This section provides information on some of the problems that can arise in using domestic services, such as water and electricity. A short summary of these services can be found below, if you would like more information on a specific problem, as well as the relevant documents, then click on the links in the left hand side of the page.

Telephone, water, gas, and electricity can be classed as domestic services. The water, gas and electricity services, in particular, are collectively known as utilities. All of these services are delivered directly to the home by a variety of privately owned companies.

The provision of these types of essential services to the home has undergone radical changes in recent years. The most substantial change has been the merger of utility companies and the lifting of barriers to competition. While this has given the consumer much more choice in what to use for their domestic services, it also can make a complaints procedure more complicated. Consumers need to be aware of all the possible avenues where their complaints may be heard and can use our service to do so.

The government has set up regulators who should keep an eye on the practices of these organisations. In order to deal with the problems that arise the consumer must exhaust all avenues of complaint with the utility company. The regulators provide means of avoiding court action by having a provision for arbitration and conciliation. A few of these regulators are described below:

The actual piping of gas is under the control of a company called National Grid, formally Transco. Any gas leaks should be reported to them on the free phone number 0800 111 999. They are available twenty-four hours a day seven days a week should you have any emergency with your gas supply.

OFGEM, the Office of Gas and Electricity Markets, is the regulator for gas and electricity industries in Great Britain. It was formed in 1999 by the merger of OFGAS (the gas regulator) and OFFER (the electricity regulator) and is responsible for the protection of consumers by promoting effective competition and regulating monopolies. It sets standards, price controls and creates conditions, which allow companies to compete fairly so that consumers can make an informed choice.

ENERGYWATCH is a new body set up by parliament in November 2000 with the merger of the Gas Consumers Council and OFGEM's regional offices.

Ofcom, formally known as Oftel, has the power to force the telephone company to reply to a complaint and to justify an amount charged on the bill. They can also ensure that the telephone company does not break any of their regulations.

Ofcom does not have the power to decide who is right or wrong or what should be done about a dispute between you and your telephone company. The aim of an Ofcom investigation is to achieve an amicable settlement of the dispute. They act as an impartial intermediary.