Update: Coronavirus (Covid-19)
In these challenging times, we remain committed to supporting the water sector and ensuring customers, particularly those who are most vulnerable, receive reliable water and waste services. We also want to ensure that we can provide support where it is appropriate and within our powers to do so.
At the same time, we need to ensure the safety and well-being of our staff and all those we engage with. This means we are reallocating some of our resources to help ensure that the most urgent and the most critical work can be done on time.
To allow us to do this as efficiently as possible, we have updated the ways in which you can get in contact with us. Please note that given this unprecedented situation, it may take longer for us to respond. If this is the case, then please do bear with us.
- For customers needing help or those that have a complaint: please email us at [email protected]. We will aim to respond within 5 working days.
- For Freedom of Information requests please email us at [email protected]
- If you have a general switchboard enquiry that is not covered by the above then please call 07595 087 465 and leave a message and someone will get back to you.
For individual enquiries and complaints about water companies
The Consumer Council for Water is the statutory consumer body for the water sector in England and Wales.
If you are concerned about your water bill or have a complaint about your water company, first discuss it with your water company. If you remain unhappy, please contact the Consumer Council for Water, which will be able to offer further assistance and advice.
Or call 0300 034 2222 (for customers in England) / 0300 034 3333 (for customers in Wales)
Other enquiries and complaints about water companies
We do not generally deal with individual consumer complaints or enquiries about water companies or individual water bills.
There are a small number of complaints we do deal with.
Questions about the quality of your drinking water
We do not regulate drinking water quality.
Drinking water quality is regulated by the Drinking Water Inspectorate.
We do not regulate environmental issues – including flooding or pollution.
Environmental quality is regulated by:
We do not regulate in Scotland.
The economic regulator for water in Scotland is the Water Industry Commissioner for Scotland.
We do not regulate in Northern Ireland.
The economic regulator for water in Northern Ireland is the Utility Regulator.
Comments, compliments or complaints about Ofwat
We are committed to providing you with a high quality service. If you have something to say about the service we provide or the way we provide that service, please let us know. Your comments help us learn about what is important to you and shows us where we can improve.
Have you got some great feedback for one of our colleagues? If so, please use our online form to tell us the name of the person and about the service you received from them. We will thank the person involved and share their good practice internally so that we can continue to improve.
If you are unhappy about the service you have received, we would like to know right away. You can find out more information on Ofwat’s complaints procedure here.
If you work in the water and sewerage sector and have concerns about improper practices in a business we regulate, we would encourage you to use the whistleblowing procedures in your workplace, in the first instance. If there aren't any or if you don't feel able to do so (for whatever reason), please use our online form, by telephone 0121 644 7500, or in writing at:
Centre City Tower
7 Hill Street
You can find out more in our whistleblowing section.
Our media centre contains information for press and the media, including contact details.
We are happy to receive requests to speak at events, and will consider every request we receive.
Please complete our speaker and event requests form.
To report issues with the website such as broken links or problems with accessibility please email [email protected].
Centre City Tower
7 Hill Street
Birmingham B5 4UA
Map of our Birmingham office.
21 Bloomsbury Street
London WC1B 3HF
Map of our London office.
By phone: 0121 644 7500