The recently released Water Matters 2026 Highlights Report has brought the lack of trust domestic water consumers have in their suppliers to national attention.
The report, released by the Consumer Council for Water, is an annual survey of consumer satisfaction. This year’s report showed a significant drop in consumer trust and an increase in what is seen as unfair price hikes.
Another major issue spotlighted by the report is the communication and lack of transparency from water companies, reflected in an increase in customer complaints to the watchdog.
Does the Water Matters report include business consumers?
The Water Matters report focuses on household customers in England and Wales rather than business consumers. However, there are lessons to be learned from the report that can be applied by business users.
The key factors impacting trust in water companies are the same as those businesses need to look for in a utilities supplier. They include:
- Trust score
- Overall customer service satisfaction
- Value for money
- Satisfaction with water supply
- Satisfaction with sewage services
- Transparency and clarity in tariffs and billing
Unlike domestic consumers, business water customers can choose their water suppliers. Giving them the ability to switch water suppliers to a cheaper, more reliable and trustworthy company.
Knowing that a water supplier is delivering value for money and a good service can give a business peace of mind. Business water rates across the country are continuing to rise on the back of investment in infrastructure and upgrades.
Environmental improvement projects and stricter water and sewage quality controls are also forcing prices higher.
However, the increases to commercial water tariffs are not uniform for every water company. Price increases vary wildly, with some bumped up 12 per cent more than others.
Why is trust in a water provider important for a business?
Businesses need a reliable supply of water to stay operational, particularly firms that require potable water for manufacturing or for hospitality businesses. They don’t just rely on it to make a profit; water is essential for everyone’s health and wellbeing.
Water companies provide an essential service, and the businesses that use them need to feel confident and safe. Also, because businesses are about the bottom line, it is important to feel that a water company is not ripping you off.
Establishing good communication with business customers is a good place to start when developing trust, and it should be a priority for water suppliers.
In particular, they need to communicate information such as:
- Upcoming works and interruptions
- Emergency and urgent shortages or stoppages
- Billing and changes to pricing tariffs
- Leaks and contamination
- Issues with sewage and treatment systems
- Environmental health projects
In July 2025, the Independent Water Commission released a roadmap designed to increase trust in the UK’s water sector.
It included better consumer protection, creating regional water authorities to carry out infrastructure projects, and much tighter oversight for water companies. Another recommendation was around economic regulation or pricing.
This means that the price increases will be more heavily regulated and that water companies have to show they are investing in their networks and treatment assets.
What can businesses do to mitigate rising water costs?
Both household and business water bills can be expected to rise in the near future. For businesses, wholesale prices tend to increase with the change in tax year in April, with an added retail fee on top.
Water wholesalers are passing the costs of necessary upgrades and repairs on to their retailers, who then have to increase their prices. The price hikes are ostensibly to cover the costs of delivering improvements to services.
Planned infrastructure works by water companies are expected to continue until at least 2030. Wessex Water is one example of how increases in charges are funnelled into improvement works, according to their announcement about prices.
Businesses can lessen the impact of price rises in several ways:
- Reducing water usage
- Fixing leaks
- Get a water meter installed
- Using on-site sources of non-potable water
- Switching business water suppliers
- Water bill validation
How can water bill validation improve trust?
Increases to standing charges should come with forewarning and transparency, but that is not always the case. Knowing that your water bill is correct can increase trust in the water supplier or retailer.
Water bill validation is a service that looks at how a business is charged for its water use. By checking invoices for errors, hidden charges and overpayments, validation can help a business save money.
It looks at clean water volume, wastewater and fixed charges. Since most commercial water connections are metered, you should only pay for what you use.
However, non-metered properties are charged on a rateable value, which takes into account the open market rental value given by the council. This produces a much less accurate bill.
If a business’s water bill is not accurate, has increased without warning or is found to be on the wrong tariff, it might be time to find a new supplier.
Switching suppliers means you can choose a company that has a high rating for customer service, trust and communication, not just a lower tariff.
