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4th April 2025 12:30 - Utilities

Changes to water bills the most common concern among CCW customers: A CCW (Consumer Council for Water) survey found that changes to water bills are the most common unprompted concern among customers across England and Wales, with 38% of respondents citing it as their top-of-mind issue. Water quality was the next most common concern, with 23% of respondents identifying it as their main thought regarding water in England and Wales.

CCW worked with Yonder Consulting to undertake an online omnibus survey in England and Wales, consisting of 1,143 consumers across the two nations.

Over a third (38%) of respondents said that changes to water bills were the first thing that came to mind when thinking about their water supplier, with almost half (49%) of those in South West England having this as their main concern. This concern was also prevalent among those aged 35-54 (44%), while respondents over 55 were more likely to mention water quality.

Throughout 2024, consumers have placed growing importance on understanding the financial stability of their water company, with 91% of respondents now considering this topic important—up from 69% in 2023. More people want to know how much profit their water company makes, who owns it, and its future financial stability. Interest in smart meters has also increased.

CCW concluded that affordability is a growing concern for most consumers in England and Wales. Opinions on smart meters remain mixed, highlighting the need for more information. Overall, they noted that consumer priorities are evolving, with discussions around water issues becoming more in-depth and awareness of lesser-known topics expanding.

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