Mediation
How does it work?
Mediation involves both parties working with a mediator to find a solution. If your case is referred to us, we’ll review it to see if further checks or discussions with the water company might help. With your agreement, we’ll suggest a fair resolution based on the outcome you’re seeking and our experience of the industry and other cases.
How we will help
We’ll provide clear advice on a fair resolution and what’s realistic to achieve as an outcome. We’ll facilitate the process to help both sides reach a mutually acceptable outcome.
If the company makes an offer and you accept it, you won’t be able to move forward with adjudication. The company will work with you directly around the practicalities of the offer (i.e. arranging tasks to be completed or making a payment and will provide a timeline for completion.
Adjudication
If mediation isn’t suitable, we may recommend adjudication. We will contact you to:
- Confirm your complaint points remain the same
- Identify any specific points you want an adjudicator to consider
- Discuss your desired outcome and the likelihood of achieving it
- Review the evidence you have and advise on how to strengthen your adjudication application
Top tips to strengthen your case
Provide strong evidence, such as:
- Time-stamped photos
- Receipts and invoices
- Email exchanges with your water company
- Call recordings
- Expense breakdowns or bank statements
Share details of how the issue affected you, including stress, inconvenience, or poor service. For example:
- A timeline of events
- Proof of time lost (e.g., payslips or absence letters)
- If comfortable, personal circumstances showing how the situation has made living with these more challenging
We’ll help you prepare and send the adjudication application on your behalf. There is currently no direct route to send an application to the adjudication service independently.
If ADR isn’t suitable
If your case is not suitable for mediation or adjudication, we’ll direct you to the most appropriate organisation who can help you.
- Affinity Water
- Albion Water
- Anglian Water
- Bournemouth Water
- Bristol Water
- Cambridge Water
- Dwr Cymru Welsh Water
- Essex and Suffolk Water
- Hafren Dyfrdwy
- Hartlepool Water
- ICOSA Water
- Independent Water Network
- Leep Utilities
- Northumbrian Water
- Portsmouth Water
- Severn Trent Water
- South East Water
- South Staffs Water
- South West Water
- Southern Water
- SES Water (Sutton & East Surrey)
- Thames Water
- United Utilities
- Wessex Water
- Yorkshire Water
- Business Stream
- Water 2 Business
- Source 4 Business
- Clear Business Water
- Yu Water
- Cambrian Utilities
- ADSM
If your complaint is with one of these companies, please contact the ADRgroup
- The water company is still looking into your complaint, and you haven’t received a final decision yet
- The complaint is being dealt with by the courts or another scheme
- The dispute needs a legal decision or must be settled by the courts
- The complaint concerns alleged criminal or fraudulent activity
- You have passed the 6 months deadline to request adjudication from the date you received your CCW closure call/email/letter*
- The value of the complaint is over £10,000 (this includes any amounts awarded for non-financial loss, i.e. stress/inconvenience limited to £2,500 per award)
- The complaint is considered not serious or without substance
- The complaint relates to a private dispute outside of the water company’s control (e.g. dispute between neighbours/friends or family/landlords/undertakers/licensees)
- Eligibility to transfer to a statutory licensee*
- The complaint is about an ongoing insurance claim. The claim needs to be resolved with a final decision, or 6 months must pass since the claim was made
- The complaint is against a water company who has gone into liquidation, ceased trading or has entered into administration
- The complaint concerns the Competition Acts 1998 and 2002
- The dispute concerns water supply licensing
- The complaint involves whistleblowing
- The complaint is only about rules and regulations, and there are no customer service problems
- Any matters which Ofwat has the powers to determine an outcome
- The complaint relates to water quality legal standards. You will need to speak to the Drinking Water Inspectorate (DWI)
- The complaint relates to enforcement under the Environmental Protection Act 1990 and the Environmental Act 1995. You will need to speak to the Environment Agency
- The same complaint has gone through adjudication previously
- The complaint relates to the handling of CCW
- The complaint is being investigated by an official agency
- Resale and third-party disputes
- Claims for loss of property value. You should check your home insurance policy
- The complaint is about whether the water company’s terms and conditions or business practices are fair
- The water company have offered an award in full and final settlement, which you have agreed and accepted
- Complaints where there has been a full and final settlement
*Unforeseen circumstances may be considered if evidenced.