Complaints to Water Watchdog Increase by 84% Amid Rising Bills

The number of complaints made by households about water companies to the industry watchdog has increased by 84% in one year, according to the Consumer Council for Water (CCW). This rise, the highest in the CCW's 20-year history, reflects customer dissatisfaction and confusion regarding rising bills. Water customers in England and Wales have experienced significant price increases, with the regulator Ofwat permitting firms to raise bills by 36% between 2025 and 2030. The total number of complaints to the CCW rose to 15,115 in 2025-26, up from 8,235 the previous year. Additionally, complaints made directly to water companies increased by 56% to 321,347. The primary subjects of complaints included measured billing, affordability, and billing administration. CCW Chief Executive Mike Keil noted that customers are eager to see the benefits of higher bills and emphasized the need for companies to communicate transparently about their investments. Thames Water and South West Water received poor ratings for their performance in handling complaints. Thames Water's retail director, David Bird, acknowledged customer frustrations regarding bill clarity and stated that efforts are underway to redesign bills for better understanding. In contrast, Portsmouth Water and Bristol Water were recognized as the best performers in the sector. Last month, Ofwat approved bill increases for 13 companies to address infrastructure and environmental pressures, with some companies already allowed to raise bills in 2024. A spokesperson for Water UK reiterated the necessity of increased funding for vital upgrades and improvements.