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WATER SUPPLY

Ofwat
Ofwat (the Office of Water Services) is responsible for making sure that the water and sewerage companies in England and Wales give you a good-quality, efficient service at a fair price. Their web site is at: www.ofwat.gov.uk/

What is Ofwat's role?
They are the economic regulator of the water industry in England and Wales. This means they:

  • limit the amount companies can charge customers;
  • make sure that companies can carry out their responsibilities under the Water Industry Act 1991;
  • protect the standard of service received;
  • encourage companies to be more efficient; and work to encourage competition where appropriate.

They also compare the activities of all the companies. This helps poor performers to rise to the standards of the best.

What about water quality?
Ofwat are not responsible for regulating the quality of drinking water and the environment. The Drinking Water Inspectorate is the independent organization that oversees the quality of tap water. You can find out more on its website ( http://www.dwi.gov.uk/)

The Environment Agency is responsible for protecting and improving the quality of rivers, estuaries and coastal waters. You can find out more on its website (http://www.environment-agency.gov.uk/)

Complaints
If you have a complaint about your water or sewerage service, you should first speak or write to your local water company so that they have a chance to put the problem right. If you need to know how to make a complaint, contact your company. All companies have a complaints procedure, approved by the Office of Water Services (Ofwat), the independent regulator. You can ask your company for a free copy of its complaints procedure. If you are not satisfied with the way your company deals with your complaint, tell them. They will then deal with your complaint at a higher level.

If you have followed the company's complaints procedure but are still not satisfied, you can make your complaint directly to the Committee responsible for your water company:

WaterVoice Wales

Room 140, Caradog House
1-6 St Andrews Place
Cardiff, CF10 3BE
Telephone: 029 2023 9852
Lo-call: 0845 7078267
Fax: 029 2023 9847
E-mail: mailto:wales@watervoice.org.uk
Office hours: 8.30am to 4.30pm

Responsible for customers of:

Dwr Cymru / Welsh Water
Dee Valley Water

WaterVoice Central

1st Floor
Chanelle House
86 New Street
Birmingham, B2 4BA
Telephone: 0121 644 5252
Lo-call: 0845 7023953
Fax: 0121 644 5256
E-mail: mailto:central@watervoice.org.uk
Office Hours: 8.30am to 4.30pm
Responsible for customers of:
Severn Trent Water

If you would like to download this document please click on one of the links below:

Water Supply (Word Document 117Kb)
Water Supply (PDF Document 128Kb)


Ofwat, the Office of Water Services, is responsible for water and sewerage companies in England and Wales.

The Drinking Water Inspectorate is the independent organization that oversees the quality of tap water.

The Environment Agency is responsible for protecting and improving the quality of rivers, estuaries and coastal waters.