Concerns and confusion over rising water bills have fuelled the largest-ever increase in complaints about water companies to the consumer watchdog.

The Consumer Council for Water's (CCW) latest annual household complaints report reveals complaints from household customers escalated to the watchdog increased by 84% in 2025-26, up to 15,115 from 8,235 in the previous year. It marks the steepest year-on-year rise in CCW’s 20-year history.

The overall number of complaints made by households directly to their water company also climbed by 56% to 321,347 in 2025-26 from 205,853 in 2024-25.

The sharp rise was primarily driven by growing concerns over bills, with complaints made to water companies about billing increasing by 72% and almost doubling (up 97%) among the cases brought to CCW.

This came after households were confronted in April 2025 with the largest increase in water bills since privatisation, to help fund much-needed investment in services, infrastructure and environmental improvements.

Complaints to CCW about the scale of the bill increases rose by 54%, while concerns around affordability shot up by 129%.

The figures suggest many households were looking for ways to manage rising costs, with complaints to CCW from customers who were unable to have a water meter installed up by 464%. Complaints from people facing debt recovery action also increased by 49%.

Mike Keil, Chief Executive of CCW, said:

“It's deeply troubling to see such an unprecedented rise in complaints. These numbers reflect just how dissatisfied many people still are with the state of the water sector and the enormous task water companies face in rebuilding consumer trust.

“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."

CCW assesses each company’s performance on the number of complaints it receives for every 10,000 households it serves and the amount of effort customers have to put in to get their complaint resolved.

Thames Water and South West Water rated ‘poor’ for both performance measures, making them the worst performing companies.

Portsmouth Water and Bristol Water were the only companies to score ‘good’ in both metrics, retaining their position at the top of the rankings as the sector’s best performers.

CCW continues to challenge and advise the industry through its Water Voice consumer panels, company complaint assessments and wider work to understand customers’ concerns, share best practice and drive improvements that deliver better outcomes for consumers.

CCW also continues to make the case for fairer and more consistent support for those unable to afford their water bill through the creation of a single social tariff for water across England and Wales.

The water watchdog says this would ensure help is targeted at those who need it most and end the current postcode lottery of support provided through individual water company social tariff schemes.

Commenting on the report’s findings, Environment Secretary, Angela Eagle, said:

"I completely share the frustrations voiced today. For too long, people have had to put up with rising water bills and unreliable services.

"This government is firmly on the side of households, and we have already ringfenced customer money to ensure it is spent on fixing pipes and improving water quality, not dividends or bonuses.

"We're fundamentally reforming the water sector to strengthen consumer protections, ensuring households receive value for money from every pound on their bill and the higher standards they rightly expect."

Click here to download the report