United utilities huge bill

nimnim

My Dad died last year and while the estate is being tied up we've been keeping an eye on the house and buildings (is an old farm - not working but used by local farmers for grazing cattle). We happened to be there when meter reader came out and he asked if any water was on - it was not - he said meter was turning. We reported a leak and tried to get it sorted. Bill came in for over £700 (bear in mind property is empty except for a few cows drinking from trough and a bit of domestic cleaning and the odd toilet flush).
The leak finding guys came out 3 times - first time said they'd fixed it but meter still turning - after that could not find anything, so my partner dug up the pipes and put in stop taps and eventually managed to isolate the pipe that was leaking (disused and going into an outbuilding). This was all done within 2 weeks and the guy who came out the 3rd time said if a stop tap was put in they would class it as under control and not to worry about bill put in burst claims form. When I phoned up (on numerous occasions) I was told not to worry about bill put in claim. When claim form came they said it was a commercial property so I phoned and said not commercial but domestic (I am wondering if charges are higher for commercial??) So I put in claim and they have rejected on grounds that leak was not on pipework to house, but beyond it. So I phoned and said I don't understand I was told many times to not worry about the bill that house was empty the lady I spoke to said it didn't sound right claim was rejected she would get them to look at it again. They wrote back and said they can do nothing as pipe hasn't been permanently stopped and is past the house.
Am really angry that I was misled so many times by people who are supposed to give guidance and had I been told I would have to pay bill maybe would have budgeted for it.
Is there anywhere else I can go with this or do I have to pay?

Many thanks - spleen duly vented

Cardew

Consult the Consumer Council for Water. http://www.ccwater.org.uk/

nimnim

Thanks for the reply Cardew, I'll try them

bluewire

Before CCW will act on your behalf you need to have followed the full complaints procedure.

Give their complaints team a call on 0845 309 3003.

These are not the usual call centre agents but the actual complaints and should be able to help you better.
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http://www.unitedutilities.com/documents/complaintsprocedure.pdf

Simon_UBG

I think what they are trying to say is they beleive the leak is after the first point of entry ( pipe goes into a property then goes somewhere else ).
Also I beleive the leak will need to be repaired and not just isolated to be able to claim.
Thats how it is where I work.

nimnim

Thanks Bluewire, I'll give it a go.
Thanks for the info Simon UBG - I totally understand that is what they are saying now, and had they told me that to begin with I would've made sure it was capped off. Instead the chap that came out to locate the leak the 3rd time told me if we put in a stop tap (as it was we unearthed one) it would be classed as under control and would be ok to put the claim in. They all told me not to worry about the bill, and they all knew that it is a farm. I'm not so much narked because I have to pay the bill, more because I've been given so much contradictary information by the leak locating guy and the leak helpline. It also seems to me more than a little unfair that a property which is empty and going through probate can be liable for over £700 in leaks. They suggested I claim off the insurance but I am pretty sure that they will only cover the cost of fixing the pipes (which was nothing as my partner did it), not the water useage. They also said they could offer a discount on the waste water but the property is hooked up to a septic tank so no charges are payable

macman

You need to be approved first by MSE if you wish to post on here as a Company Rep.

nimnim

@macman I'm not sure. The chap who came out to the farm was probably subcontracted but drove a UU van. The helpline was definitely UU as it was the leakline. They both gave me the same info it was just when I put the claim in. I did appeal the rejected claim but the appeal was rejected.
I still haven't paid (bill is not actually in my name so they can cry as hard as they like for the timebeing - is not like they can take my dad to court for non payment and we're still going through probate) so they can just wait

deano4930

I work for UU and this is around the area that i work in.

Personally i would advise you to contact us and firstly have the charges amended from commercial to domestic (ensure you have your council tax bill to prove that it is no longer domestic, As we check VOA also to ensure it is still not shown as comm)

and then repair the pipe, once the pipe is replaced take 2 readings from the meter over the period of a month and then send back in the BCF to ourselves along with a cover letter explaining the situation. Usually this then gets sent through to the department which deal with Stage one complaints. hopefully with the cover note along with the BCF and evidence that the leak has been repaired you should hopefully see the results your seeking.

Also call them up and ask them to place the account on hold, Just to prevent any debt action whilst the issue is sorted out.

nimnim

hi Deano4930,

Yes I've done all of that with the exception of actually capping the supply (which has since been done) I sent the council tax bill in and had it changed to domestic (as far as I know) - what is VOA?
Their point was that the leak was past the point of supply to the house - it was on a pipe going to a disused outbuilding (at the time I thought it was to the field) so they would not give any relief on the charges.
I phoned and spoke to someone when the claim was rejected and she was very sympathetic and told me to write and appeal so they would look at it again so I did, but the result was a letter saying we would have to pay because it wasn't on the supply to the house so wouldn't be classed as domestic.
Feels like they are robbing my Dad's grave

Is it worth me putting another BCF in?

Thanks v much

deano4930

nimnim wrote: »

hi Deano4930,

Yes I've done all of that with the exception of actually capping the supply (which has since been done) I sent the council tax bill in and had it changed to domestic (as far as I know) - what is VOA?
Their point was that the leak was past the point of supply to the house - it was on a pipe going to a disused outbuilding (at the time I thought it was to the field) so they would not give any relief on the charges.
I phoned and spoke to someone when the claim was rejected and she was very sympathetic and told me to write and appeal so they would look at it again so I did, but the result was a letter saying we would have to pay because it wasn't on the supply to the house so wouldn't be classed as domestic.
Feels like they are robbing my Dad's grave

Is it worth me putting another BCF in?

Thanks v much

To be honest this shouldnt have been dealt with the way it has, If you were on an account that i was dealing with I certainly wouldnt let it get this far!

VOA is used to check council tax banding, more info on http://www.voa.gov.uk/.

My advise is to fill in another BCF, send it back in along with a cover letter stating problems rec'd and any proof of the leak being repaired and obviously the two readings confirming that the consumption has returned back to (What i presume) nul.

Worse case scenario, is the account still in your fathers name?

If so then you are not obliged to take over the account, If you dont want the account transferring into your name and with the debt aswell then you dont have too. If we reject the form again, call us and open a new account, in your own name and dont promote yourself to the main account holder on your fathers account. what that will mean is that the debt on your fathers account, for the burst etc will get written off, basically cause no one would be paying it.

I feel your situation, i really do. I have had customers in the same situation as you, Where they are simply dealing with the estate and a large leak has been present, but usually their claims go through no problem. If only your account came to me!

Any further problems let me know and i'll advise you to the best i can!