Understanding Your Water Company: Who Supplies You and How They Work
Water companies are regional monopolies - you cannot switch. Here is how the system works, who regulates it, and what to do if things go wrong.
You cannot choose your water company - it is determined by where you live. There are 11 major water and sewerage companies in England and Wales covering different regions. Ofwat regulates prices and service; the Consumer Council for Water handles complaints.
The water industry works differently from other utilities. There’s no market, no switching, no choice. Where you live determines who supplies you. Understanding how this system works helps when things go wrong.
How the Water Industry Is Structured
In England and Wales, water is supplied by regional monopolies. These fall into two types:
Water and Sewerage Companies (WASCs) - Handle both clean water supply and wastewater/sewerage. Most customers deal with these.
Water Only Companies (WOCs) - Supply clean water only. Sewerage comes from a separate WASC.
The main water and sewerage companies:
| Company | Region |
|---|---|
| Anglian Water | East of England |
| Northumbrian Water | North East |
| Severn Trent | Midlands |
| Southern Water | South East coast |
| South West Water | Devon, Cornwall |
| Thames Water | London, Thames Valley |
| United Utilities | North West |
| Welsh Water (Dŵr Cymru) | Wales |
| Wessex Water | South West (Bristol, Somerset) |
| Yorkshire Water | Yorkshire |
Smaller water-only companies serve parts of some regions. Your bill will show which company supplies you.
Scotland has Scottish Water (publicly owned). Northern Ireland has Northern Ireland Water (also public). Different rules apply there.
Why No Competition?
Water infrastructure makes competition impractical. You can’t have multiple companies’ pipes running to your house. Building duplicate infrastructure would be enormously wasteful.
Instead, the industry is regulated by Ofwat, which:
- Sets price limits every five years
- Monitors service quality
- Approves investment plans
- Penalises poor performance
This is supposed to provide the benefits of competition without the downsides of actual market chaos in an essential service.
What Your Water Company Does
Your company is responsible for:
Water supply:
- Treating water to drinking quality
- Pumping it through the network
- Maintaining pipes up to your property boundary
- Fixing leaks on their side
Sewerage:
- Collecting wastewater from your property
- Transporting it through sewers
- Treating it at sewage works
- Disposing of it safely
Your responsibility:
- Pipes within your property boundary (supply pipe)
- Internal plumbing
- Drains within your property
- Private sewers if applicable
The boundary matters for leaks and blockages. Water companies fix problems on their side for free. Problems on your side are your cost.
How Prices Are Set
Every five years, Ofwat reviews what each company can charge. This price review considers:
- How much the company needs to invest
- Operating costs
- Returns to shareholders
- Inflation
- Performance targets
Companies submit business plans, Ofwat challenges them, and eventually prices are set for the next five years. You can’t negotiate or shop around - whatever your company charges is what you pay.
Service Standards
Water companies have guaranteed standards of service. If they fail to meet these, you’re entitled to compensation:
| Standard | Compensation |
|---|---|
| Supply not restored within 12 hours of interruption | £30 per 24 hours |
| Low water pressure (below minimum standard) | £25 per incident |
| Sewer flooding inside your home | £150-£1000 depending on severity |
| Missed appointments | £30 |
| Complaint not responded to in 10 working days | £20 |
Compensation is usually automatic for supply interruptions. For other issues, you may need to claim.
If Things Go Wrong
Minor Issues (Billing, Service Questions)
Contact your water company directly. Numbers are on your bill and website. Most issues resolve at this stage.
Complaints
If the company doesn’t resolve your issue:
- Make a formal complaint in writing
- Allow them 8 weeks to respond
- If still unresolved, escalate to Consumer Council for Water (CCW)
CCW is free and independent. They can investigate complaints and push for resolution. They handle around 10,000 complaints per year.
Water Quality Issues
If your water looks, smells, or tastes wrong:
- Contact your company immediately
- They should investigate within hours
- For serious quality issues, contact the Drinking Water Inspectorate
Emergencies (Major Leaks, Flooding, No Supply)
Call your company’s emergency line (available 24/7). These are treated as urgent - they have targets for response times.
Private Water Supplies
Some rural properties aren’t connected to mains water. They use:
- Private wells or boreholes
- Springs
- Shared private supplies
Private supplies aren’t regulated the same way. You’re responsible for quality testing and maintenance. Your local council’s environmental health team oversees private supplies.
Future Changes
The water industry is under scrutiny for:
- Sewage discharges into rivers
- Leakage levels (around 20% of water is lost to leaks)
- Dividend payments while infrastructure deteriorates
- Customer service quality
Ofwat is pushing harder on environmental performance. Some companies face enforcement action. Over time, expect more focus on investment, potentially meaning higher bills but better infrastructure.
You still won’t get to choose your supplier. But the regulatory pressure means companies face consequences for poor performance that they might not have faced a decade ago.