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Water Company Did Not Reply: The £40 Payment
If your water company does not reply to a written account query or complaint within 10 working days, you are entitled to a Guaranteed Standards Scheme payment of £40 in England (£20 in Wales), and an extra payment if that is paid late.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
Account Queries
The Consumer Council for Water says that if a water company does not reply to a written account query or complaint within 10 working days, you are entitled to a Guaranteed Standards Scheme payment of £40 in England (£20 in Wales), and to an extra payment if that compensation is paid late. source
Tell the Water Company First
For water, start by telling your water company what is wrong and giving it a chance to fix it. If it does not reply within 10 working days, you may be due a payment under the Guaranteed Standards Scheme. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 working daysWater company reply at each of its two stages10 working days
Steps to Take
Step 1 of 4
Put your query or complaint in writing and note the date.
Step 2 of 4
Count 10 working days.
Step 3 of 4
If there is no reply, ask for your Guaranteed Standards payment.
Step 4 of 4
If it is refused, go to the Consumer Council for Water.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Water Company's Complaints Team
Always start here, in writing, then ask for a review if needed.
Consumer Council for Water
After a final response, or 8 weeks after your first complaint.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ccw.org.uk/faq/what-standards-are-guaranteed-by-water-and-sewerage-companies Checked 12 October 2026
- ccw.org.uk/advice-and-support/make-a-complaint Checked 12 October 2026