Our regulators

There is a strict system of regulation within the water industry, which is in place to safeguard the best interests of customers and the environment. If we fail to meet our regulator’s standards, we can be prosecuted or receive financial penalties.


Our main regulators are: 




The Office of Water Services (Ofwat)

Ofwat is the economic regulator for the water and sewerage industry in England and Wales. It sets our prices and agrees our programme of improvements.


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Drinking Water Inspectorate (DWI)

The DWI is responsible for setting and monitoring the high standards of drinking water quality that we supply.





Environment Agency (EA)

The EA is responsible for protecting and improving the environment. It controls all of the water we take from rivers, streams and underground sources and monitors the water we return to the environment.



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Consumer Council for Water 

CCW is the independent voice for water consumers in England and Wales. Since 2005, CCW has helped thousands of consumers resolve complaints against their water company, while providing free advice and support. All of its work is informed by extensive research, which it uses to champion the interests of consumers and influence water companies, governments and regulators.