Complaints to watchdog about water firms jump 84%

Household complaints about water companies to the industry watchdog have surged dramatically, increasing by a record 84% over the past year. This sharp rise reflects growing customer frustration and confusion surrounding escalating water bills. The Consumer Council for Water (CCW) highlighted that this is the largest annual increase they have recorded in their two decades of monitoring, signaling widespread dissatisfaction among consumers.

Customers in England and Wales have faced significant water price increases in recent years, with the regulator Ofwat permitting a substantial 36% rise in bills from 2025 to 2030. Water UK, the representative body for water providers, acknowledges that while higher bills are unwelcome, the additional funds are essential for crucial infrastructure improvements. Over the most recent year, complaints to the CCW escalated from 8,235 to 15,115, while the number of complaints households made directly to water companies prior to contacting the watchdog climbed by 56%, totaling 321,347.

The main reasons for complaints to the CCW include issues with measured billing, affordability, and billing administration. Mike Keil, chief executive of the CCW, emphasized that these figures demonstrate ongoing dissatisfaction with the water sector and a customer impatience for tangible benefits from rising charges. He called on companies to be transparent with customers about how their funds are being invested to achieve genuine improvements.

In assessing water company performance based on complaint volumes relative to customer base and the ease of resolving issues, Thames Water and South West Water were rated poorly in both categories. Thames Water’s retail director, David Bird, apologized to customers for the shortcomings in service, especially concerning billing clarity, and announced initiatives to redesign bills for easier understanding. Thames customers experienced a 31% bill increase in 2024, though this was lowered to 3.4% in the current year. South West Water acknowledged the need for improvement and outlined their efforts to reduce repeat contacts and offer clear, timely communication. By contrast, Portsmouth Water and Bristol Water were the only companies to earn a “good” rating on both performance measures, maintaining their positions as top performers in the sector.

Recently, Ofwat approved further bill increases for 13 water companies to address heightened infrastructure and environmental demands. Among these, Thames, Severn Trent Water, Southern Water, Wessex Water, and South East Water had already received permission for bill hikes in 2024. A spokesperson for Water UK reiterated that though bill increases are unpopular, they are necessary to secure water supplies, promote economic growth, and eliminate sewage pollution. The spokesperson also noted that 94% of complaints are being resolved at the earliest stages without escalating to the consumer body and reaffirmed the industry’s commitment to better communication and transparency about how customers’ payments are being used to deliver promised improvements

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