Home / Business and Economy / Water Bills Soar: Complaints Hit Record High
Water Bills Soar: Complaints Hit Record High
16 Sep
Summary
- Complaints to water watchdog increased by 84% in one year.
- Customers are concerned and confused about rising water bills.
- Water companies need to fund vital upgrades for infrastructure.
Complaints lodged with the Consumer Council for Water (CCW) by households have escalated by an unprecedented 84% year-on-year, reaching 15,115 in 2025-26. This represents the highest increase in the watchdog's 20-year history, signaling widespread customer dissatisfaction. Direct complaints to water companies also rose by 56%, totaling 321,347.
Measured billing, affordability, and billing administration were the primary drivers of these complaints. Customers expressed impatience for tangible improvements from the significant bill increases. Ofwat has approved bill hikes, allowing companies to raise charges by up to 36% between 2025 and 2030 to fund necessary infrastructure upgrades and environmental improvements.
Performance varied significantly among water companies. Thames Water and South West Water were rated "poor" in complaint resolution and customer effort. In contrast, Portsmouth Water and Bristol Water maintained their top rankings for good performance. Water UK, representing the industry, acknowledged that bill increases are unwelcome but essential for securing water supplies and improving water quality.
