How to Complain to Your Water Company in Wales

Tenants renting in Wales can sometimes face problems with water supply, billing errors, or leaks that affect their home. This guide explains how renters and tenants can complain to their water company, what evidence to collect, when to involve the company that supplies water, and how to escalate to the Consumer Council for Water or the regulator if needed^[1][2]. It covers what a tenant should tell their landlord, how to keep records, and when you might use the First-tier Tribunal for a related housing dispute^[3]. Plain steps and forms are described so you can act confidently and protect your rights in Wales.

When to complain

Make a complaint when the issue is caused by the water service itself (e.g., incorrect billing, persistent low pressure, intermittent supply, or untreated water), or where a supply fault is causing harm to your home. If the problem is caused by the landlords negligence (for example a blocked shared pipe inside the property), you should tell your landlord in writing as well.

• Collect clear evidence: photos, videos, meter readings and dated bills that show the problem.
• Keep a written log of calls and messages showing dates, times and names of staff you spoke to.
• Note any formal letters or notices you receive and keep copies of complaint reference numbers.
• Record timing: when the problem started, how long it lasts and any deadlines the company gives you.

How to complain to your water company

Start with the water company that supplies your property. Tell them you are a tenant, explain the issue clearly, give supporting evidence and ask for a complaint reference number. If the company cannot resolve the issue, follow their escalation steps and use the statutory escalation route if needed.

• Call the customer helpline and report the fault, giving meter readings and a clear description of the harm to your home.
• Email or upload photos and copies of bills so there is a written record of your complaint.
• Submit the companys formal complaint form if informal contact does not fix the issue.
• Note any deadlines the company gives (for example, they must respond within their published timescale).

If the water company does not resolve the matter, you can escalate to the Consumer Council for Water (CCWater) or the regulator. CCWater accepts escalated complaints when the company has issued a final response and you remain unhappy^[1]. Ofwat is the economic regulator and provides guidance on complaining and reporting unresolved issues to them^[2].

Landlord responsibilities and tenancy issues

Tenants should tell their landlord if a water service issue affects the propertys habitability or causes damage. Landlord obligations for repairs and habitability are governed by housing law; relevant legislation includes the Housing Act 1988 and the Rent Act 1977 for certain tenancy types in England & Wales^[4][5]. If the landlord does not act to fix plumbing or communal supply faults, you can combine a complaint to the water company with a written repair request to your landlord.

FAQ

Who should I complain to first if my tap water is unsafe?

First contact your water company and report the safety issue; then escalate to CCWater if the companys response is unsatisfactory^[1].

Can my landlord charge me for water repairs?

It depends on your tenancy agreement; landlords usually must keep the property in repair, but any charges should be stated clearly in your written tenancy agreement.

When should I consider the First-tier Tribunal?

If a landlord fails to remedy issues affecting habitability and written requests have failed, you may seek remedies via the First-tier Tribunal (Property Chamber) for related housing disputes^[3].

How-To

1. Gather evidence: photos, meter readings, bills and a dated log of communications.
2. Contact the water company by phone and follow up in writing, asking for a complaint reference number.
3. Submit the companys formal complaint form if the problem is not resolved informally.
4. Escalate to the Consumer Council for Water after you receive the companys final response.^[1]
5. Consider making a housing application to the First-tier Tribunal if the landlord has failed to act on serious repair issues.^[3]

Help and Support / Resources

• Contact Consumer Council for Water  complaints and escalation
• Submit unresolved complaints to Ofwat
• Application to the First-tier Tribunal (Property Chamber)

1. [1] Consumer Council for Water  Complaints and escalation
2. [2] Ofwat  How to complain and report
3. [3] GOV.UK  First-tier Tribunal (Property Chamber)
4. [4] Housing Act 1988  legislation.gov.uk
5. [5] Rent Act 1977  legislation.gov.uk