- Cassandra Etter-Wenzel
- Feb 26
- 3 min read
Updated: Aug 18
The UK Water Sector: Costs, Quality, and Consumer Satisfaction
This report explores customer satisfaction in the water sector, water quality, and water costs. The UK water sector has faced intense public scrutiny in recent years. Consumers are increasingly frustrated with rising water costs, declining service quality, and environmental mismanagement.
Consumer Satisfaction and Water Costs
While 100% of the UK population has access to safe drinking water [1], customer satisfaction levels are alarmingly low. Ahead of PR24, Ofwat and the Consumer Council for Water reported that only 58% of consumers were satisfied with water services, 49% with wastewater and drainage, and just 23% trusted their water provider to care for the environment—significantly down from 65%, 56%, and 31% in 2021 [2].
Relative to OECD peers with privatized water systems, UK water is significantly more expensive [3]. On an average monthly bill basis, UK household water costs are ~70% higher than in the US and 50% higher than in France. Consumers are effectively not only paying for water services but also for the financial burden of water companies, which have accumulated unsustainable debt levels. Debt servicing costs remain a substantial factor driving up prices, as companies struggle to balance their financial obligations with necessary infrastructure investments.
Water Quality Challenges
UN Water data reveals that only 33% of UK water bodies achieve good ambient water quality[4], trailing significantly behind European counterparts such as France (85%) and Germany (77%) [5]. This stark disparity raises concerns about whether the UK’s regulatory framework is adequately safeguarding water quality.
Sewage spills have dominated headlines, with Thames Water alone discharging 14.2 billion liters of sewage into the Thames River in 2023[6]. In response, Ofwat has tightened regulatory oversight in PR24, introducing stricter Outcome Delivery Incentives (ODI) that penalize underperformance, particularly regarding storm overflows and water monitoring. Equity at risk for Thames Water now stands at £28.1 million annually for storm overflow breaches, with potential refunds to customers if failures persist [7] [8].
Looking Ahead
The UK water sector requires a fundamental rethink of its financial and regulatory model. Mounting debt, deteriorating infrastructure, and poor environmental performance highlight its shortcomings.
To ensure long-term sustainability, regulators must provide:
A regulatory framework that guarantees long-term financial stability.
An appropriate rate of return balancing investment in cleaner infrastructure with affordability.
Appropriate incentive structure for high-quality service and environmental responsibility.
The industry plans to invest over £100 billion through 2030. However, high leverage ratios constrain companies’ ability to secure additional debt, making equity investment a critical component of future financing strategies. To achieve risk sharing between investors and companies, stakeholders must collaborate to determine appropriate return rates that attract equity investment while ensuring that consumers receive reliable and fairly priced water services.
References
[3] Water Cost: EurEau Europe’s Water in Figures (2021), Forbes Monthly Utility Costs by State (2024), BBC “How much will I have to pay for my water?” (2025), Canstarblue “What is the average water bill in Australia?” (2024), DEStatis "Charge for drinking water supplied to tariff areas by tariff type"; all prices converted to GBP
[4] Water Quality: Based on UN Water data (2023), representing the percentage of water bodies classified as having good ambient water quality