Source · Select Committees · Public Accounts Committee
Recommendation 9
9
Unsatisfactory explanation of water bills undermines customer understanding and trust.
Conclusion
Customer bills cover operating costs; returns for financing used to pay for capital enhancements; and a contribution towards capital repayments.19 The Consumer Council for Water told us that to rebuild trust people need to understand what they are getting for their money.20 Ofwat described the way companies have explained customers’ bills as “unsatisfactory”, and told us that companies ought to supply information to customers, and make it simple, accessible and consistent.21 Maintaining vital infrastructure
Government Response
A response document is linked to this report, dated 15 October 2025. Response attribution to this conclusion has not been verified. Read the response document ↗