Unresolved household complaints to water firms have spiked amid discontent over sewage spills, billing mistakes, and issues with water meters, revealed by an annual report. In 2023-24, the Consumer Council for Water (CCW) saw a 29% increase in complaints from households in England and Wales that did not find a resolution from their supplier, marking the highest level in nearly a decade. Concerns about firms’ environmental performance and water meters drove this increase, as customers had exhausted their supplier’s complaints process before turning to the CCW.
The CCW’s annual report showed that customers lodged a total of 222,956 complaints directly to water companies in England and Wales. Over half of these complaints (57%) were related to billing issues, such as disputes over charges, payment methods, and affordability. Thames Water and Yorkshire Water, both water and wastewater companies, received a “poor” rating from CCW for total complaints and complaints handling, with Thames Water being the worst performer overall.
Among the water-only providers, Cambridge Water was also rated as poor for both total complaints and complaint handling. Concerns about environmental issues increased by 217%, while water meter-related complaints rose by 30%. CCW’s chief executive highlighted that the rise in complaints, particularly from customers with water meters, questioning the accuracy of their bills, is concerning and can further damage customer trust.
In response, Thames Water and Yorkshire Water expressed commitments to improving customer experiences and addressing the identified issues. The report comes at a time of growing public and political concern over water companies’ environmental impact and performance issues, including sewage spills into waterways. The Environment Agency reported a significant increase in sewage spills into rivers and seas in 2023, leading to proposed fines for several water companies for failing to manage these spills.
The water companies’ plans to increase bills have also sparked debate, with Ofwat proposing to cap the average bill increase at 21%. Responses to these proposals are still pending, with Thames Water proposing a substantial rise in average yearly water bills by 2030. The focus remains on addressing customer concerns, improving service quality, and enhancing transparency in the water sector to rebuild trust.
As the regulatory landscape evolves and public scrutiny intensifies, water companies are under pressure to demonstrate accountability, transparency, and a commitment to resolving customer grievances promptly. The CCW’s report underscores the importance of addressing customer concerns effectively, enhancing communication, and ensuring accountability in the water industry to rebuild trust and deliver quality services to consumers.