Water utility complaints hit 20-year high amid rising bills

water utility complaints Consumer Council for Water Ofwat regulation water bill increases UK utility sector

Household complaints to the Consumer Council for Water (CCW) have surged by 84% in a single year, marking the highest annual increase in the watchdog's 20-year history. This spike is largely attributed to rising water bills and consumer confusion regarding billing administration and affordability.

Direct complaints made to water companies also rose by 56%. Concerns regarding affordability saw a 129% increase, while complaints from customers unable to install water meters jumped by 464%. These trends follow regulatory decisions by Ofwat, which has permitted water firms to increase bills by up to 36% between 2025 and 2030.

In a performance assessment, Thames Water and South West Water were rated 'poor' for both the volume of complaints received and the effort required by customers to resolve them. Conversely, Portsmouth Water and Bristol Water were identified as the sector's top performers, receiving 'good' ratings in both categories.

Entities

Bristol Water · Consumer Council for Water · Ofwat · South West Water · Thames Water

Claims

What the coverage asserts, and how many sources carry each claim.

[● 2 SOURCES] Complaints regarding affordability rose by 129%. www.independent.co.uk · www.standard.co.uk
[● 3 SOURCES] The regulator Ofwat has allowed water firms to increase bills by 36% between 2025 and 2030. www.bbc.co.uk · www.independent.co.uk · www.standard.co.uk
[● 2 SOURCES] Ofwat gave provisional approval for an extra £3.4 billion in spending for several suppliers. www.independent.co.uk · www.standard.co.uk
[● 3 SOURCES] Thames Water and South West Water received 'poor' ratings for complaint volume and resolution effort. www.bbc.co.uk · www.independent.co.uk · www.standard.co.uk
[● 2 SOURCES] Complaints from customers unable to have water meters installed rose by 464%. www.independent.co.uk · www.standard.co.uk
[● 3 SOURCES] Direct complaints made by households to water companies increased by 56% to 321,347. www.bbc.co.uk · www.independent.co.uk · www.standard.co.uk
[● 2 SOURCES] Portsmouth Water and Bristol Water were the only companies to score 'good' in both performance metrics. www.independent.co.uk · www.standard.co.uk
[● 3 SOURCES] Complaints to the CCW rose by 84% year-on-year, the highest increase in the watchdog's 20-year history. www.bbc.co.uk · www.independent.co.uk · www.standard.co.uk

Sources

Complaints to watchdog about water firms jump 84% [www.bbc.co.uk]

8 days ago

Complaints to watchdog about water firms hit highest increase in 20 years [www.independent.co.uk]

8 days ago

Complaints to watchdog about water firms hit highest increase in 20 years [www.standard.co.uk]

8 days ago