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Water Firms Face Record Complaints as Bills Rise
Confirmed
In Short: Water customers in England and Wales have seen a 84% increase in complaints to the industry watchdog, driven by rising bills and confusion.
Water UK, which represents the water firms, acknowledged that higher bills are never welcome but argued that the funds are necessary to fund vital upgrades. The regulator, Ofwat, has approved bill increases for 13 companies to meet increased pressures on infrastructure and the environment. Five of these companies—Thames, Severn Trent Water, Southern Water, Wessex Water, and South East Water—were already permitted to hike bills in 2024.
The CCW assessed each water company's performance on the number of complaints it received for every 10,000 households it serves, and the amount of effort customers have to put in to get their complaint resolved. Thames Water and South West Water rated "poor" for both performance measures. The total number of complaints to the watchdog rose to 15,115 in 2025-26, from 8,235 in the previous year.
What's confirmed
- Water UK, which represents the water firms, acknowledged that higher bills are never welcome but argued that the funds are necessary to fund vital upgrades. The regulator, Ofwat, has approved bill increases for 13 companies to meet increased pressures on infrastructure and the environment. Five of these companies—Thames, Severn Trent Water, Southern Water, Wessex Water, and South East Water—were already permitted to hike bills in 2024.
- The CCW assessed each water company's performance on the number of complaints it received for every 10,000 households it serves, and the amount of effort customers have to put in to get their complaint resolved. Thames Water and South West Water rated "poor" for both performance measures. The total number of complaints to the watchdog rose to 15,115 in 2025-26, from 8,235 in the previous year.
What's still developing
- The Consumer Council for Water (CCW) said the year-on-year increase was the highest in its 20-year history and showed "just how dissatisfied" many people were.
- Mike Keil, the chief executive of the CCW, said the figures "reflect just how dissatisfied many people still are with the state of the water sector".
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- Many water customers in England and Wales saw steep bill hikes this year The number of complaints made by households about water companies to the industry watchdog has risen by a record 84% in a year, driven by customer concern and confusion over rising bills.
- Water customers in England and Wales have been hit with steep price hikes in recent years.
- The top three subjects of complaints to the CCW were measured billing, affordability and billing admin.
- The figures suggest many households were looking for ways to manage rising costs, with complaints to CCW from customers who were unable to have a water meter installed up by 464%.
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