The number of complaints about water bills is increasing due to household problems with meters and sewerage
- The rollout of smart water meters is just one reason for the increasing complaints from consumers
The number of unresolved household complaints to water companies has increased, with water meters and contaminated water being blamed.
The number of complaints sent to the Consumer Council for Water (CCW) in 2023/2024 increased by 29 percent, the highest level in almost a decade.
Thames Water was the worst water company for complaints, followed by Yorkshire Water and Cambridge Water.
The CCW intervenes if consumers cannot resolve complaints directly with their water company.
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The increase was made possible by complaints about bills, water meters and the pollution crisis, which has seen water companies come under heavy criticism for the unclean nature of many rivers and seas.
There were 222,956 complaints about water companies in 2023/2024, 57 percent of which concerned the accuracy of water bills, and 7,997 referred to the CCW.
Complaints about water meters increased by 30 percent, including problems with the accuracy of meter readings and defective meters.
The CCW says: ‘CCW finds this worrying because more and more homes will be equipped with a water meter in the coming years.’
Most water companies are planning a major rollout of smart meters in the coming years.
The current plans are for 48 percent of households to be equipped with a smart meter by 2030.
All water companies in England and Wales, except South West Water and Southern Water, generated more billing complaints than last year.
Many households complained about the environmental performance of water companies, such as storm overflows and sewage leaks in waterways.
However, the CCW said that ‘the strength of people’s feelings about the responsibility of water companies for polluting the environment does not directly correlate with the actual performance of their water companies in this area’.
Mike Keil, CEO of CCW, said: ‘Households are having to waste far too much time and energy resolving complaints that water companies should be getting right the first time.
‘Confidence in the water sector has already been seriously damaged and the poor handling of complaints will only increase people’s frustration.
‘We are particularly concerned about the significant increase in complaints from customers with water meters questioning the accuracy of their bill.’
David Bird, retail director at Thames Water, said: ‘We are committed to improving our customers’ experience and have worked closely with CCW to address these issues.
“CCW has recognized the collaborative approach we have taken and that the improvements we are making are promising. However, we realize that we still have more to do.
“Our turnaround plan is focused on resolving customer complaints and improving the quality of their interactions with our company, from initial contact through resolution.”
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