Unresolved household complaints to water firms have spiked amid discontent over sewage spills, billing mistakes, and problems with water meters, according to an annual report. The number of complaints escalated to the Consumer Council for Water (CCW) by households in England and Wales rose by almost a third (29%) in 2023-24, reaching its highest level in nearly a decade. Concerns about firms’ environmental performance and water meters fuelled the steep increase, with customers exhausting their supplier’s two-stage complaints process before turning to the CCW.
The CCW’s annual report reveals that customers made a total of 222,956 complaints directly to water companies in England and Wales. More than half of these complaints (57%) related to billing issues, including disputes over charges, payment methods, and affordability challenges. Thames Water and Yorkshire Water received poor ratings from CCW for both total complaints and complaint handling. Thames Water was singled out as the worst performer overall, while Yorkshire Water also performed poorly, with complaints to CCW about the company rising by 90%.
CCW expressed particular concern over complaints from customers with water meters questioning bill accuracy. The report highlighted a 77% increase in complaints related to Cambridge Water, mainly concerning bills from metered households. Wessex Water and Portsmouth Water received top scores from CCW for their performance. Complaints about environmental issues spiked by 217% over the last 12 months, with water meter-related issues also rising by 30%.
CCW Chief Executive Mike Keil emphasized the need for water companies to improve complaint resolution processes, stating that companies must address customer concerns promptly to rebuild trust. Water firms face mounting public and political scrutiny over sewage spills into waterways while rewarding shareholders and executives. In a bid to address these issues, Ofwat proposed £168 million in fines for major water companies failing to manage sewage spills, including penalties for Thames Water, Yorkshire Water, and Northumbrian Water.
Furthermore, Ofwat proposed capping average bill increases at 21% following water firms’ requests for hikes averaging £144 over five years. Thames Water’s plan could see a 52% rise in average yearly water bills by 2030, with potential further increases pending regulator approval. The report reflects a challenging landscape for water companies as they navigate customer dissatisfaction, environmental concerns, and regulatory scrutiny.
As the water sector grapples with these challenges, stakeholders are urged to address complaints promptly, enhance services, and rebuild trust with customers. The need for transparency, accountability, and effective complaint resolution mechanisms remains pivotal in ensuring a sustainable and customer-centric approach within the water industry.