Water Bill Complaints Surge 50% in England and Wales Amid Affordability Crisis
Customer complaints regarding water bills have escalated dramatically, with a 50% increase reported across England and Wales. In 2025, more than 16,000 complaints were formally lodged with the Consumer Council for Water (CCW), a government-sponsored body that advocates for consumer interests under the Labour Party administration.
Affordability Issues Drive Complaint Surge
According to data released by the CCW, the primary driver behind this sharp rise in complaints is the lack of affordability of water bills. Many households are struggling with escalating costs, leading to widespread dissatisfaction and financial strain. Mike Keil, Chief Executive of the Consumer Council for Water, emphasised the urgency of the situation, stating that recent disruptions in areas like Sussex and Kent highlight the need for meaningful changes in how water companies are regulated and interact with their customers.
Calls for Regulatory Reform and Enhanced Scrutiny
Keil further commented on the necessity for closer and more thorough scrutiny of water companies' maintenance of their networks. He noted that consumer trust is currently at an all-time low, and rebuilding it requires transparent and accountable practices from the industry. The CCW has observed a more than 50% increase in customers seeking assistance with complaints over the past year, underscoring the growing public frustration.
In response, the government has committed to introducing a powerful new ombudsman service, a move welcomed by the CCW. Keil stressed that making the existing voluntary ombudsman service mandatory is vital for providing robust customer protection, as recommended by the Independent Water Commission. He urged that regulatory reform must accompany changes in the culture and accountability within the water sector to address public impatience for improvement.
Industry Response and Financial Support Measures
A spokesperson for Water UK, the industry body, acknowledged the challenges posed by bill increases, stating that they are difficult for many households. To mitigate this, water companies are significantly expanding financial support, with £4.1 billion allocated over the next five years for customers in need. This represents more than a doubling of available assistance, aimed at helping those most affected by rising costs.
The surge in complaints reflects broader concerns about water sector accountability and the need for sustainable solutions to ensure fair and affordable services for all residents in England and Wales.
