Complaints to watchdog about water firms jump 84%
Summary
The number of complaints from households about water companies in England and Wales has risen by 84% in one year, reaching over 15,000 complaints. The main issues relate to higher water bills, billing problems, and affordability, while water firms say the price increases fund important upgrades to infrastructure and the environment.Key Facts
- Complaints to the Consumer Council for Water (CCW) rose from 8,235 to 15,115 between 2024-25 and 2025-26.
- Complaints made directly to water companies increased by 56%, totaling 321,347.
- Ofwat has allowed water companies to raise bills by 36% between 2025 and 2030.
- Thames Water and South West Water were rated "poor" for complaint handling and customer effort to resolve issues.
- Portsmouth Water and Bristol Water scored "good" on complaint handling and customer experience.
- Water UK said higher bills are needed to fund necessary upgrades for water supply and environmental protection.
- 94% of complaints are resolved early without further action from the consumer watchdog.
- Ofwat recently approved bill increases for 13 water companies due to rising infrastructure and environmental costs.
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