Water complaints surge to highest level in nearly a decade

The number of unresolved customer complaints against water companies in England and Wales has skyrocketed by 29% to its highest point in almost ten years, the Consumer Council for Water (CCW) has revealed.

Billing issues take centre stage

According to CCW's report, water companies received 222,956 complaints directly from customers.

More than half (57%) of these complaints were about problems with bills, including disputes over charges, payment methods and the affordability for people struggling with their finances. The report also shows rising concerns surrounding water meters, which increased by 30%. Customers expressed doubts about the accuracy of their bills, questioning the frequency of meter readings and the proper functioning of the devices.

Complaint-handling performances

CCW evaluates how water companies perform by looking at the number of complaints they get for every 10,000 household connections, as well as how effectively they manage these complaints.

• Thames Water and Yorkshire Water were rated as poor on both these measures, with Thames Water receiving the highest number of complaints overall.
• Of the water-only suppliers, Cambridge Water was the only company to get a poor rating on both measures, with a 77% increase in complaints brought to CCW, mostly related to metered household bills.
• Wessex Water and Portsmouth Water stood out as top performers, earning praise from CCW for their exceptional service.

Smart meter rollout raises concerns

With several water companies planning to roll out smart meters in the coming years, CCW emphasises the importance of addressing customer concerns quickly.

Failure to listen and act on these issues could further lower customer trust, especially among those already struggling with their finances.

Dr Mike Keil, chief executive of CCW, said:

"Households are having to waste far too much time and energy resolving complaints, which water companies should be getting right first time.

“Trust in the water sector is already badly fractured and the poor handling of complaints will only compound people's frustration."