CCW tracker finds many record lows in customer sentiment

(by Karma Loveday)

The Consumer Council for Water (CCW) reported a year of lows as it published the 2025-26 data for its Water Matters report, which has been tracking household customers’ views on water and sewerage services for 15 years.

Among the findings highlighted by the watchdog from this year’s survey of 3,500 bill payers were: 

• Thirteen water companies saw their customer trust ratings fall during the year, as the overall score for England and Wales dropped from 6.28 to 6.07 out of 10. The most trusted water company was Northumbrian Water (7.02), the least trusted was Thames Water (4.74 out of 10).

• 44% felt what they were being charged was fair, falling for a third successive year to reach another record low. 

• Just 63% of customers felt their water bill was affordable, down 11% to another new low.

• Fewer than half (46%) of customers said they felt their water company was doing a good job of communicating its investment plans, slipping to its lowest ever level.

• Against the backdrop of April 2025’s substantial bill increases, queries around bills remained the biggest cause of customer contact to water companies, reaching a record high, but satisfaction with this contact hit a new low.

• CCW handled just over 16,000 escalated complaints in the year, an overall increase of 51% compared to 2024. This rise was largely fuelled by disputes around bills and financial worries.

• Just a third of customers (35%) are satisfied with companies’ efforts to protect the environment, while satisfaction with sewerage services slumped to its lowest-ever level – 60% (down 4%).

• One ray of light was that awareness of the support water companies can offer struggling households through schemes which reduce bills reached a new high at 56%.

Mike Keil, chief executive of the CCW, said: “Some water companies have been quick to blame regulation for the water sector’s failures but much slower to take responsibility for things within their control – not least the way they communicate with their customers.

“Fewer customers think they are getting a fair deal or value for money and what’s clear from our work with consumers is that people want more clarity about their bills, how their money is being spent and what support water companies can offer them.”