Question to the Department for Environment, Food and Rural Affairs:

To ask the Secretary of State for Environment, Food and Rural Affairs, how many complaints OFWAT has received about the increase in water and sewerage rates since 1 March 2025; and to how many complainants have substantive responses been given.

Ofwat has received 359 customer contacts since 1 March 2025 regarding the increase in water and sewerage rates. 25 of these have received a substantive response. An additional 453 contacts have been received since 21 March 2025 which are being reviewed to determine if they relate to increases in water and sewerage rates.

Due to the current large amount of customer queries there has been significant delays in providing substantive responses to them. Customers are very important to Ofwat, and Ofwat recognises the need to improve its response rate, that is why it continues to work to improve its capacity and processing time and will process outstanding queries as quickly as possible.

Customers are of the utmost importance to this government. The Independent Water Commission, launched by UK and Welsh governments in October 2024, aims to build consensus for a resilient and innovative water sector that ultimately serves both customers and the environment. The Commission will report to the UK and Welsh governments by the end of June 2025.