Bristol Water rated one of the best performing firms as complaints hit record high nationally
The company retains its position at the top of the industry rankings despite growing frustration elsewhere
Bristol Water has been rated one of the best performing water companies in the country, as household complaints about the water industry recorded their largest-ever annual rise nationally.
The company was rated 'good' for both performance measures assessed by the industry watchdog, the Consumer Council for Water (CCW).
Bristol Water shares the top of the table with Portsmouth Water, the only two companies to score 'good' on both metrics, retaining their position as the sector's best performers.
Complaints reach record high elsewhere
Complaints to the CCW are up 84% on last year nationally, the biggest year-on-year rise in the watchdog's 20-year history, according to the organisation.
Complaints made directly by households to water companies have also risen, by 56% compared with the previous year.
The CCW said the increase has been driven mainly by growing concern and confusion over rising charges.
Complaints made to firms about billing rose by 72%, while those made to the CCW on the same issue increased by 97%.
Bill rises behind the frustration
Ofwat allowed water companies to raise bills by 36% between 2025 and 2030, with steep increases already seen last year and a further 5.4% rise on average from April this year.
Complaints to the CCW about the scale of the increases rose by 54%, while those relating to affordability rose by 129%.
Complaints from customers unable to have a water meter installed rose by 464%, according to the watchdog, while complaints from people facing debt recovery action rose by 49%.
The CCW assessed each company on the number of complaints received per 10,000 households, and on how much effort customers had to put in to get a complaint resolved.
Thames Water and South West Water rated 'poor' for both performance measures, making them the worst-performing companies in the sector.
Watchdog and industry response
CCW chief executive Mike Keil said the rise in complaints was "deeply troubling".
"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," Keil said.
"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," he said.
"Companies need to be clear and open with their customers about how they are investing people's money to deliver real improvements," he added.
A spokesman for Water UK, which represents the industry, said the money raised through bills was needed to fund "vital upgrades" to secure water supplies, support economic growth and end sewage entering rivers and seas.
"The vast majority of these complaints, 94%, are being dealt with at the earliest possible stage without the need for further involvement from the consumer body," the spokesman said.
"The industry remains committed to improving communication with customers and showing clearly how their money is being used to deliver the improvements they expect," he said.
Environment Secretary Angela Eagle said she shared "the frustrations voiced today".
"For too long, people have had to put up with rising water bills and unreliable services," Eagle said.
"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," she said.
"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," she added.