Complaints to Water Watchdog Increase by 84% Amid Rising Bills

The number of complaints made by households about water companies to the industry watchdog, the Consumer Council for Water (CCW), has increased by 84% year-on-year, marking the highest rise in its 20-year history. This surge is attributed to customer concerns and confusion regarding rising bills. Water customers in England and Wales have experienced significant price hikes, with the regulator Ofwat allowing firms to increase bills by 36% between 2025 and 2030. In total, 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 rose by 56% to 321,347. The primary issues reported included measured billing, affordability, and billing administration. Mike Keil, the chief executive of the CCW, noted that the figures indicate widespread dissatisfaction with the water sector and emphasized the need for companies to communicate transparently about how they are investing customer funds. Thames Water and South West Water received poor ratings for complaint handling, while Portsmouth Water and Bristol Water were recognized as the best performers. Ofwat recently approved bill increases for 13 companies to address infrastructure and environmental pressures. Water UK stated that while higher bills are unwelcome, they are necessary for essential upgrades to water supplies and to prevent sewage contamination in rivers and seas.