Thames Water rated worst performing firm as complaints hit record high
The company, which serves Swindon, is also set for further bill rises
Thames Water, which supplies customers in Swindon, has been rated one of the worst performing water companies in the country, as household complaints about the water industry recorded their largest-ever annual rise.
The company was rated 'poor' for both performance measures assessed by the industry watchdog, the Consumer Council for Water (CCW).
It shares the bottom of the table with South West Water, making the two firms the worst performers in the sector.
Complaints reach record high
Complaints to the CCW are up 84% on last year, 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.
Portsmouth Water and Bristol Water were the only companies to score 'good' on both measures, retaining their position as the sector's best performers.
Further bill rises ahead for Thames Water customers
Debt-laden Thames Water is one of five companies provisionally allowed to raise bills again between 2027 and 2030, alongside Severn Trent Water, Southern Water, Wessex Water and South East Water.
Ofwat announced last month that it had given the five suppliers provisional approval for an extra £3.4 billion in spending by the end of the decade, to upgrade networks for new housing and data centres and tackle so-called forever chemicals in drinking water.
It means Thames Water customers, including those in Swindon, are set to see further unexpected rises on top of those already in place since last April.
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.