Survey Reveals Growing Distrust and Concern Over Water Firms’ Environmental Impact

A new survey has revealed a dramatic fall in customer satisfaction with water companies across England and Wales, marking the steepest decline in its 13-year history. The findings, from the Consumer Council for Water (CCW), indicate that household satisfaction with the performance of water companies—particularly regarding wastewater treatment and sewer flooding—has dropped to unprecedented levels.

The survey of nearly 5,000 households recorded a sharp decline in satisfaction with wastewater management, with only 35% of respondents expressing satisfaction, compared to 88% just a decade ago. Similarly, satisfaction with efforts to reduce sewer flooding has dropped from 85% in 2014 to just 43%. Trust in water companies has also significantly weakened, reaching its lowest point since the survey began, with an overall trust score of 6.37 out of 10.

The report highlighted that a primary factor behind this decline is growing dissatisfaction with companies’ environmental performance, particularly their handling of pollution. Only a third of customers (33%) felt satisfied with the water industry’s environmental efforts. This has led to a broader sense of unfairness, with only 55% of customers believing they are being charged fairly for the services they receive, marking a 9% drop from the previous year.

As the regulator Ofwat prepares to announce its draft determinations on future water bills, households are concerned about upcoming price increases, especially in light of what they see as inadequate service. CCW chief executive Mike Keil noted that the most pressing challenge for water companies is restoring trust, particularly in the area of environmental protection.

Keil warned, “Trust won’t be rebuilt, and customers will not tolerate future bill rises unless they see and feel a step change in the service they receive from their water company.” Customers, he said, expect tangible improvements, such as cleaner beaches and more reliable water supply, before any price increases are accepted.

In response to the survey, Water UK, the trade body for water companies, highlighted the record investment plans by water firms to address these concerns. This includes major initiatives to secure the water supply and reduce sewage discharges into rivers and seas, as well as plans for new reservoirs. The water companies are also expanding financial support for households, with over three million expected to benefit from bill assistance. However, the question remains whether these efforts will be enough to restore customer trust and satisfaction in the sector.