Yes, you can contact your water company to pursue this, but the process is complex. There are three parties involved: 1) You (the Client), 2) the Retailer, and 3) the Wholesaler. The Wholesaler investigates and decides on the case, but you must submit it through the Retailer, as direct communication with the Wholesaler isn’t allowed.
The Retailer handles only administration and billing, acting as a middleman without representing you. You will need to build your case fully, including conducting a site investigation and providing detailed written and photographic evidence. This must be supported by professional site maps and drainage plans from an architect. Even then, initial rejection by the Wholesaler is common, and without industry expertise, the process can be lengthy and frustrating.