As water bills reach record highs, the Consumer Council for Water (CCW) is stepping up efforts to protect consumers in England and Wales with a robust programme of scrutiny, support, and advocacy laid out in its 2025–26 Forward Work Programme.
Reflecting on the year ahead, CCW Chair Rob Wilson said the organisation’s focus will remain on ensuring “fair, affordable and reliable access to services for water consumers” as the industry faces growing pressure to deliver on investment promises and regain public trust.
April 2025 marked the biggest rise in water bills since the privatisation of the 36 years ago, largely to fund an ambitious five-year investment programme targeting pollution, leaks, and increased metering. However, Wilson noted that trust in the sector remains low and accountability is critical. “The revival in consumer trust in the industry depends on delivery and excellent customer service,” he said.
The water regulator Ofwat’s final pricing decisions in late 2024 have triggered appeals from five water companies, who argue for even higher bills. CCW, in response, has pushed back hard to ensure consumer interests are heard. A recent independent report commissioned by CCW suggested Ofwat could have set a lower cost of capital, potentially saving billpayers £5.4 billion over the five-year period.
CCW is proactively researching customer expectations and working with water companies to improve communication and implementation as smart metering programmes are rolled out
A core part of CCW’s work in the coming year involves deep-diving into customer service standards. Its complaints assessment programme will be expanded to include at least eight household providers and two business retailers, with results published to ensure transparency and accountability.
In addition, CCW will undertake at least five incident assessments and five debt assessments, along with one formal investigation using its statutory powers under the Water Industry Act.
CCW celebrates the passing of the Water (Special Measures) Bill in February 2025. This paves the way for a single, nationwide social tariff to replace the existing patchwork of regional support schemes. Wilson called it essential: “At least 2 in 5 households have told us they will find these bill rises difficult to afford… we’d like to see [the single social tariff] launched within a maximum of two years, but the sooner the better.”
Another pressing issue is the large-scale rollout of smart meters. Between 2025 and 2030, water companies plan to install 10.4 million meters—five times the number installed in the previous five years. While smart meters promise benefits like leak detection and water savings, they’ve also sparked complaints. Recognising the many benefits that smart meters can deliver, CCW is proactively researching customer expectations and working with water companies to improve communication and implementation.
Wilson also highlighted ongoing efforts to improve day-to-day service delivery, noting a new dedicated team within CCW’s customer service department aimed at “delivering a supportive and personalised service that prioritises dignity, respect and customer wellbeing.”
With rising bills and major infrastructure projects ahead, CCW’s 2025–26 programme sends a clear message: customers must remain at the heart of the water sector’s transformation.
