Yorkshire Water complaint letter

Use this page to create a clear, well‑structured complaint letter to Yorkshire Water. Set out what went wrong, what you want to happen next, and the evidence you can provide to support your case.

What this letter should achieve

• Explain the issue clearly, including dates, locations and who was affected.
• State the outcome you want from Yorkshire Water (for example, bill review or correction, investigation of a leak or outage, explanation and next steps, or a goodwill gesture where appropriate).
• Request a written response and a complaint/case reference.
• Provide a concise timeline and attach supporting evidence.
• Ask for your complaint to be handled under Yorkshire Water’s complaints process.
• Ask whether any relevant service standards or guarantees apply to your situation.
• Keep communication in writing where possible to maintain a clear record.

Common issues people complain about

• Billing dispute: unexpected increases, estimated reads you believe are inaccurate, incorrect tariffs, or charges during periods of non‑occupation.
• Leak / outage: supply interruptions, pressure problems, external leaks, or delays to repair.
• Water quality: taste, odour, discolouration, or debris in the supply, including when it happens (first draw, hot/cold, after running the tap).
• Customer service: difficulties getting updates, missed appointments, or dissatisfaction with how a previous complaint was handled.

What to include

• Your full name, service address and postcode, and your Yorkshire Water account number.
• If different, the supply location (for example, where a leak or outage occurred).
• Incident dates and times, plus a short timeline of what has happened so far.
• Meter readings (opening/current) and clear photos where relevant.
• Copies of recent bills or statements that relate to the issue.
• Any reference numbers from previous calls, chats, visits or emails.
• A brief description of the impact (financial, practical, or other).
• Any steps you have already taken and the response received.
• Your preferred resolution (for example, investigation, repair, bill review, written explanation).
• Access or vulnerability information that Yorkshire Water should consider (for example, Priority Services needs).

Evidence to attach: Account number, bills, meter readings/photos (if applicable), incident dates, and correspondence.

Escalation and timeframes

Contact Yorkshire Water first and allow a reasonable opportunity for them to respond. Allow the company time to respond; if unresolved, you can approach CCW for support. If you receive a final response (sometimes called a deadlock letter) or the matter remains unresolved, you can ask the Consumer Council for Water (CCW) to look into it. Ofwat provides the regulatory context for the sector but does not typically resolve individual complaints. Timeframes can vary; check Yorkshire Water’s complaints guidance for current steps.

Keep copies of everything you send and receive. If you escalate to CCW, they will expect a clear summary of the issue, what you’ve asked Yorkshire Water to do, and the evidence you have provided.

Practical tips

• Use a clear subject line, for example: “Complaint – Billing dispute / Leak or outage / Water quality / Customer service – Account [your account number]”.
• Be concise and factual. Use short paragraphs or bullet points and number key events.
• Attach readable scans or photos; label files with dates and brief descriptions.
• For leaks/outages: include the exact location, when you noticed it, any alerts received, and whether neighbours were affected.
• For water quality: describe the issue (taste/odour/colour), which taps are affected, whether it occurs on first draw or after running, and include photos where safe to do so. Follow any guidance from Yorkshire Water or public health authorities.
• For billing disputes: specify the bill periods in question, how readings were obtained (actual/estimated/smart), occupancy dates, any known leaks, and the adjustment or explanation you are seeking.
• Ask for confirmation of any appointments in writing and keep a log of visits and calls.
• If you have accessibility needs or are on/eligible for a Priority Services Register, mention this so it can be taken into account.
• Send copies, not originals, and keep a full record of correspondence and evidence.
• Stay polite and solutions‑focused; avoid speculation and stick to verifiable facts.