Full Breakdown
Record Rise in Water-Sector Complaints Amid Planned Bill Hikes
By Drooid · · How we work
Surge in Consumer Grievances
The Consumer Council for Water (CCW) reported that complaints to its industry watchdog climbed 84% year-on-year, reaching 15,115 in the 2025-26 reporting period, up from 8,235 the previous year. Household complaints made directly to water companies—required before approaching the CCW—also jumped 56% to 321,347. The three most common issues were measured billing, affordability and billing administration, indicating widespread dissatisfaction with how bills are calculated and communicated.
Regulatory Context and Future Price Increases
England and Wales water regulators have permitted companies to raise bills by up to 36% between 2025 and 2030. Five of those firms—Thames Water, Severn Trent Water, Southern Water, Wessex Water and South East Water—had already received permission for 2024 hikes.
Company Performance and Responses
Thames Water and South West Water received “poor” ratings from the CCW for both complaint volume per 10,000 households and the effort required to resolve issues. Thames Water’s retail director, David Bird, apologized for service shortfalls and announced a programme to redesign bills for greater clarity. Thames customers saw a 31% bill rise in 2024, but the increase slowed to 3.4% in the current year. South West Water pledged to reduce repeat contacts and improve first-contact resolution. Portsmouth Water and Bristol Water were the only utilities to achieve “good” scores on both metrics, retaining top positions in the sector rankings.
Official Statements & Responses
The spokesperson added that 94% of complaints are being dealt with at the earliest possible stage without further consumer-body involvement.
Verbatim Quote
- “We understand increasing bills is never welcome, but the money is needed to fund vital upgrades to secure our water supplies, support economic growth and end sewage entering our rivers and seas. The spokesperson said that 94% of complaints are” — Water UK