Businesses, charities and public sector organisations

Water and wastewater supply to business, charity and public sector customers.

Making a complaint

We do not generally deal with individual consumer complaints or enquiries about water companies.

Incentives to support more water efficient new homes

Read our review of the environmental incentives water and wastewater companies offer to support better environmental choices.


In this section of the website you can find information about how water and sewerage services can be supplied to your development. There is also more information on how we are incentivising water companies to provide excellent customer experience to their developer services customers.

NAV Market

A new appointment is made where a limited company is appointed by us to provide water and/or sewerage services for a specific geographic area.

A variation is where an existing appointed company (an “appointee”) asks Ofwat to vary its appointment so it can extend the areas it provides services to.  A new appointee has the same duties and responsibilities as the previous statutory water company.

A NAV therefore involves one company replacing another as the appointee for a specific geographic area.

Find out more about the New Appointments and Variations market.

Connections market

If a development requires a new water main or sewer, the developer may ask the water or sewerage company to install the pipework. When this is required for domestic purposes (cooking, cleaning or sanitary facilities), it is known as requisitioning.

Alternatively, they may choose their own contractor to do the work, which is known as self-lay. The water company will take over responsibility for (adopt) self-laid pipes that meet the terms of its agreement with the developer or self-lay organisation (SLO) that carries out the work.

Find out more about the Connections market.