The first ever Water Industry Performance Insights report has been published and shows a mixed picture on performance.
It is a joint effort by the Drinking Water Inspectorate, Environment Agency, Natural Resources Wales and Ofwat, with the regulators bringing evidence together to provide a clearer view on the water industry.
The report states that there were 2,991 pollution incidents across England and Wales in 2025, including 84 that were classed as ‘serious’.
In addition to the pollution, just 93.7% of required environmental improvement actions were completed on time with 142 of 2,254 plan actions not delivered.
Mike Keil, Chief Executive of the Consumer Council for Water (CCW), said: “People have seen the average water and sewerage bill rise by around 34% over the past 18 months, but many customers have not noticed any improvement in customer service or performance.
“Customers expect more for their money at a time when many water companies are failing to meet their commitments on key service areas which affect people’s lives and the environment.”
However, drinking water quality remains among the best in the world, with 99.97% of tests meeting standards. Meanwhile, household consumption remains similar to the previous year at 137.3 litres per person per day.
Helen Campbell, Interim Executive Director for Delivery at Ofwat, said: “Over the past year we have seen some step up to this challenge, but this is inconsistent and poor performance continues in too many places. The responsibility sits with water companies to deliver on what they have agreed to, and we will continue to work across regulators to drive stronger outcomes.”
The government says this report marks a step closer to a joined-up approach to water regulation.
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