Thames Water Shifts to Monthly Billing Amid Record Complaints

Thames Water is transitioning between 110,000 and 120,000 smart-meter customers in Swindon, Marlborough, and Cirencester from six-month billing cycles to monthly statements. The rollout follows a 5,000-customer pilot and is expected to conclude by December. The company stated the change is intended to help customers budget more effectively and is not related to its £21 billion debt.

This transition occurs as the Consumer Council for Water reports an 84% annual increase in household complaints, the highest level in the watchdog's 20-year history. These grievances are primarily driven by rising charges authorized by the Water Services Regulation Authority, which allowed firms to increase bills by 36% between 2025 and 2030. While Portsmouth Water and Bristol Water were ranked as the best at resolving complaints, Thames Water and South West Water were rated as the worst.

Environment Secretary Angela Eagle announced that the government is reforming the water sector to strengthen consumer protections. She stated that the government has ringfenced customer money to ensure it is spent on fixing pipes and improving water quality rather than dividends or bonuses. Water UK defended the bill increases, stating the funds are necessary for vital upgrades to secure water supplies and end sewage discharge into rivers and seas.