Water company Products & services: Water and wastewater services.
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Making a claim against Dŵr Cymru Welsh Water
If Dŵr Cymru Welsh Water has caused you a financial loss, you may have grounds to claim compensation. Claims are decided on the facts and the evidence you can provide, so it helps to understand what you can claim for before you begin.
This guide explains the types of claim common across the water servicessector, the steps to take first, and the evidence you’ll want to gather.
Claims may include:
- Incorrect or estimated water and sewerage bills
- Overcharging or being billed on the wrong tariff or meter
- Loss of supply, low pressure or discoloured water
- Leaks, escapes of water and burst mains
- Internal and external sewer flooding
- Property damage caused by the company or its contractors
- Guaranteed Standards Scheme (GSS) payments not made
- Poor complaint handling or missed appointments
What can you claim for?
- Incorrect bills
Were you billed on an estimate, the wrong meter or a tariff you should not be on?
Learn more - Supply problems
Did you lose your water supply, or suffer persistent low pressure or discoloured water?
Learn more - Flooding & property damage
Was your home flooded by sewage, or damaged by a leak, burst main or the company’s work?
Learn more - Guaranteed Standards
Did the company miss a GSS deadline — an appointment, a supply-restoration or complaint-response time — without paying you?
Learn more
Before you claim
- 1Report it to your water company
Raise the problem with the company that bills you and ask them to put it right.
- 2Give them a chance to resolve it
Allow the company time to investigate and issue a final response to your complaint.
- 3Escalate to CCW
If you are unhappy with the outcome, the Consumer Council for Water can review it free of charge.
- 4Keep a full record
Note dates, meter readings and photos of any damage, and keep every bill and letter.
Evidence checklist
- Water and sewerage bills
- Meter readings and photos of the meter
- Photos or video of leaks, flooding or damage
- A list of damaged belongings with receipts or valuations
- Dates and times your supply was interrupted
- Plumber, surveyor or loss-adjuster reports
- All correspondence with the company
- Your complaint reference number
- Any GSS payment paperwork
- The CCW referral outcome (if applicable)
Start your claim
Tell us a little about what happened and we’ll help you check whether you have a valid claim against Dŵr Cymru Welsh Water.
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Frequently asked questions
Can I claim compensation from the water company?
If the provider failed a Guaranteed Standard — such as restoring your supply on time, keeping an appointment or responding to your complaint — a fixed payment is usually due automatically. Where you have suffered a financial loss beyond that, for example from flooding or property damage, you may be able to claim further compensation depending on the evidence.
What is the Guaranteed Standards Scheme?
The GSS is a set of minimum service standards every water and sewerage company in England and Wales must meet, backed by fixed compensation payments set by the regulator, Ofwat. If the company misses a standard it should credit your account or pay you without you having to ask.
My home was flooded with sewage — what can I claim?
Internal sewer flooding from the company’s sewers usually triggers a GSS payment linked to your annual sewerage charge, and you may also be able to recover the cost of clean-up and damaged possessions. Keep photographs, receipts and a note of when the flooding happened.
Is there a time limit for making a claim?
GSS payments are generally due within a set period after the failure, so it is best to raise them quickly. Wider claims for financial loss are usually subject to the general six-year limit, but acting promptly keeps the evidence fresh.
Do I have to pay to complain to CCW?
No. The Consumer Council for Water is the free, independent body that takes up unresolved water complaints on your behalf. You would normally give the company a chance to respond first, then ask CCW to review the outcome.
This information is general guidance and is not legal advice.
Relevant legislation
The main laws and regulations that may apply to a claim in the water services sector:
Check whether you can claim money back from Dŵr Cymru Welsh Water in a few minutes — no obligation.