Complaints lodged by households against water companies in England and Wales have reached unprecedented levels, with the industry watchdog reporting an 84% surge in grievances over a single year. The Consumer Council for Water (CCW) confirmed this marks the highest annual increase in its 20-year operational history, underscoring widespread customer frustration over mounting bills and service quality.
The total number of complaints escalated to the CCW rose to 15,115 in 2025-26, compared with 8,235 in the prior year. Simultaneously, complaints filed directly with water companies—a mandatory first step before approaching the watchdog—climbed by 56% to 321,347. However, the trajectory was not uniform throughout the year: direct complaints to companies fell earlier in 2025-26 to 205,853 from 222,956 before later rising to the final figure reported in September.
Mike Keil, chief executive of the CCW, stated that the figures
reflect just how dissatisfied many people still are with the state of the water sector. He added that customers are
impatient to see the benefitsof higher bills and called on firms to communicate transparently about investment decisions.
What are customers complaining about?
The three most common complaint categories were measured billing, affordability concerns and billing administration issues. South West Water experienced the largest increase in complaints, with escalations to the watchdog rising from 284 in 2024-25 to 716 in 2025-26. The company was handling 15,087 complaints from household connections between April and December 2025, the highest raw total among water-only companies.
How are individual companies performing?
The CCW assessed each water company using two metrics: the number of complaints received per 10,000 households served and the effort customers must expend to achieve resolution. Thames Water and South West Water both received "poor" ratings on both measures.
David Bird, retail director at Thames Water, apologised to customers who
have not received the service they should expect. He acknowledged that
bill clarity has been a particular source of frustration, which is why we have launched a programme to redesign them, so they are easier to understand. Thames Water customers experienced a 31% bill rise in 2024, though increases moderated to 3.4% this year.
South West Water stated:
We know there is more to do to improve our customers' experience. We are taking action by reducing repeat contacts, resolving issues when people contact us for the first time, and ensuring they receive clear, timely communication.
Portsmouth Water and Bristol Water were the only companies to achieve "good" ratings on both performance measures, maintaining their positions as the sector's leading performers.
Why are bills rising so sharply?
Water customers in England and Wales have faced successive price increases in recent years. The regulator Ofwat has sanctioned bill rises of 36% across the sector between 2025 and 2030. Ofwat's 2024 price review set out that bills would rise by an average of £31 per year before inflation between 2025 and 2030 to help fund investment and environmental requirements.
Last month, Ofwat approved bill increases for 13 companies to address mounting pressures on infrastructure and environmental obligations. Five of those firms—Thames, Severn Trent Water, Southern Water, Wessex Water and South East Water—had already been permitted to raise bills in 2024. The government's final decision on disputed price controls for five companies kept average bills for 2025 to 2030 above 2024-25 levels, including Anglian Water at £591 and Wessex Water at £594.
Water UK, the industry representative body, stated that
increasing bills is never welcome, but the money is needed to fund vital upgrades to secure our water supplies, support economic growth and end sewage entering our rivers and seas. The organisation noted that
94% of complaints are being dealt with at the earliest possible stage without the need for further involvement from the consumer body.
What context surrounds these complaints?
The surge in complaints arrives amid broader scrutiny of the water sector. Earlier this year, Ofwat provisionally approved £3.4bn in extra funding for 13 water companies, pushing up bills for millions. Welsh Water customers face particularly steep increases: the company is seeking £4.2 billion investment, which would result in a 42% bill increase by 2030.
Separately, water company executives' pay rose to £25.3m despite a government bonus ban, with firms using retention and allowance payments, adding to public frustration over the distribution of resources within the sector.
What happens next for unresolved complaints?
Customers who remain dissatisfied after a company's final response or eight weeks of waiting can escalate their case to the CCW for formal review. The watchdog's current complaint-performance publication covers April to December 2025 and is being updated through 2025-26, with further company-by-company assessments due in the normal reporting cycle.
Key Facts
- Complaints to the CCW rose 84% year-on-year to 15,115 in 2025-26, the highest annual increase in the watchdog's 20-year history
- Direct complaints to water companies increased 56% to 321,347, though they fell earlier in the year before rising later
- Thames Water and South West Water received "poor" ratings on both complaint-handling metrics; Portsmouth Water and Bristol Water scored "good" on both
- Ofwat has approved bill rises of 36% between 2025 and 2030, with an average increase of £31 per year before inflation
- The three most common complaint categories were measured billing, affordability and billing administration
