Question to the Department for Environment, Food and Rural Affairs:

To ask the Secretary of State for Environment, Food and Rural Affairs, with reference to her Department’s press release entitled Government unveils biggest overhaul to water in a generation, published on 19 January 2026, what powers the new Water Ombudsman will have to require compensation payments to customers following service failures.

All customers of water and sewerage companies are entitled to guaranteed minimum standards of service, as set out by Government. These rights are known as the Guaranteed Standards Scheme (GSS). Where a company fails to meet any of the standards, it is already required to make a specified payment to the affected household or business customer.

However, to rebuild consumer trust in the sector, it is vital customers have assurance their complaints will be resolved. We will establish an independent, impartial and accredited Ombudsman which is approved and overseen by the regulator, in line with approaches used in other sectors. This will guarantee protections for customers by ensuring they can access legally binding resolutions when a water company has failed to resolve a customer complaint.

Government has committed to publish a Transition Plan this year to lead the water sector through transformative reforms such as the new Water Ombudsman.