The Consumer Council for Water (CCW) cited complaints from household customers in England and Wales soared by 29% in 2023 – 2024. Complaints are at their highest for nearly 10 years.
The CCW annual report shows customers made 222,956 complaints direct to water companies in England and Wales.
57% of complaints related to billing. This includes disputes over charging, payment methods and affordability difficulties.
Water meter issues soared by 30%, with meter readings and functionality being the main complaints.
Environmental complaints were up by 217% over the past 12 months. These generally related to storm overflows and wider pollution of rivers and seas.
CCW gauges water companies’ performance based on the number of complaints they received per 10,000 household connections, as well as assessing how well complaints were handled.
The worst performing water companies
Thames Water and Yorkshire Water were the only two water and waste water companies to be rated as poor on both performance measures.
Thames Water was the worst performer overall. Their customers made more complaints direct to the company as well as CCW than any other supplier.
Yorkshire Water also performed poorly. CCW complaints about Yorkshire Water soared by 90% over the past 12 months.
Cambridge Water saw complaints to CCW rise by 77% Most of these disputes related to bills from metered households.
The best performing water companies
Wessex Water and Portsmouth Water were the only two companies to receive top marks on both performance measures.
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.
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.”
Who regulates water companies?
OFWAT regulates the water sector in England and Wales.
Who monitors the water companies?
OFWAT regulates the water and sewage sectors in England and Wales. It works in the interests of water consumers by ensuring that water companies carry out their duties and are properly run, the water system is resilient and sustainable and the market is competitive.
Does OFWAT regulate Scottish Water?
No – OFWAT does not regulate Scottish Water.
The Drinking Water Quality Regulator (DWQR) is responsible for monitoring the quality of Scotland’s public drinking water and confirming that it meets drinking water quality regulations and is safe to drink.
The Scottish Government owns Scottish Water – it is publicly owned.
What standards are guaranteed by water and sewerage companies?
The Guaranteed Standards Scheme sets minimum standards of service for customers required by OFWAT – the water regulator.
You may be entitled to compensation if your water company fails to adhere to set minimum standards. This table applies to England and Wales.
Priority Services Register
The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there’s an interruption to your electricity, gas or water supply.
You can sign up for extra support if you need it, particularly if you are elderly or vulnerable. Specially trained staff should be able to assist with your complaints.
Water companies need to be more proactive and identify vulnerable customers and point them to the Priority Services Register so they get the help they need.
The complaints that are being escalated to the Consumer Council for Water to investigate indicate otherwise.
Vulnerable customers
OFWAT sets out rules and minimum standards to protect vulnerable customers for water companies to adhere to.
Vulnerability has a broad spectrum. Not all disabilities are visible – cancer, Multiple Sclerosis, Long Covid – to name a few.
OFWAT has 5 objectives for water companies to support customers who need extra help.
OFWAT has published a guidance document with a summary of their objectives and minimum expectations for vulnerable customers.
It is worth looking at this to identify any failings within the context of your complaint.
Getting help with paying your water bills
The Citizens Advice Bureau has a wealth of information to direct you to those who may be able to assist you, particularly if you are on benefits, in financial difficulties or have medical needs.
WaterSure is a scheme in England designed for this.
How to complain about a water company
You should follow the complaints procedure first before you ask the Consumer Council for Water (CCW) for help.
The Consumer Council for Water has a list of their most popular questions and provide impartial advice and guidance to water customers.
There is a three stage process.
Stage 1: Complain to the water company. Give them an opportunity to put things right. They should respond within 10 working days.
Stage 2: If you are unhappy with the outcome at Stage 1, you can escalate it to Stage 2. They will have another 10 days to respond.
Stage 3: You can refer your complaint to the Consumer Council for Water to conduct an independent review of your complaint.
If the CCW are unable to resolve your complaint, they will refer your complaint to the Alternative Dispute Resolution (ADR) team. They will decide whether mediation or adjudication is the best course of action.
Tips on how to complain about a water company
- Follow the complaints process. Put everything in writing so you have a paper trail and evidence. If you need to speak to someone, get their name at the start of the conversation and note the time, date and what was discussed.
- Get any promises confirmed in writing. If you are promised that a Manager will return your call, ask for the Manager’s name and when you can expect that elusive call.
- Be polite and objective. You are dealing with real people who will be more likely to assist you if you are polite and reasonable. Stick to the facts – take emotion out of it.
- Use key words to demonstrate the impact their negligence and incompetence has had on you – detriment, harm, vulnerability, disabilities – these are all red flags to escalate a complaint.
- Tell them what you want to remedy your complaint.
- Persevere and be meticulous.
You can find more tips and advice on how to complain and your consumer rights in my book.
How do I contact the Consumer Council for Water?
You can contact the consumer council for water by:
Telephone: 0300 034 2222 (England) and 0300 034 3333 (Wales)
Online: Use their online form to lodge a complaint
Post: Send a letter to CCW, 23 Stephenson Street, Birmingham B2 4BH
My View
There are clearly big issues with many of the water companies with communication and how they handle complaints. Consumers know things can and do go wrong. It’s how the issues are dealt with that matters.
Many firms make it so difficult to speak to anyone about issues or put customers at the heart of their business. Covid was seen as a once in a lifetime opportunity to change the way customers communicate with businesses and do everything online. They simply don’t consider providing good customer service as a necessity, have staff that are sufficiently trained or prioritise vulnerable customers.
I cannot find any contact details on Thames Water website. There are no multi-channel communications. The relentless push to do everything online alienates vulnerable and elderly customers who may not have a laptop, smartphone or do anything online.
Thames Water has a Code of Practice online and “Our Customer Guarantee Scheme.”
If you write to us to query the accuracy of your bill, we will respond to you as quickly as possible but usually it is within 10 working days of receiving your request. If we do not provide a detailed response to your query within 10 working day, you will automatically receive a payment of £30. In most cases this payment will be made as a credit to your water services account.
The link to the Customer Guarantee Scheme doesn’t work on their Code of Practice!
OFWAT needs to clamp down on water companies who are failing their customers to reduce the unacceptable number of complaints.
Have you had to complain about a water company? What is your experience?