Water Bill Complaints Soar by Over 50% Across England and Wales Amid Affordability Concerns

Significant Increase in Customer Dissatisfaction

Customer complaints concerning water bills in England and Wales have seen a substantial increase, surging by over 50% in 2025. Data released by the Consumer Council for Water (CCW) indicates that more than 16,000 complaints were lodged with the independent monitor last year, a notable rise from 10,600 in 2024. This surge reflects growing public discontent, particularly following steep bill increases.

Affordability and Bill Hikes Drive Complaints

The primary driver behind the surge in complaints is the escalating concern over the affordability of water bills. According to CCW's data, this issue was the biggest reason for customer grievances throughout 2025. Water companies were permitted by the regulator, Ofwat, to increase bills by an average of 36% between 2025 and 2030 to fund necessary infrastructure upgrades after years of underinvestment. The majority of this increase was implemented in April 2025, directly preceding the sharp rise in complaints.

Beyond affordability, public anger has also been fueled by:

• Perceptions of water companies paying out billions in dividends to investors.
• Reports of large pay packets for executives, despite bans on bonuses at some firms.
• Ongoing concerns regarding the amount of sewage discharged into Britain's rivers and seas.

Among the large water providers, Southern Water recorded the most complaints per customer, followed by Severn Trent and Thames Water.

Calls for Social Tariffs and Industry Response

Mike Keil, Chief Executive of the CCW, stated that the 'sustained rise in complaints to CCW reflects not only people's worries about being able to afford increases in their water bill, but also confusion and concern around what they are getting in return for their money.' He emphasized the need for customers to 'see evidence their money is improving services in the here and now, as well as dealing with the longer-term challenges.' The CCW advocates for the introduction of a lower 'social tariff' across England and Wales to provide better-targeted support for poorer customers, replacing the current 'postcode lottery' of existing company schemes.

In response, a spokesperson for Water UK, the industry body, acknowledged that 'bill increases are never welcome and recognise they are difficult for many households.' They added that water companies are 'more than doubling the help available, with £4.1bn in financial support available over the next five years for those customers that need it.'

Government Initiatives and Future Outlook

The government has announced plans to introduce a new Water Ombudsman with legally binding powers to resolve consumer complaints, aiming to ensure companies respond quickly and offer fair compensation. This initiative is part of broader reforms intended to address issues within the water sector. While overall complaints made directly to water companies saw an 8% fall in 2024-25, the escalation of unresolved issues to the CCW highlights a persistent level of customer dissatisfaction that companies are failing to address internally.