Complaints against water companies have risen by almost a third

Complaints against water companies rise by almost a third in 2024 with billing making up half of the disputes

Complaints against water companies have risen by almost a third due to concerns not being addressed. Just under 223,000 complaints were made to water companies in England and Wales during 2023 to 24 – a rise of 29%.

Billing disputes made up more than half of complaints, while concerns about environmental performance, such as spills from storm overflows and pollution, soared by 217%. Issues relating to water meters – set to be introduced more widely – were up 30%.

The Consumer Council for Water, who released the date, said it had also handled 7,977 complaints in the past year from people who said they had exhausted their company’s complaint process.

CCW said Thames Water was the worst performer, with Yorkshire Water and Cambridge Water also poor. All three water companies said they were working with the organisation to make changes.

CCW chief executive, Dr Mike Keil, said households were having to waste far too much time and energy resolving complaints, which water companies “should be getting right first time”.

“We’re particularly concerned to see a significant rise in complaints from customers with water meters who are questioning the accuracy of their bill. More companies are planning to roll out smart meters over the next few years, so they must listen and act on people’s concerns now or risk further damaging customer trust.”

Water companies are planning bill increases, with regulator Ofwat proposing to cap them, with a final decision due in December.