Water UK appoints alternative dispute resolution services provider

14th May 2026: Water UK has appointed Dispute Resolution Ombudsman to deliver free and independent alternative dispute resolution services for water company customers in England and Wales.¹

Most customer disputes are resolved directly between customers and their water companies. In rare cases, customers may seek mediation by a third party. In even rarer cases, a dispute can be referred to an alternative dispute resolution service, where an independent adjudicator will make a decision that is binding on the water company.  

The Consumer Council for Water used to provide alternative dispute resolution services through a third party. On 24th April 2026, the Department for Environment, Food and Rural Affairs instructed the Consumer Council for Water to cease that service with immediate effect.

So that customers are not left without any alternative dispute resolution service, and at the request of the Department for Environment, Food and Rural Affairs, Water UK has appointed an independent, not-for-profit organisation called Dispute Resolution Ombudsman to continue providing dispute resolution services.  

Dispute Resolution Ombudsman will ensure any customer in need of an adjudication service receives free and independent resolution of their complaint.  

Water UK and its members have also made arrangements to ensure that any customer whose case was being handled by the previous service will have it dealt with as if the service had never been stopped.  

Water UK and water companies will continue this service for customers until such time as government establishes a statutory ombudsman to take on this responsibility.  

_{[1] This service will initially apply to the household and business customers of the largest water companies in England and Wales, which serve more than 99% of connected properties. Smaller water companies (“new appointments and variations”) have agreed to join the service at a later date.}