Record Increase in Complaints Against Water Companies
Complaints from consumers against water companies in England and Wales have risen by 84% over the past year, reaching record levels. Concerns and confusion among consumers due to rising water bills are among the main reasons for this increase. The Consumer Council for Water (CCW) stated that this year's increase is the highest rate in its 20-year history, emphasizing that many people feel dissatisfied with the situation.
High increases in water bills recorded in recent years have negatively affected consumers, especially in England and Wales. The regulator Ofwat had allowed water companies to increase their bills by 36% between 2025 and 2030. Water UK, representing water companies, acknowledged that high bills are not well received, but stated that these increases are necessary and provide the funding needed for infrastructure improvements.
The total number of complaints made to CCW in the 2025-2026 period rose to 15,115, showing a significant increase from the previous year's figure of 8,235. Additionally, direct complaints to water companies also increased by 56%, reaching 321,347. The main topics of complaints included measurement-based billing, costs, and billing processes. CCW Chief Executive Mike Keil noted that this data reveals the extent of dissatisfaction in the water sector and emphasized that companies need to clearly demonstrate their investments in customers.
Thames Water and South West Water were rated as "poor" for their low performance in terms of the number of complaints received. Thames Water's retail director David Bird apologized for customers not receiving the service they expected and announced that they have launched a program to redesign the billing system. Portsmouth Water and Bristol Water were the only companies rated as "good" on both scales. Last month, Ofwat approved bill increases for 13 water companies to address infrastructure and environmental pressures.
A spokesperson for Water UK stated that they are aware that rising bills are not well received, but emphasized that this money is necessary to secure water supply, support economic growth, and prevent sewage flow into rivers and seas. Additionally, it was stated that 94% of complaints were resolved at the earliest stage without the need for further intervention from the consumer body.
Source: BBC Business
