Water is a basic human right — yet in England and Wales, customers are forced to pay water companies under statutory charges, with no choice of supplier and no ability to opt out. These charges are backed by law, not contract, which makes them different from most other bills. But while you cannot simply refuse to pay without consequences, there are ways to defend yourself, reduce costs, and challenge unfairness. This guide explains how.
1. Understand the Law
- No signed contract: You never sign a contract with your water company. Payment is a legal obligation under the Water Industry Act 1991.
- Statutory charge: Each year, your water company publishes a “charges scheme” (approved by Ofwat). This legally binds every customer in their area.
- No disconnections: Since 1999, water companies cannot cut off domestic supply for non-payment. Instead, they pursue debts through the courts.
⚠️ If you stop paying entirely, the company can apply for a County Court Judgment (CCJ) against you, damaging your credit rating and adding legal costs.
2. Challenge Billing Errors
Even if you can’t opt out, you can dispute charges:
- Check your meter: Make sure readings are correct. Estimated bills are often wrong.
- Surface water drainage: If rainwater from your property doesn’t drain into public sewers, you may qualify for a discount.
- Unmetered charges: If you’re on a rateable value system, check whether switching to a meter could save money.
If your bill seems wrong, complain to the company first, then escalate to the Consumer Council for Water (CCW) if unresolved.
3. Use Affordability Schemes
If you’re struggling to pay:
- WaterSure: Caps bills for households on benefits with high essential use (e.g. medical needs).
- Social tariffs: Many companies offer reduced rates for low-income households.
- Payment plans: You have the right to request instalments instead of lump sums.
Companies must offer support. If they refuse, complain to CCW.
4. Expose Unfair Practices
Water companies shift costs onto customers and insurers. You can fight back by demanding transparency:
- Data Subject Access Requests (DSARs): Demand all information your water company holds about you, including complaint records and billing data.
- Freedom of Information (FOI) & Environmental Information Regulations (EIRs): Request data from regulators (Ofwat, Environment Agency, councils) about leakage, pollution, and enforcement.
These requests reveal whether your charges are inflated by company failures.
5. Protect Yourself from Insurance Cost-Shifting
If your company tells you leaks on your property are “your problem”:
- Document everything in writing.
- Notify your insurer, but challenge any denial of cover.
- Escalate disputes to the Financial Ombudsman Service (FOS).
- Share your case with CCW to build evidence of systemic cost-shifting.
This prevents companies from quietly dumping their liabilities onto you.
6. Join Collective Action
Individually, your power is limited. Collectively, customers can force change:
- Mass DSAR/FOI campaigns: If thousands demand data at once, companies and regulators cannot ignore the administrative and reputational pressure.
- Coordinated complaints: Submit identical complaints to Ofwat, CCW, and MPs to highlight systemic issues.
- Public exposure: Share stories with media and campaign groups to build political momentum.
Northern Ireland abolished domestic water charges in 2007 after mass resistance. Scotland kept water public. Change is possible.
7. Push for Political Reform
Ultimately, defending yourself means fighting for a fairer system:
- Demand renationalisation or non-profit models (like Wales’ Glas Cymru).
- Press MPs to ban dividends until service improves.
- Support campaigns calling for water to be treated as a public right, not a profit source.
The Verdict
You cannot simply walk away from statutory water charges — the law enforces them. But you are not powerless. By challenging errors, using affordability schemes, exposing unfair practices, and joining collective action, you can defend yourself and help push for the systemic reform this industry desperately needs.
💧 Takeaway: You may not have signed a contract, but you still have rights. Use them. Challenge every unfair charge, demand transparency, act collectively, and pressure politicians. That is how customers defend themselves against a broken system.