Water Complaints in England and Wales Jump 84% to 15,115 as Bills Rise
Updated
Updated · bbc.co.uk · Sep 15
Water Complaints in England and Wales Jump 84% to 15,115 as Bills Rise
2 articles · Updated · bbc.co.uk · Sep 15
Summary
15,115 complaints reached the Consumer Council for Water in 2025-26, up from 8,235 a year earlier and marking the watchdog's biggest annual increase in its 20-year history.
Rising charges drove much of the surge: direct complaints to water companies climbed 56% to 321,347, with measured billing, affordability and billing administration the top issues.
Ofwat has allowed bills to rise 36% between 2025 and 2030, and last month approved increases for 13 companies to fund infrastructure and environmental upgrades.
Thames Water and South West Water were rated poor on both complaint measures, while Portsmouth Water and Bristol Water were the only companies rated good on both.
Water UK said 94% of complaints are resolved before reaching the consumer body, but CCW said customers want clearer explanations of how higher bills will deliver improvements.