Guides › Energy and Water Bills › Water Supply Interrupted: Compensation
Water Supply Interrupted: Compensation
Water companies must give notice of planned interruptions (48 hours in England) and restore supply on time, or within 12 hours after a burst main. If they miss these standards, you are due a payment under the Guaranteed Standards Scheme: in England £50, plus £50 for each further 12 hours.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Payments in England
Planned Interruptions
Companies must give written notice at least 48 hours before a planned interruption. If they do not, the payment is £50 (£100 for business customers). source
Restoring Supply
Supply must be restored by the time in the notice, or within 12 hours in an emergency caused by a leak or burst main. If not, £50 (£100 for business customers), plus £50 (£100) for each further full 12 hours, capped at twice your annual water supply charges. source
Payments in Wales
Wales
In Wales, notice is due 24 hours ahead, or £20 (£50 for business); you must claim this payment. Late restoration is £20 (£50 for business) plus £10 (£25) for each full 24 hours. source
Consumer Council for Water
You can take your complaint to the Consumer Council for Water (CCW), which is free, once you have a final response (written or spoken) or eight weeks have passed since you first complained. Include evidence such as emails, bills or call notes. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 48 hoursNotice of a planned interruption (England)24 hours in Wales
- 12 hoursRestore supply after a burst mainOr by the time given in the notice
- 8 weeksWater complaint to the Consumer Council for WaterAfter a final response, or 8 weeks from your first complaint
Steps to Take
Step 1 of 5
Note when the water went off and when it came back, and keep any notice you were given.
Step 2 of 5
Contact your water company and ask for your Guaranteed Standards Scheme payment.
Step 3 of 5
In Wales, make sure you claim the payment for a missed notice: it is not automatic.
Step 4 of 5
If the company does not reply within 10 working days, ask for the late-reply payment too. Our free letter templates can write it for you.
Step 5 of 5
If you are still unhappy, take it 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.
Good to Know
Small things that make your complaint stronger.
Business customers get higher payments than households.
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: 13 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 13 October 2026
- ccw.org.uk/advice-and-support/make-a-complaint Checked 12 October 2026