One in four customers now struggling with household bills, Ofwat research finds

The number of customers who have struggled to pay their household bills has more than doubled in a year, from 12% to 25%, according to the latest wave of Ofwat research into the cost of living.

One year on from the first joint Ofwat and the Consumer Council for Water Customer Spotlight survey, Ofwat also found 49% would be "concerned" if there was a £25 increase in household costs.

Looking at an even shorter timeframe, Ofwat said 33% (20%, up from 15%) more customers were struggling to pay their water bill in October compared with May 2022 when it undertook the first wave of its cost of living research. The proportion of respondents receiving financial help from water companies has gone up from 6% to 9%, but there has also been a drop from 31% to 28% in the proportion aware that financial support is available from water companies.

Ofwat reiterated its call to water companies to do all they could to help customers with bills. It added that it was progressing work on a new licence condition will require that companies deliver high standards of customer service and support for the full diversity of customer needs.