Complaints about water companies have soared as households grapple with higher bills. the consumer watchdog recording its biggest annual rise in cases in two decades.
The Consumer Council for Water (CCW) received 15,115 complaints from households through 2025 and 2026, an 84% increase on the previous year. This is the biggest annual rise in cases in two decades.
Complaints made directly to water companies also jumped by 56% to 321,347.
Billing was at the heart of the frustration. These complaints rose by 72%, while cases escalated to the watchdog almost doubled, increasing by 97%.
Mike Keil, Chief Executive of CCW, said: “People have been hit with significant bill rises and are impatient to see the benefits where they live – whether that’s a more reliable service, cleaner rivers or effective and empathetic support when they are struggling to pay their bill.
“Companies need to be clear and open with their customers about how they are investing people’s money to deliver real improvements.”
The surge follows the biggest increase in water charges since privatisation in April 2025, with the extra money intended to fund investment in services, infrastructure and environmental improvements.
Cases involving customers unable to have a water meter installed increased by 464%, while those facing debt recovery action rose by 49%.
Thames Water and South West Water were rated the poorest performers, while Bristol Water and Portsmouth Water topped the rankings.
The figures highlight growing pressure on households as the water sector attempts to fund upgrades while keeping bills manageable. The watchdog say this shows pressure on households as higher charges collide with affordability concerns.
It is calling for a single social tariff across England and Wales, replacing separate schemes operated by individual water companies.
The proposal would aim to make support easier to understand and ensure customers in similar financial circumstances receive comparable help, regardless of where they live.
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