Got the wrong bill from Anglian Water? Here is how to fix it.
This guide explains who Anglian Water is, why they cover the largest geographic area but also the driest region in the UK, the £62.8 million Ofwat enforcement package they got in 2025, your rights under the Guaranteed Standards Scheme, and how to send a proper complaint letter by Royal Mail.
About Anglian Water Services Limited
Anglian Water serves the East of England plus Hartlepool. The service area covers Norfolk, Suffolk, Cambridgeshire, Lincolnshire, Northamptonshire, Bedfordshire, Hertfordshire and most of Essex. Hartlepool is included even though it is geographically far away in the North East. This makes Anglian Water the LARGEST water company in England and Wales by geographic area. It is also notable for serving the DRIEST region in the UK - the East of England gets less rain than anywhere else in Britain. Anglian Water supplies almost 7 million customers and employs around 5,000 people. The legal name of the main operating company is Anglian Water Services Limited (Companies House number 02366656). The head office is at Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon PE29 6XU.
Anglian Water is different from the other big water companies. Severn Trent and United Utilities are publicly listed on the London Stock Exchange (FTSE 100 members). Thames Water is privately owned by a consortium of pension funds and sovereign wealth funds. Anglian Water is owned by a private equity consortium called the "Osprey Consortium" through a holding company called Anglian Water Group Limited (AWG). AWG was previously listed on the London Stock Exchange (FTSE 250) but was taken private in 2006. The Osprey Consortium is made up of "long-term investors representing millions of individual pension holders". So if you have a pension in the UK, there is a small chance some of your money is in Anglian Water somewhere. The CEO is Mark Thurston (who joined on 1 July 2024). The Chair is Dr Ros Rivaz.
Anglian Water has been controversial. Between 2012 and 2022, Anglian Water paid £4.6 billion in dividends to its shareholders. Campaigners say this was the highest dividend pay-out of any water company in England over the period. In July 2025, Ofwat announced a £62.8 million enforcement package against Anglian Water for failing to manage its sewage treatment works and networks properly. Ofwat found that 16% of Anglian Water's sewage plants (58 in total) did not have sufficient storm tank capacity to meet legal requirements. The full enforcement package was confirmed on 9 September 2025. More on what this means for you below.
Registered office
Anglian Water Services LimitedLancaster House, Lancaster Way, Ermine Business Park
Huntingdon, Cambridgeshire
PE29 6XU
United Kingdom
Companies House number: 02366656 · Parent: Anglian Water Group Limited (AWG plc), owned by the Osprey Consortium · Regulator: Ofwat (Water Services Regulation Authority) · Ombudsman scheme: WATRS (Water Redress Scheme), run by CEDR
Group structure
Anglian Water Group Limited / AWG plc (ultimate parent)
This is the UK holding company that owns Anglian Water. AWG plc was previously listed on the London Stock Exchange as a member of the FTSE 250, but was taken private in November 2006 by the Osprey Consortium. The AWG Board has 6 investor representatives plus the CEO, CFO and an independent Chair. Headquartered in Huntingdon.
Delisted from LSE 2006. Private equity-owned.The Osprey Consortium (the ultimate owners)
The Osprey Consortium is the group of private investors that bought AWG plc in 2006. It is made up of "long-term investors representing millions of individual pension holders". So if you have a pension in the UK, there is a small chance some of your money is in Anglian Water somewhere. Different from Thames Water's Kemble Water Holdings, which is owned by direct sovereign wealth funds.
Anglian Water Services Limited (the operating company)
This is the company that holds the Ofwat water and sewage licence for the East of England plus Hartlepool. Companies House number 02366656. Registered office at Lancaster House, Huntingdon PE29 6XU. Incorporated 1 April 1989. This is the legal entity that holds your customer contract and that you would sue or formally complain about. The "Anglian Water" name on bills is the trading name.
Companies House 02366656. Ofwat-licensed.Anglian Water Services Financing PLC and Aigrette Financing (Issuer) PLC
Two financing entities within the group. These raise long-term debt finance from the bond markets and lend it on to the operating company. Customers do not deal with these companies directly, but they do exist in the wider Anglian Water structure and feature in the published accounts. The group debt is significantly lower than Thames Water's £19-20 billion - Anglian Water is not in financial crisis like Thames Water.
Common reasons your Anglian Water Services Limited bill might be wrong
- 1A new water meter installation shot your bill up. Anglian Water has been pushing meter installation in low-rainfall areas (the East of England is the driest in the UK, so water saving is a big priority). Some customers move from a fixed "rateable value" bill to a metered bill that is much higher. The first metered bills can be wrong because the system needs time to settle.
- 2You used water during a Temporary Use Ban (hosepipe ban) and were charged extra. Anglian Water imposes Temporary Use Bans more often than most other UK water companies because of the driest-region issue. There are penalties for breaking these bans - but only if Anglian Water followed the proper legal process to impose the ban. If you have been charged a penalty, check the ban was properly notified.
- 3Your bill is based on estimates and the reads do not look right. Like energy bills, water bills can be based on estimates if a meter reading was not possible. If the estimate looks way off, ask for a manual reading and a recalculation.
- 4You qualify for "LITE" or "Extra Care" but are paying full price. Anglian Water runs a social tariff called the "LITE" (Living In Tough Economic conditions) tariff and a priority services register called "Extra Care". If you should be on one of these but are paying full price, demand the discount or extra support.
- 5You did not get a Guaranteed Standards Scheme payment after a service failure. Anglian Water has to pay automatic compensation when standards are not met. See the dedicated rules block below.
- 6A previous occupant's bill came to you. If you moved into a new property, debts run up by previous occupants are NOT yours. You only owe Anglian Water for water used since you moved in.
The energy billing rules that protect you
| Rule | What it means | Source |
|---|---|---|
| Guaranteed Standards Scheme | If your water supply or sewerage service falls below set standards (low pressure, supply cuts, missed appointments), the water company has to pay you compensation. | Water Industry Act 1991 s.38; Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008. |
| Maximum reasonable charges | Ofwat sets the maximum amounts water companies can charge each year. | Water Industry Act 1991 s.143. |
| Free help from CCW | The Consumer Council for Water (CCW) is the official advocate for water customers. | Water Industry Act 1991 s.27A. |
The driest region in the UK and what it means for your bill
Anglian Water has a unique problem that the other UK water companies do not have: the East of England is the driest part of the UK. Norfolk gets less than 600mm of rainfall a year - that is about half of what Lancashire (United Utilities territory) gets. So Anglian Water has to be much more careful about water supply during dry summers.
What this means in practice: Anglian Water imposes Temporary Use Bans (commonly called hosepipe bans) more often than other UK water companies. These bans are made under section 76 of the Water Industry Act 1991. Anglian Water has to follow specific legal steps before imposing a ban: notify the public in advance, list the activities that are banned (typically hosepipe use for cleaning cars, watering gardens, filling paddling pools), and respect specific exemptions (people with certain disabilities or medical conditions, blue badge holders, business customers with valid uses). If Anglian Water charges you a penalty for breaking a Temporary Use Ban that was not properly notified, you can challenge the penalty.
The drier region also pushes Anglian Water to be more aggressive about metering. If you are an Anglian Water customer and a meter has been installed without your agreement, check the rules. Under the Water Industry Act 1991 section 142, Anglian Water has the right to insist on a meter in some circumstances (especially "water-scarce areas" - which the East of England is). But you still have rights about how the meter is read and how the bill is calculated. If your metered bill is much higher than your old rateable-value bill, take a manual reading, check the rates, and challenge in writing.
The July 2025 Ofwat enforcement package and what it means for you
On 29 July 2025, Ofwat proposed a £62.8 million enforcement package against Anglian Water for failing to manage its wastewater treatment works and network. Ofwat confirmed the package on 9 September 2025. The investigation found that Anglian Water had failed to operate, maintain and upgrade its sewage assets adequately. Specifically, 16% of Anglian Water sewage plants (58 plants in total) did not have sufficient storm tank capacity to hold untreated sewage during heavy rain. This resulted in "excessive spills" from storm overflows into rivers.
The £62.8 million package is bigger than the £57.1 million pure fine Anglian Water would otherwise have faced (which would have been 6.5% of their annual turnover). The full package includes: £20 million to reduce spills from specific storm overflows during 2025-2030, a £5.8 million community fund, a £2 million local fund to tackle sewer misuse and misconnections, and £2 million in a Nature Recovery Fund to support environmental groups. ALL of this is paid by Anglian Water and its shareholders, NOT by customers. Anglian Water has separately committed to spending £1 billion to reduce sewage discharges.
What this means for you: the Ofwat enforcement finding is essentially an official admission that Anglian Water's sewage system has been operating below standard. If you have had sewer flooding inside your home, or pollution affecting your property, or excessive storm overflow discharges in your local river, you have stronger evidence than ever for a Guaranteed Standards Scheme claim. Write a letter quoting the July 2025 Ofwat investigation findings and demand the GSS payment plus damages where applicable. Anglian Water has "accepted that it got things wrong" (Ofwat's own words) so the company is in a weaker position to deny individual claims.
Your rights
Water Industry Act 1991
This is the main law that governs the UK water industry. It sets out Anglian Water's duties (to supply wholesome water, to handle sewage properly, to be reasonable about prices), Ofwat's powers as the regulator, and your rights as a customer. Most of the other water rules sit underneath this Act.
Guaranteed Standards Scheme (Water Industry Act 1991 section 38)
This is the rule that gives you automatic compensation if Anglian Water falls below set service standards. Specific failures that trigger payments include: water supply lost for more than 24 hours, low water pressure (lower than 7 metres static head for an hour), missed appointments, late reply to written complaints, and sewer flooding inside your home (£1,000+ compensation). The detailed rules are in the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008.
Water Industry Act 1991 section 27A (Consumer Council for Water)
This section created the Consumer Council for Water (CCW). CCW is the official, statutory body that represents water customers across England and Wales. CCW is free, independent of Ofwat, and free to use. The CCW route is the natural escalation step if Anglian Water does not resolve your complaint.
Water Industry Act 1991 section 76 (Temporary Use Bans)
This is the rule that lets water companies impose hosepipe bans during drought. Anglian Water uses this section more often than other UK water companies because of the driest-region issue. The bans have to be properly notified and follow the specific rules in the Flood and Water Management Act 2010. If Anglian Water charges you a penalty for breaking a ban that was not properly notified, you can challenge the penalty.
Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008
These are the detailed rules under the Water Industry Act 1991 that set out the specific compensation amounts under the Guaranteed Standards Scheme. They cover service standards like supply interruptions, low pressure, appointment management, complaint responses, and sewer flooding.
Consumer Rights Act 2015, sections 49 and 51
This is the general consumer law that applies to all services in the UK, including water. Section 49 says services must be performed with reasonable care and skill. Section 51 says the price must be reasonable if it is not agreed in advance.
How long do you have to challenge a bill?
The Limitation Act 1980 gives you 6 years to bring a court claim about a contract dispute in England, Wales and Northern Ireland (5 years in Scotland). Water companies cannot generally recover bills for water used more than 6 years ago. For the Guaranteed Standards Scheme, claims should usually be made within 3 months of the failure.
Common Anglian Water Services Limited situations
You had sewer flooding inside your home
Internal sewer flooding triggers a significant Guaranteed Standards Scheme payment (usually £1,000+ for internal flooding, with cleaning and damage costs separate). If Anglian Water did not pay automatically, write a letter giving the date of the flooding, what happened, photos if you have them, and demand the GSS payment under the Water Supply and Sewerage Services Regulations 2008. The September 2025 Ofwat enforcement findings make claims about Anglian's wastewater management significantly stronger.
You were fined for breaking a hosepipe ban
Anglian Water imposes Temporary Use Bans more often than other water companies because of the driest-region issue. Penalties can apply but only if the ban was properly notified under the Water Industry Act 1991 section 76 and the Flood and Water Management Act 2010. Check the date the ban was announced, the activities it covered, and any exemptions you may qualify for (medical conditions, disability, etc). Write a letter challenging the penalty if any of these were not followed.
A meter was installed against your wishes and your bill rocketed
Anglian Water has stronger rights than most other water companies to insist on metering because the East of England is a "water-scarce area" under section 142 of the Water Industry Act 1991. But once a meter is installed, you still have rights about how it is read and how your bill is calculated. Take a manual reading, check the meter is showing the right rate, and challenge the bill in writing.
Your water supply was lost for over 24 hours
If Anglian Water cut off your supply for more than 24 hours (and it was NOT properly planned with notice), GSS compensation should be paid automatically. Write a letter giving the dates, the reason if known, and demand the payment under the 2008 Regulations.
You think you qualify for the LITE social tariff but are paying full price
LITE (Living In Tough Economic conditions) is Anglian Water's social tariff scheme for low-income households. The scheme gives a discount on your water bill if your household income is below a set threshold. There is also the "Extra Care" priority services register for customers with disabilities or medical conditions. If you should have been on the LITE tariff for months or years and were not, you can ask Anglian Water to apply the discount retrospectively.
A pollution incident affected your property
Given the July/September 2025 Ofwat findings that Anglian Water had been failing to properly manage 16% of its sewage plants, claims about pollution incidents are much stronger now. Write a letter quoting the September 2025 enforcement decision. Demand that Anglian Water investigate the incident, confirm whether it was reported to the Environment Agency, and pay any GSS amounts or damages where applicable.
Anglian Water is ignoring your complaint
After 8 weeks of unresolved complaint or a final response from Anglian Water, take the case to the Consumer Council for Water (CCW) free of charge. CCW is the statutory consumer body and Anglian Water has to engage with them. If CCW cannot resolve it, you can then escalate to WATRS (the Water Redress Scheme), which makes binding decisions.
Send your Anglian Water Services Limited complaint by Royal Mail
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- ✓Names the correct legal entity (Anglian Water Services Limited)
- ✓Cites the relevant section of the Water Industry Act 1991 for your situation
- ✓References the September 2025 Ofwat enforcement decision where wastewater failings are relevant
- ✓States exactly what you want Anglian Water to do (refund, GSS payment, social tariff, recalculation)
- ✓Gives Anglian Water a clear 14-day deadline to reply
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Frequently asked questions
Why is Anglian Water's region so different from other UK water companies?
Anglian Water serves the East of England plus Hartlepool. This is the LARGEST geographic area in England and Wales for any water company, but also the DRIEST. Norfolk gets less than 600mm of rainfall a year (compared to over 1,200mm in Lancashire). So Anglian Water focuses heavily on water saving, metering, and Temporary Use Bans during dry summers.
What was the £62.8 million Ofwat enforcement package about?
On 29 July 2025, Ofwat proposed a £62.8 million package against Anglian Water for failing to manage its wastewater treatment works and network properly. Specifically, 16% of Anglian Water sewage plants (58 in total) did not have sufficient storm tank capacity. The package was confirmed on 9 September 2025. It includes £20 million for storm overflow reductions, a £5.8 million community fund, £2 million for sewer misuse, and £2 million for nature recovery. All paid by the company and shareholders, not customers.
What is the Guaranteed Standards Scheme?
It is a set of legally binding service standards that every UK water company has to follow. The standards are set out in the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, made under the Water Industry Act 1991. If Anglian Water falls below the standards (interrupted supply for more than 24 hours, low pressure, missed appointments, late complaint responses, internal sewer flooding), they have to pay automatic compensation. Amounts range from around £25 for a missed appointment to over £1,000 for internal sewer flooding.
Anglian Water installed a meter without my agreement. Can they do that?
Yes, in many cases. Under section 142 of the Water Industry Act 1991, water companies can insist on installing a meter in "water-scarce areas". The East of England is officially water-scarce, so Anglian Water has stronger metering rights than most other UK water companies. But the meter must be properly installed, read accurately, and the bill calculated correctly. If your metered bill is wrong, you can challenge it.
I was fined for breaking a hosepipe ban. Can I challenge it?
Maybe. Anglian Water imposes Temporary Use Bans under section 76 of the Water Industry Act 1991 and the Flood and Water Management Act 2010. The ban must be properly notified in advance and the activities banned must be set out clearly. If the ban was not properly notified, or if you qualify for one of the exemptions (medical conditions, disability, business use), you can challenge the penalty. Write a letter quoting the legal basis for the ban and ask Anglian Water to explain the penalty.
Who owns Anglian Water?
A private equity group called the "Osprey Consortium" owns Anglian Water Group Limited (AWG plc), which in turn owns Anglian Water Services Limited. AWG was previously listed on the London Stock Exchange (FTSE 250) but was taken private in 2006. The Osprey Consortium is described by Anglian Water as "long-term investors representing millions of individual pension holders". Unlike Severn Trent and United Utilities, Anglian Water is NOT publicly listed.
What is "LITE" and how do I qualify?
LITE stands for "Living In Tough Economic conditions". It is Anglian Water's social tariff scheme for low-income households. The scheme gives a discount on your water bill if your household income is below a set threshold. If you think you should be on LITE but are paying full price, apply now and ask Anglian Water to backdate the discount.
What is the difference between CCW and WATRS?
CCW (Consumer Council for Water) is the statutory consumer body created by section 27A of the Water Industry Act 1991. CCW represents water customers across England and Wales. CCW is free and helps you push complaints, but CCW does NOT make binding decisions. WATRS (Water Redress Scheme) is the binding adjudication body, run by CEDR. WATRS does make decisions that are binding on Anglian Water. The escalation route is: Anglian Water → CCW → WATRS.
Free help and what to do next
Consumer Council for Water (CCW)
The official, free, statutory consumer body for water customers in England and Wales. Created by section 27A of the Water Industry Act 1991. CCW helps you push a complaint with Anglian Water and can give expert advice. Not binding but the company has to engage with them. Helpline: 0300 034 2222.
Visit website →WATRS (Water Redress Scheme)
The binding adjudication body for water customer disputes in England and Wales. Run by CEDR (Centre for Effective Dispute Resolution). After CCW or after Anglian Water gives a final response, you can escalate to WATRS. Decisions are binding on Anglian Water (up to a financial cap). Free for customers.
Visit website →Ofwat (the regulator)
The Water Services Regulation Authority. Does not handle individual complaints (that is CCW and WATRS) but enforces the licence conditions. Ofwat confirmed a £62.8 million enforcement package against Anglian Water on 9 September 2025. Worth reporting persistent bad behaviour.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Use this if Anglian Water refuses to follow a WATRS decision, or to sue Anglian Water directly. You have 6 years from the date of the disputed bill to sue (5 in Scotland).
Visit website →Ready to challenge your Anglian Water Services Limited bill?
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