting the water company where necessary.

4. Checking the property's plumbing and water systems.

5. Arranging urgent repairs where appropriate.

6. Keeping the tenant informed.

7. Recording the work carried out.

How Fraser Bond can help landlords and property owners

Water supply problems can quickly become property-management issues when they involve internal plumbing, leaks, pumps, heating systems or tenant complaints.

Fraser Bond supports landlords and property owners across London and the UK with property management, maintenance coordination, contractor management and compliance support.

Whether the issue originates with the water company or within the property itself, identifying the correct responsibility quickly can help prevent unnecessary disruption and further property problems.