Ofwat (Water Services Regulation Authority)
Ofwat's Relay UK Service provides support for water regulation inquiries, consumer rights, and industry standards in England and Wales. Common reasons for calling include handling complaints about water companies, such as service quality and pricing issues, and seeking guidance on licensing and regulatory compliance. Typical wait times can be longer during peak periods, especially after major announcements. It's advisable to call during off-peak hours or use online forms for quicker responses. The service is available during regular operating hours, and callers should prepare necessary details in advance for a smoother experience.
Updated 15 Dec 2025
Expected outcomes
- Check consumer rights
- Investigate service complaints
- Guide on licensing queries
- Explain industry standards
- Resolve pricing issues
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Complaint details
- Contact information
- Water company name
- Account details
- Nature of query
- Relevant license details
Known issues
Callers have occasionally reported long wait times during peak periods, particularly following major regulatory announcements. To mitigate this, it's recommended to use online contact forms or call during off-peak hours. Additionally, the complaint escalation process can be complex, requiring multiple follow-ups. Ofwat provides guidance on their website, and staff are trained to clarify the necessary steps. Preparing all required information before calling can help streamline the process and reduce potential frustrations.
