Complaints to watchdog about water firms jump 84%
Many complaints were about affordability, after customers saw steep hikes to bills.
The number of complaints lodged by households against water companies to the industry watchdog has surged by a record 84% in the past year, a trend attributed to rising concerns and confusion over escalating bills, according to the Consumer Council for Water (CCW). This year-on-year increase marks the highest in the CCW's 20-year existence, highlighting significant dissatisfaction among consumers.
England and Wales have witnessed substantial price hikes in recent years, with the regulatory body Ofwat permitting a 36% rise in bills between 2025 and 2030. The overall number of complaints to the watchdog climbed to 15,115 in 2025-26, up from 8,235 the previous year. Correspondingly, complaints directly submitted by households to water companies increased by 56% to 321,347.
The most common complaint categories to the CCW were measured billing, affordability, and billing administration. Mike Keil, CCW's chief executive, emphasized the dissatisfaction many people continue to feel, asserting that customers are eager to see tangible benefits from the increased costs. He urged water companies to be transparent and open about their investments aimed at delivering real improvements.
Thames Water and South West Water were rated poorly for both performance and customer service metrics. Thames acknowledged the frustration over bill clarity and has initiated a program to redesign bills for greater transparency. Thames' average bill increase for customers in 2024 stood at 31%, although it saw a smaller 3.4% increase this year.
South West Water also admitted to needing further improvements, outlining actions such as reducing repeat contacts and ensuring timely and clear communication. Portsmouth Water and Bristol Water emerged as the top-performing companies, maintaining their ranking as the sector's best performers. In May, Ofwat approved bill increases for 13 companies to address growing infrastructure and environmental pressures, with five of those firms already permitted to raise bills in 2024.
Water UK, representing the industry, acknowledged that while rising bills are unwelcome, the additional funds are crucial for vital upgrades to ensure water security, economic growth, and prevent sewage pollution. The industry body stressed that 94% of complaints are addressed at the earliest stage, avoiding further involvement from the consumer body.
Water UK remains committed to enhancing customer communication and demonstrating how their investments are utilized to meet expected improvements.
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