Yorkshire water - automated meter problem

cheekychipmunk

Hello. My elderly mother-in law had a new water meter fitted by Yorkshire water last year - one of the new 'automated readings' types. Anyway, soon after, she received a quarterly bill saying she had nothing to pay and assumed she had overpaid on previous bills. Then a second quarterly bill came with the same - no water usage charges, but a small amount for standing charges. She thought this was odd and rang to see what was going on. After checking the account, she was told that the meter must have been fitted incorrectly (tilted) so that when the meter readings are taken with the automated equipment, it was reading as zero usage (for two readings covering a 6 month period). She received no apology and has been told that someone will come to do a manual reading and she should expect a large bill of around £150 shortly.

As this is an error on the part of Yorkshire water, does she have any come back on this? Would be interested to hear if anyone has had similar problems.

Gothicfairy

No come back but she can claim £20 for their error in billing.

They should offer a payment plan and she could always look at the trustrfund if she can't manage the payments or amount but they have the right to back bill even if it is their fault.

cheekychipmunk

Gothicfairy wrote: »

No come back but she can claim £20 for their error in billing.

They should offer a payment plan and she could always look at the trustrfund if she can't manage the payments or amount but they have the right to back bill even if it is their fault.

Thanks for this! Was thinking she would be responsible for the bill, but didn't know about the £20 claim and I was hoping they would suggest a payment plan. She is very cross as they were not in the slightest bit apologetic when she rang to query the bills!

Gothicfairy

She should get a payment plan no problems and she needs to write ( or you do) to complaints and ask for a gesture of goodwill based on OFWAT guidelines re billing errors etc and also put forward your case as they might just reduce the bill some what..They might not but gotta be worth a go.
Also from a written complaint they have 10 working days to get back to you or you can claim again ( think it is another 20 quid but it might be a tenner..even so better then a kick in the teeth)


Good luck and do let us know how you get on as I am sure others will be in your mother in laws situation in the future and it might just help others.

deanos

Has she actually had a look at the meter to see the reading ?

They still have a digital display on them, the meters work in any position or should do anyway

cheekychipmunk

deanos wrote: »

Has she actually had a look at the meter to see the reading ?

They still have a digital display on them, the meters work in any position or should do anyway

Hi. Not doubting that's it's working and the customer service person told her that if it was tilted, it may not be detected properly by the automated equipment. She hasn't checked it as she is 75, has osteoporosis and it would involve lifting a large cover in the shared courtyard and kneeling down on the floor to have a look!!! We live a long distance away so can't help at the moment.

deanos

Sorry it sounded like it was an internal with the word "tilted" being mentioed

cheekychipmunk

No worries - appreciate any responses trying to help!

meer53

My meter and the automated reading device is tilited, it's under my sink. Still receiving my bills ok.