Can Southern Water cut off my water supply if I don’t pay?
No. Water companies are legally prohibited from cutting off the domestic water supply of household customers for non-payment. This is one of the few protections customers have.
I pay by direct debit – do I need to tell Southern Water I’m cancelling it?
No. You can cancel a direct debit through your bank without involving Southern Water at all. Do it online, by phone, or in branch. Once cancelled, pay the water supply portion of your bill manually – by card online or by phone – and withhold the wastewater portion.
How long have you been doing this?
I withheld for around two years the first time, then paid up when I didn’t realise I could escalate beyond CCW. I started again in autumn 2025 and am still withholding. In total I’ve been doing this, with a brief interruption, for the better part of three years.
Has it affected your credit score?
Not so far. My account has been passed to a debt collection agency, but I contacted them immediately, the account was referred back to Southern Water, and no default has been registered. That said, I can’t guarantee this will be the same for everyone – Southern Water can register a default if an account remains unpaid long enough, and that could affect your credit rating.
What does Southern Water say when you contact them?
In my experience – nothing. Across two separate rounds of withholding, Southern Water has replied once to my complaints. All other contact has come via debt collection agencies acting on their behalf. This is itself a breach of their obligations, since they are legally required to respond to written complaints within 10 working days.
The Guaranteed Standards Scheme dictates that failing to respond within that timeframe could lead to compensation for customers.
Can Southern Water chase me for money while I’m disputing the bill?
This is complicated. Ofwat’s Paying Fair guidance states that collection activity should be paused while a disputed bill is being investigated. However, CCW has since clarified that this guidance does not apply if Southern Water considers your action a boycott rather than a genuine billing dispute.
This is why the language you use matters. Always frame your withholding as a dispute about the accuracy of your bill – not as a boycott. If you do that, you have a stronger basis for insisting collection activity is paused.
In my experience, requesting that my account be placed on hold has worked. But it is not legally guaranteed.
What if a debt collection agency contacts me?
Respond immediately – do not ignore it. Tell them your complaint with Southern Water is ongoing, that the amount is disputed, and ask them to refer the account back to Southern Water while the matter is being investigated. In my experience this has worked, and I have not been charged additional fees. The key is to engage promptly and in writing wherever possible.
What if a debt collection comes to my house? Do I have to let them in?
No. A debt collector is not a bailiff and has no legal right to enter your home. They can only come into your home if you invite them in. You do not have to speak to them, and you can ask them to leave.
Debt collectors do not have any special powers to collect a debt. They can contact you by phone, letter, and home visit, but collection agents cannot take anything from your home or force you to make a payment. They can only ask you to make a payment arrangement.
In practice, a home visit is very unlikely, especially if you are actively engaging with Southern Water and any collection agency, as I am. It is not common for debt collectors to visit you at home. They are far more likely to send letters or call by phone.
If a collector does come to your door, the advice from StepChange is to keep any communication in writing so you have a clear record. You are not obliged to open the door or discuss anything on the doorstep.
The key distinction to understand is between a debt collector (no powers of entry, cannot take your belongings) and a bailiff (a court-appointed enforcement agent with different and more significant legal powers). Bailiffs must send you a notice of enforcement before their first visit, giving you at least seven days to respond. Southern Water would have to take you to court and obtain a judgment before a bailiff could be involved, which is a long process and has not happened in my case.
For more detail on your rights, see StepChange’s guide to debt collector home visits.
Please remember – this site does not offer legal advice. If you are concerned about your specific situation, seek independent legal guidance.
Can Southern Water take me to court?
Yes, in theory. As a last resort, Southern Water can pursue a county court judgment to recover unpaid bills. If they succeed, bailiffs could theoretically be sent to recover goods. In practice, this is an escalation of last resort and is more likely for large unpaid amounts over a long period. I have not experienced this, but you should factor it into your decision.
There are two recent local examples of customers being taken to court after years of withholding. Both were ordered to repay the full amounts they owed:
I rent my home – can my landlord be affected?
Potentially, yes. In some circumstances the owner of a property can be jointly responsible for the bill alongside the occupier, and Southern Water may attempt to recover money from the landlord. If you rent, it is worth checking your tenancy agreement and considering whether to discuss this with your landlord before you start, and discussing with any people you live with.
Can I do this if Southern Water supplies both my water and wastewater?
Yes, and for most Brighton and Hove customers, Southern Water is responsible for both. You should continue paying the water supply portion in full and withhold only the wastewater charge. Your bill will show these as separate line items.
What if I can’t find the wastewater charge on my bill?
The wastewater charge may be labelled ‘sewerage’ rather than ‘wastewater’ on your bill – check for both. If you still can’t find it, contact Southern Water and ask for an itemised bill showing the two charges separately.
Is this legal?
Withholding payment is not a criminal act. However, it is a civil matter – Southern Water can pursue you through the courts for unpaid bills, and non-payment can affect your credit rating. The legal position on whether customers have a right to withhold payment for services not delivered is genuinely contested, and some customers across the UK are currently testing this in court. This site does not offer legal advice. If you are concerned about your specific situation, seek independent legal guidance.
I’ve read all of this and I want to start – what do I do first?
Read my guide, then use the template letter in the resources section to write to Southern Water. Do both before you stop paying anything.