Household complaints regarding water companies in England and Wales have surged sharply following recent substantial increases in water bills. According to figures from the Consumer Council for Water (CCW), complaints to the watchdog rose by 84 percent year-on-year, marking the largest annual increase since the council’s establishment in 2005. Complaints made directly to water companies also climbed by 56 percent over the same period.

The rise in grievances comes amid a series of bill hikes authorized by the industry regulator, Ofwat. Between 2025 and 2030, Ofwat allowed average water bills to increase by 36 percent, with an additional 5.4 percent rise implemented starting in April this year. These increases were intended to help water companies fund extensive infrastructure upgrades to comply with environmental regulations and improve services.

The nature of the complaints reflects customer frustration with the cost of their water services. Complaints related to charges rose by 72 percent to water firms and by 97 percent to the CCW. Affordability concerns grew even more sharply, with a 129 percent increase in complaints, while those concerning debt recovery actions rose by 49 percent. The CCW’s report also evaluated the performance of individual companies based on complaint volumes and the effort needed by customers to resolve issues. Thames Water and South West Water were both rated “poor” in these categories, while Portsmouth Water and Bristol Water received “good” ratings.

Thames Water, which has a reported net debt of approximately £18.5 billion, acknowledged the complaints but emphasized steps taken to improve services. David Bird, retail director at Thames Water, stated that while last year’s bill increases prompted complaints, they helped finance the company’s largest infrastructure upgrade in 150 years. He added that bills increased by a more modest 3.4 percent this year, aligned with inflation, and welcomed the CCW’s findings as a guide for ongoing improvements. South West Water did not provide a comment.

Government officials highlighted the increasing concerns. Dame Angela Eagle, the environment secretary, acknowledged the longstanding issues of rising bills and service reliability. She emphasized the government’s commitment to protecting consumers, including measures to ensure that customer payments are used for repairing infrastructure and enhancing water quality rather than for dividends or bonuses. Efforts are underway to reform the water sector to improve consumer protection, guarantee value for money, and raise service standards.

The escalating complaints underscore the challenges faced by both consumers and water companies as the industry undergoes significant investment and regulatory changes. Balancing the need for infrastructure improvements with affordable and reliable service remains a key issue in the sector.