Verified: 11 March 2026 12:31 am UK
Industry: Water & Wastewater Services
Jurisdiction: United Kingdom (East of England)
Primary Regulators: Ofwat, CCW, & WATRS
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Anglian Water staff will never ask for your account PIN, your online portal password, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through your online account, via WhatsApp, by email, or by calling their official customer service routing numbers.
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Bill & Account Complaints: 03457 919 155
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Water & Wastewater Complaints (Leaks/Supply): 03457 145 145
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Source Verification Note: Anglian Water Complaints Procedure
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Availability: Billing support is available Monday to Friday from 8:00 AM to 8:00 PM, and Saturday from 8:00 AM to 4:00 PM (Closed Sundays). The Water/Wastewater operational phone lines are open 24/7.
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Timeline: Anglian Water states they will acknowledge complaints within 2 working days and provide a comprehensive response within 10 working days. (Note: Under the Guaranteed Standards Scheme, if they fail to reply within 10 working days, they must automatically credit your account with £20).
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it to their central correspondence team. Send a written letter detailing your account number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: Anglian Water Customer Service, PO Box 4994, Lancing, BN11 9AL
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Timeline: Under UK water regulations, Anglian Water has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (CCW & WATRS)
- Authority: Consumer Council for Water (CCW) followed by the Water Redress Scheme (WATRS)
- Portal/Contact: Dispute resolution in the water sector is a mandatory two-step process:
- Mediation (CCW): You must first escalate to the CCW. They are the independent voice for water consumers and will attempt to mediate a resolution.
- Website: ccwater.org.uk
- Phone: 0300 034 2222
- Adjudication (WATRS): If CCW mediation fails, the CCW will officially signpost you to WATRS. WATRS will act as an independent adjudicator and issue a legally binding ruling on Anglian Water.
- Timeline (CRITICAL): You can only refer your complaint to CCW after you receive a Deadlock Letter from Anglian Water, OR if 8 weeks have passed since your initial formal complaint without a resolution.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Anglian Water’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: Anglian Water Services Limited, Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire, PE29 6XU
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Court: If the LBA fails and WATRS cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Anglian Water still ignoring your estimated billing issue or blocked sewer dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right CCW complaint templates!