Water bill too high? How to get help as complaints hit record high

More households are unhappy with their water bills with complaints about rising costs soaring t orecord highs.

The Consumer Council for Water (CCW) has revealed that the number of complaints escalated to the watchdog by household customers increased by a whopping 84% during 2025-26, to reach 15,115.

That's the biggest annual increase in complaints in the CCW's 20-year history.

Complaints made directly to water companies also increased sharply, rising by 56% to 321,347, compared with 205,853 the previous year.

The increase has been driven largely by concerns about water bills, with complaints about billing to water companies rising by 72%.

If you're unhappy with your water bill, there are steps you can take rather than just accepting the amount you're being asked to pay.

Why are water bill complaints rising?

The CCW says the sharp increase in complaints comes after households faced a large rise in water bills.

Water companies said increases have been needed to fund investment in services, infrastructure and environmental improvements.

The CCW found that complaints about the size of bill increases rose by 54%, while complaints relating to affordability increased by 129%.

There was also a 464% increase in complaints from customers who were unable to have a water meter installed.

Complaints from people facing debt recovery action increased by 49%.

What should you do if your water bill is too high?

If you think your bill is wrong, unexpectedly high or simply unaffordable, don't ignore it.

There are several things you can do.

Check your water bill carefully

Before making a complaint, check exactly what you're being charged for.

Look at whether the bill is based on an actual meter reading or an estimate.

If you have a water meter, compare the reading on your bill with the reading on the meter itself.

If the bill is based on an estimated reading and you've been able to take an actual reading, give the reading to your water company and ask it to review the bill.

Also check whether the billing period is longer than usual or whether there are any outstanding amounts from previous bills.

Contact your water company first

If you think there's a problem with your bill, your first step should normally be to contact your water company.

Explain what you think is wrong and ask the company to investigate.

Keep a record of when you contacted it, what you were told and any reference number you're given.

If you're complaining by email or online, keep copies of your messages.

This can be useful if you need to take the complaint further.

Ask for help if you can't afford the bill

If the problem isn't that the bill is incorrect but that you simply can't afford it, tell your water company.

Don't wait to fall in arrears.

Water companies have support schemes for customers struggling with their bills, although the help available can vary depending on the company and where you live. Ask your water company what support is currently available to you.

You may be able to get help with your payments or access a reduced tariff if you meet the relevant criteria.

Ask about a payment plan

If you have fallen behind with your water bill, don't assume you have to pay the entire amount immediately.

Contact your water company and explain what you can realistically afford.

You may be able to agree a payment arrangement.

The sooner you make contact, the more opportunity there may be to find a manageable way of dealing with the debt before the situation escalates.

This is particularly important given the CCW's finding that complaints from people facing debt recovery action increased by 49% during 2025-26.

Check whether a water meter could save you money

If you aren't already on a water meter, check whether switching could reduce your bill.

With a meter, you pay according to the amount of water you use rather than being charged based on your property's rateable value.

However, a meter won't necessarily save everyone money.

The CCW has a water meter calculator that can help you compare what you currently pay with an estimate of what you might pay using a meter.

If you live alone or in a small household and use relatively little water, a meter may be worth investigating.

But check the figures before making the switch.

Find out whether you're entitled to other help

Your water company may have additional schemes for households struggling with their bills.

The exact support available varies between companies, so check directly with your supplier.

If you're receiving certain benefits or have a low household income, you may qualify for a social tariff or other assistance.

It's worth checking even if you've never needed help with your water bill before.

Escalate your complaint if the water company doesn't resolve it

If you've complained to your water company and you're still unhappy with the response, you may be able to take the complaint further.

For household customers in England and Wales, the Consumer Council for Water (CCW) provides free advice and can help consumers resolve complaints with their water company.

You should generally give your water company the opportunity to resolve the problem first.

If you're still unhappy, CCW can explain what options are available and whether it can help with your particular complaint.

Could you save money with a water social tariff?

In England and Wales, water companies must offer social tariffs to help customers on low incomes or who are struggling to pay their water bills.

These special tariffs are more affordable than the standard household bills.

The exact eligibility criteria and discount varies depending on your water supplier so you will need to get in touch to find out if you could qualify for their offer.

However, the CCW is calling for a single social tariff for water across England and Wales, arguing that this would provide more consistent support for people struggling to afford their bills.