Complaints to watchdog about water firms jump 84%
Complaints to the water industry watchdog in England and Wales reached a record high, jumping 84% in the past year. Customers are expressing significant dissatisfaction regarding rising bills, billing administration, and affordability.
Why it matters
The surge in complaints highlights growing public frustration with utility costs and the perceived lack of service improvements despite price hikes.
Image source, iStock / Getty Images Image caption, Many water customers in England and Wales saw steep bill hikes this year
The number of complaints made by households about water companies to the industry watchdog has risen by a record 84% in a year, driven by customer concern and confusion over rising bills.
The Consumer Council for Water (CCW) said the year-on-year increase was the highest in its 20-year history and showed "just how dissatisfied" many people were.
Water customers in England and Wales have been hit with steep price hikes in recent years. The regulator Ofwat has also allowed firms to put up bills by 36% between 2025 and 2030 .
Water UK, which represents firms, said it understood that higher bills was never welcome, but the money was needed "to fund vital upgrades".
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