Water companies forced to cut customers' bills for poor performance

Ofwat has ordered 12 water companies to reduce customers’ bills in 2024-25 after they missed key targets.

The regulator measured  companies performance around leaks, supply and cutting pollution against targets set in 2019.

All but five suppliers fell seriously short. Those companies that missed the targets have now been restricted in the amount of money they’re allowed to take from customers.

Has your water company been ordered to cut bills?

The suppliers that have been told to reduce the amount they charge are:

• Affinity Water
• Anglian Water
• Dŵr Cymru
• Hafren Dyfrdwy
• Northumbrian Water
• SES Water
• South East Water
• South West Water (South West area)
• South West Water (Bristol area)
• Southern Water
• Thames Water
• Yorkshire Water

Do you need to do anything to get cheaper bills?

Any reduction to your bill will be applied automatically. You don’t need to do anything. Figures showing how much bills will fall by are not yet available and will depend on where you live and inflation.

Unhappy customers

Ofwat also found that customer satisfaction has been falling.

Ofwat Chief Executive David Black said:

“It is not going to be easy for companies to regain public trust but they have to start with better service for customers and the environment.”