Water Companies’ Bailiff Use Under Scrutiny as Debt Rises
The use of bailiffs by water companies in England and Wales to recover customer debt has come under increased scrutiny, with new data revealing significant variations in practices and a post-pandemic surge in enforcement actions. Whereas some companies haven’t employed bailiffs in a decade, others have instructed them thousands of times annually, raising concerns about the treatment of vulnerable customers.
Post-Pandemic Increase in Bailiff Referrals
Following the lifting of moratoria during the COVID-19 pandemic, the number of times water companies instructed bailiffs rose sharply. In 2022, Severn Trent instructed bailiffs 11,574 times and in 2019, Southern Water instructed them 15,707 times. Overall use of bailiffs across the industry peaked in 2023 and 2024, prompting questions from MPs about the reasons for this rapid increase [1].
Wide Disparities Among Water Companies
The Environment, Food and Rural Affairs (EFRA) Committee’s data, collected from 11 major water and sewage companies, highlights substantial differences in bailiff usage. Wessex Water has not used bailiffs in the last ten years, while Welsh Water has used them less than 1,000 times annually between 2019 and 2025 [3]. In contrast, Yorkshire Water instructed bailiffs 6,124 times in the financial year 2024-25, a significant increase from the 405 visits in 2016-17 [4].
Adjusted for population size, South West Water/Pennon, Southern Water, and Yorkshire Water were the most frequent users of bailiffs in 2025 [1].
Vulnerable Customer Policies Vary
Water companies exhibit differing approaches to protecting vulnerable customers. Northumbrian Water stated it does not use bailiffs for customers receiving means-tested benefits, while Southern Water indicated these customers are still eligible for litigation [1]. Customers on the Priority Services Register or identified as ill, disabled, or elderly are frequently exempted from litigation.
Committee Concerns and Ongoing Investigations
Alistair Carmichael, Chairman of the EFRA Committee, expressed concern over the extent of bailiff use, particularly in the context of recent cost-of-living pressures. He emphasized that legal action can cause significant stress and anxiety for individuals and families and urged companies to adopt sparing and compassionate practices [1]. The committee is currently questioning the CEOs of eight water companies regarding their financial and environmental performance, service delivery, and consumer satisfaction [2].
Industry Response
Water companies have responded by stating that enforcement action is a last resort, reserved for customers who have the ability to pay but choose not to. They also emphasize their commitment to supporting customers facing financial difficulties and working to improve services [3].