WaterFuture - Get into water

We’re sorry you've felt the need to complain. 

We aim to always provide you with the highest possible service by treating you courteously, fairly, efficiently and making your contact with us as simple as possible. However, sometimes problems do occur and when they do, we want to know so that we can put them right.

To put things right as soon as possible we’d really like to talk to you about what’s gone wrong.  One of our experienced, dedicated Customer Managers can call you to understand what’s happened.  They will take the details, provide you with their direct telephone number and fully investigate so that they can resolve the issue.

Our Complaints and Compliments leaflet explains how we handle complaints.  You can let us know of your issue using whichever contact method you prefer and we’ll make sure things are put right.

If you decide to write to us, you will be contacted by a dedicated Customer Manager who will acknowledge your complaint, provide you with their direct telephone number and investigate your concerns. 


We will always aim to resolve your complaint as quickly as possible

We promise to  reply to your complaint within ten working days from the date we receive your enquiry. However, we do understand you’d like your complaint resolved as quickly as possible so wherever possible we will aim to respond within five working days.

Occasionally our responses can take a little longer as we may need to make a visit or gather information, so if we haven’t been able to sort things out within eight weeks or we can’t agree a way forward with you, we will let you know that you have a right to pass your contact to CCWater.

Get in touch

Billing Enquiries - 0344 346 1010*
Operational helpline - 0344 346 2020* (24 hr)
Bogus caller helpline - 0344 346 2020* (24 hr)

Debit card payment - 0800 230 0750
Direct Debit set up - 0800 083 2365
Debt helpline - 0800 083 0283
Debt helpline opening hours are:
8am-8pm Monday-Thursday
8am-6pm Friday
9am-1pm Saturdays


Meter installation - 0800 083 4301
Meter estimate rebilling - 0800 083 4247
Report a leak - 0800 230 0561 (24 hr)


New Connections helpline - 0800 083 1821
Opening hours are Mon-Fri 9am - 5pm


Minicom - 0800 169 9965
Contact us via Text Relay – dial 18001 before the helpline numbers

Opening hours are:
Mon-Fri 8am-6pm & Saturdays 9am-1pm

For general enquiries

*03 numbers are charged at standard rates and will be included in any free minutes in a mobile or landline phone contract.

Seen a leak? See if we're on our way to fix it

Thank you for letting us know

For leaks in the road, pavement or other public areas, We aim to attend within 3 working days. Sometimes we may need permission from the council to work in the road, meaning that our repair times can take a little longer, up to 3 weeks.
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