Water Companies in England and Wales Face Rising Customer Complaints

Complaints about billing, sewage spills, and water meters have surged by 29%, reaching their highest level in nearly a decade.

The Consumer Council for Water (CCW) reports a 29% increase in unresolved complaints from households in 2023-24, totaling 222,956.
Billing disputes account for more than half of the complaints, with significant issues also arising from sewage spills and water meter inaccuracies.
Thames Water and Yorkshire Water received the lowest ratings for complaint handling, while Wessex Water and Portsmouth Water were rated highest.
Environmental complaints, particularly related to storm overflow spills, have increased by 217% over the past year.
Ofwat has proposed fines for major water companies due to sewage management failures, and is considering a cap on bill increases.