Water Mark 2026
The data behind our latest Water Mark paints a picture of widespread underperformance across the water sector, which will do little to rebuild record low levels of consumer trust.
People can see and feel the impact of some of the largest ever rises in water bills – what customers are not seeing is an improvement in service or environmental performance from many companies.
The industry as a whole needs to do far better and start delivering value for money for customers, who have seen their bills rise by an average of 34% since April 2025.
Key areas of focus should include:
-
Get the basics right and deliver reliable water services
Ten of the companies missed targets for supply interruption, and customer satisfaction with water supply fell from 90% to 86%. The average length of supply interruptions increased 15% compared to 2024-25. Companies must address recurring problems and improve their response and communication when services fail. -
Stop missing leakage targets and prove that metering delivers
12 of 19 companies missed leakage targets, and 13 missed household consumption targets. Companies must ensure that their meter installation plans provide useful information for customers and more accurate bills, while reducing overall leakage. -
Deliver environmental improvements, not just promises around investment
9 of the 11 water and sewerage companies missed pollution targets, while the industry achieved a record low number of stars from the Environmental Agency (16 out of 36). Just 35% of customers are satisfied with companies’ efforts to protect the environment. Companies must demonstrate that increased investment is leading to clear reductions in pollution. -
Resolve problems thoroughly and keep customers informed
Complaints from households to water companies rose by 56%, while CCW saw a record year-on-year increase (up 84%) in complaints from customers needing our help in resolving them.
Only 46% of customers rated company communication as good. Companies must respond promptly, deliver on their commitments and communicate transparently with customers.
Previous Water Mark assessments
Our most recent assessments
