Water customers in England and Wales can now go to an independent adjudicator if their complaint has not been resolved by their water company and after intervention from CCWater.
The Water Redress Scheme, or WATRS, will adjudicate on disputes relating to bills and payments, metering, water supply and sewerage services.
WATRS should provide fast resolution, aiming to make its decision within 20 working days of receiving an application. If WATRS supports a customer complaint, it will decide what action the company must take, including carrying out work or paying compensation for loss or damage.
The service will be free to use for the customer, and the adjudicator’s decision will be binding on the water company if accepted by the customer