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Customers will receive £114m off their water bills next year as the regulator has said water companies fell short of standards.

The majority of water and wastewater companies in England and Wales underperformed, Ofwat said as part of its water company performance report.

As a result, all but five of the 17 utility providers will have to give back money to customers. The others can increase prices.

Water firms were classed as leading, average or lagging in categories including pollution incidents, customer service and leakage. No company was ranked as leading.

Seven are categorised as lagging in the 2022-2023 targets: Anglian Water, Dŵr Cymru, Southern Water, Thames Water, Yorkshire Water, Bristol Water and South East Water.

A further ten companies are listed as average.

Companies that have to give back money to customers are:

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• Affinity Water
• Anglian Water
• Dŵr Cymru
• Hafren Dyfrdwy
• Northumbrian Water
• SES Water
• South East Water
• South West Water (South West area)
• South West Water (Bristol area)
• Southern Water
• Thames Water
• Yorkshire Water

Firms that have performed sufficiently and can charge more are:
• Portsmouth Water
• Severn Trent Water
• South Staffs Water
• United Utilities
• Wessex Water

The greatest amount, more than £100m, will be paid back to customers of Thames Water, the utility which supplies one in four people in Britain with water.

It’s followed by Dŵr Cymru and Anglian Water who have to return £24m and £23.4m to their bill payers, respectively.

Improvements have been made in areas since 2020, Ofwat said, such as leakage and internal sewer flooding, but progress has been “too slow”. Last year all but one company achieved the performance level for unplanned water outages.

It follows an apology from water and sewage firms in England for “not acting quickly enough” on spills. In May they vowed to spend £10bn to fix the problem.

During the 2022 to 2023 year less than half of water companies met targets on reducing pollution and leakages, Ofwat said on Tuesday.

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Liberal Democrat research shows 10 water companies paid no tax in the last financial year – equal to a £100m tax cut.

Over the past year there was also a decline in customer satisfaction, it added.

At the same time, Ofwat said, companies had not fully invested service enhancement funding.

While it’s good news for bill payers, the regulator said it is not good news overall.

“It is very disappointing news for all who want to see the sector do better”, Ofwat chief executive, David Black said.

“It is not going to be easy for companies to regain public trust, but they have to start with better service for customers and the environment.”

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Housing secretary Michael Gove is planning a major change to rules on waterway pollution in a bid to boost home building in England.

Thames Water pleaded guilty to four charges related to illegally discharging waste and in July was fined more than £3m for polluting rivers.

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Ofwat could be scrapped in water reforms

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Ofwat could be scrapped in water reforms

An independent review of the water industry is to recommend sweeping changes to the way the sector is managed, including the potential replacement of Ofwat with a strengthened body combining economic and environmental regulation.

Former Bank of England governor Sir Jon Cunliffe will publish the findings of the Independent Water Commission on Monday, with stakeholders across the industry expecting significant changes to regulation to be at its heart.

The existing regulator Ofwat has been under fire from all sides in recent years amid rising public anger at levels of pollution and the financial management of water companies.

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Campaigners and politicians have accused Ofwat of failing to hold water operators to account, while the companies complain that its focus on keeping bills down has prevented appropriate investment in infrastructure.

In an interim report, published in June, Sir Jon identified the presence of multiple regulators with overlapping responsibilities as a key issue facing the industry.

While Ofwat is the economic regulator, the Environment Agency has responsibility for setting pollution standards, alongside the Drinking Water Inspectorate.

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Sir Jon’s final report is expected to include a recommendation that the government consider a new regulator that combines Ofwat’s economic regulatory powers with the water-facing responsibilities currently managed by the EA.

In his interim report, Sir Jon said options for reform ranged from “rationalising” existing regulation to “fundamental, structural options for integrating regulatory remits and functions”.

He is understood to have discussed the implications of fundamental reform with senior figures in industry and government in the last week as he finalised his report.

Environment Secretary Steve Reed is expected to launch a consultation on the proposals following publication of the commission report.

The commission is also expected to recommend a “major shift” in the model of economic regulation, which currently relies on econometric modelling, to a supervisory approach that takes more account of individual company circumstances.

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How water can teach Labour a much-needed lesson


Liz Bates

Liz Bates

Political correspondent

@wizbates

On Monday, the government’s long-awaited review into the UK’s water industry will finally report.

The expectation is that it will recommend sweeping changes – including the abolition of the regulator, Ofwat.

But frustrated customers of the water companies could rightly complain that the process of taking on this failing sector and its regulator has been slow and ineffective.

They may be forgiven for going further and suggesting that how Labour has dealt with water is symbolic of their inability to make an impact across many areas of public life, leaving many of their voters disappointed.

This is an industry that has been visibly and rapidly declining for decades, with the illegal sewage dumping and rotting pipes in stark contrast with the vast salaries and bonuses paid out to their executives.

It doesn’t take a review to see what’s gone wrong. Most informed members of the public could explain what has happened in a matter of minutes.

And yet, despite 14 years in opposition with plenty of time to put together a radical plan, a review is exactly what the government decided on before taking on Ofwat.

Month after month, they were asked if they believed the water industry regulator was fit for purpose despite the obvious disintegration on their watch. Every time the answer was ‘yes’.

As in so many areas of government, Labour, instead of acting, needed someone else to make the decision for them, meaning that it has taken over a year to come to the simple conclusion that the regulator is in fact, not fit for purpose.

As they enter their second year in office, maybe this can provide a lesson they desperately need to learn if they want to turn around their fortunes.

That bold decisions do not require months of review, endless consultations, or outside experts to endlessly analyse the problem.

They just need to get on with it. Voters will thank them.

Sir Jon has said the water industry requires long-term strategic planning and stability in order to make it attractive to “low-risk, low-return investors”.

The water industry has long complained that the current model, in which companies are benchmarked against a notional model operator, and penalised for failing to hit financial and environmental standards, risks a “doom loop”.

Thames Water, currently battling to complete an equity process to avoid falling into special administration, has said the imposition of huge fines for failing to meet pollution standards is one of the reasons it is in financial distress.

Publication of the Independent Commission report comes after the Environment Agency published figures showing that serious pollution incidents increased by 60% in 2024, and as Thames Water imposes a hosepipe ban on 15m customers.

Ofwat, Water UK and the Department for the Environment all declined to comment.

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Post Office Capture IT system conviction referred to Court of Appeal for first time

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Post Office Capture IT system conviction referred to Court of Appeal for first time

The first Post Office Capture conviction is to be sent to the Court of Appeal, Sky News understands, in a “breakthrough” moment in the IT scandal.

The Criminal Cases Review Commission (CCRC) has decided to refer the case of sub-postmistress Patricia Owen, who was convicted in 1998 of theft.

Mrs Owen was found guilty by a jury based on evidence from the faulty IT software Capture, which was used in 2,500 branches between 1992 and 1999, before the Horizon Post Office scandal.

Pat Owen and husband David
Screengrabs from Adele Robinson i/vs with case study. Family of Pat Owen from Kent who was convicted of 1998 from stealing from her post office branch. Now the Capture IT system is suspected of adding errors to the accounts. 
Source P 175500FR POST OFFICE CAPTURE CASES ROBINSON 0600 VT V2 JJ1
Image:
Pat Owen, pictured here with her husband David, always maintained her innocence but died in 2003 with a criminal record

Pat Owen always maintained her innocence but died in 2003 with a criminal record before the wider Post Office scandal came to light.

It comes after Sky News revealed that a damning report into Capture, which could help overturn criminal convictions, had been unearthed after nearly 30 years.

The decision to refer the first-ever Capture case to the Court of Appeal has been made on the grounds that Mrs Owen’s prosecution was an “abuse of process”.

The development has been described by victims’ lawyer Neil Hudgell as “hugely pivotal”.

“The Court of Appeal don’t receive that many referrals that start at the CCRC, and most get turned away, so it’s a very high bar to even get cases from the CCRC to the Court of Appeal…”

“I think it will be a real shot in the arm to all the other Capture victims who are waiting for their cases to be determined by the CCRC.”

Mr Hudgell described the report found earlier this year – written by computer experts in 1998 and highly critical of Capture – as “significantly tipping the balance”.

Screengrabs from Adele Robinson i/v with lawyer for victims of the Capture IT system, Neil Hudgell from Hudgell Solicitors
Source P 175500FR POST OFFICE CAPTURE CASES ROBINSON 0600 VT V2 JJ1
Image:
Lawyer Neil Hudgell says development is ‘hugely pivotal’

Sky News found that the Post Office knew about the report at the time and continued to prosecute sub-postmasters based on Capture evidence.

Pat Owen always maintained her innocence but died in 2003 with a criminal record before the wider Post Office scandal came to light.

Her daughter Juliet Shardlow said she cried when she heard the news that her mother’s case would be referred to the Court of Appeal.

“I feel angry that she is not here because she died before her time… we will be there – we will be sitting there in that front row.

“I can’t put it into words because it’s still all a shock that we are where we are and that later this year, or next year, we might have what we set out to get… justice for her.”

Juliet Shardlow whose mother sub-postmistress Patricia Owen who was convicted in 1998 of theft
Image:
Juliet Shardlow is seeking justice for her mother

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The CCRC is currently investigating 30 cases potentially related to the Capture software system.

Twenty-seven of those cases are now assigned to case review managers and under “active review”, with a further three cases in the preparatory stages.

The CCRC has described a “challenge” over determining “whether cases involved the use of Capture at the time of the alleged offences”.

In a letter written to Liam Byrne, chair of the Business and Trade Committee, and seen by Sky News, it said that information the Post Office has provided “does not, in most cases, show whether it was installed and in operation at the time of the alleged offending”.

It also mentioned that the Post Office is reviewing “a significant amount of data which may contain further information”.

A Post Office spokesperson said: “While it is not appropriate for us to comment on specific cases, we have been very concerned about the reported problems relating to the use of the Capture software, and we are sincerely sorry for past failings that have caused suffering to postmasters.

“We are determined that past wrongs are put right and continue to support the government’s work in this area as well as fully co-operate with the Criminal Cases Review Commission.”

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Serious water pollution incidents in England up 60% last year – with three companies blamed for most

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Serious water pollution incidents in England up 60% last year - with three companies blamed for most

The number of most serious water pollution incidents rose by 60% last year, according to data covering England, with three companies responsible for the bulk of them.

The Environment Agency (EA) – under fire for its own oversight of water firms’ pollution performance – said that more than 80% of the 75 instances of pollution in its two most serious categories were the responsibility of Thames Water (33), Southern Water (15) and Yorkshire Water (13).

But the body added it had found “consistently poor performance” across all nine water and wastewater firms in the country – a similar summary to that of 2023.

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According to the report, reasons behind the 2024 results included persistent underinvestment in new infrastructure, poor asset maintenance, and reduced resilience due to the impacts of climate change.

The period was dominated by spells of intense rainfall, which overwhelmed storm overflows and resulted in sewage discharges.

The EA reported 2,801 pollution incidents in total during 2024 – a hike of almost a third.

Thames Water, which has almost 16 million households on its books and is struggling to shore up its very future, was fined a record £105m by the regulator Ofwat in May for breaching wastewater rules.

Fast-forward to 2025 and England is experiencing its driest start to the year since 1976.

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Drought in England explained

Hosepipe bans are expanding as drought conditions are declared.

The data was released as a committee of MPs called for regulation of water companies to face a “complete overhaul” amid a lack of public trust and anger over surging bills to pay for long overdue infrastructure improvements.

The Public Accounts Committee said that Ofwat and the EA had failed to secure industry compliance and warned that even the high bill settlements to 2030 would only result in 44% of sewage overflows being overhauled.

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‘Paddle-out’ protest against water pollution

The Independent Water Commission, established by the government last year and led by former Bank of England deputy governor Sir Jon Cunliffe, is due to make final recommendations on the regulatory framework next week.

He warned when the interim report was published last month: “There is no simple, single change, no matter how radical, that will deliver the fundamental reset that is needed for the water sector.”

Alan Lovell, the EA’s chair, said: “This report demonstrates continued systemic failure by some companies to meet their environmental targets.

“The water industry must act urgently to prevent pollution from occurring and to respond rapidly when it does.

“We have made significant changes to tighten our regulation of the water industry and ensure companies are held to account.

“With a dedicated larger workforce and increased funding, our officers are uncovering and acting on failures to comply with environmental law.”

A spokesperson for industry group Water UK responded: “While there have been some improvements it is clear that the performance of some companies is not good enough. The Environment Agency is right to highlight underinvestment in infrastructure and maintenance as the major causes of these results.

“Investment in the sector has been suppressed with Ofwat prioritising short -term cuts to people’s water bills over the long-term resilience of the network. This is finally being put right, with a record £104bn investment over the next 5-years to secure our water supplies, support economic growth and end sewage entering our rivers and seas.

“However, fundamental change to regulation is also needed. We hope that the recommendations of the Independent Water Commission next week will ensure the sector continues to get the investment it needs to drive down pollution incidents.”

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