Industry Regulation

The water industry is a highly regulated sector and we have a number of different government organisations regulating our activities. A brief description of the key organisations and their contact details can be found below.


Ofwat is the economic water industry regulator responsible for ensuring we meet the conditions of our licence which includes pricing policies, monitoring the level of services we provide and protecting our customers’ interests.

0121 644 7500

Centre City Tower
7 Hill Street
B5 4UA

The Consumer Council for Water (CCWater)

CCWater is an independent organisation aims to protected consumers’ interests and investigate customer complaints free of charge.

0117 955 7001 (Mon-Fri, 08.30am – 4.30pm)

Consumer Council for Water
1st floor  Victoria Square House
Victoria Square
B2 4AJ

Environment Agency

The Environment Agency is responsible for protecting and improving the water environment  which includes rivers, groundwaters, coastal waters, fisheries, pollution control, navigation and flood defences. In addition to this, it regulates both quality and the quantity of water we take from and return to rivers, other inland water and underground sources.

03708 506 506 (Mon-Fri, 8am – 6pm)

National Customer Contact Centre
PO Box 544
S60 1BY

Drinking Water Inspectorate (DWI)

The DWI is responsible for monitoring our compliance with the water quality standards, these are reported against compliance with drinking water quality standards in England, which are based on EU Directives. The DWI is part of the department of Environment, Food and Rural Affairs.

0300 068 6400

Drinking Water Inspectorate
Area 4a
Ergon House
Horseferry Road

The Department of Environment, Food and Rural Affairs (DEFRA)

DEFRA sets national government policy for water and controls some very important aspects of our work. In particular the DWI sets the standards of our water quality based on EU standards and is responsible for making sure we meet them.

08459 33 55 77 (Mon – Fri, 8am – 6pm)

Nobel House
17 Smith Square

Text phone: 0845 300 1998