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Story summary
- England and Wales' Consumer Council for Water reported household complaints rose 84% to a 20-year record.
- Complaints to the council reached 15,115 in 2025-26, up from 8,235 the prior year.
- Thames Water and South West Water received poor ratings for complaint volume and resolution per 10,000 households.
- Thames Water’s retail director David Bird apologized and announced a programme to redesign bills for clearer presentation.