Thames Water WaterSure+ Application criteria process -one to watch?

Red08

Submitted application to Thames Water

Received very vague grammatically incorrect letter back refusing my application on unclear grounds.. and i quote:

"based on your current circumstances you don't qualify for help from these tariffs as your Thames Water bill does not account for 3% of your household income. / as you don't receive any of the qualifying benefits."

Upon telephoning the "dedicated Watersure helpline" I find myself in bog standard Thames Water customer services call centre.. (unsurprisingly)

Agent unable to tell me on which merits application was refused due to "data protection" other than my household income was 2.6% not the qualifying 3% needed.. :rotfl:

Apparently there is no appeals recourse, nor ability of Thames Water to pursue their own WaterSure department to identify my questions raised;

1. What benefits are used in household income assessment (as we know DLA should be exempted but so many forget to do so)
2. Was the submitted evidence sufficient proof of benefit/illness (I was told on so called dedicated helpline a bank statement detailing named benefit income was sufficient in place of actual receipt letters)
3. Is household expenditure accountable in assessment? Is it a generic figure used from a stat? and/or if so/not why is this not assessed on a case to case merit basis considering the varying medical needs & impacting household costs of those who would apply to this scheme.

Further to the above I received very generic advise in the end of the letter to curb my water usage via means of a water meter and taking showers not baths... which in my case is irrelevant as im already on the assessed rate :T

Customer Service advised me to reapply... :mad:

Am now in complaints process :j

Will keep you posted on outcome as I'm sure someone somewhere has qualified and been denied through poor administration/transparency on these new application forms..

If you've applied recently I'm interested to hear your feedback... if any different?
Or if like me you want some help to challenge.. theirs power in numbers! Get in touch

deanos

as far as im aware you cant have watercare unless a meter is fitted, i presume you are on an assessed rate because you cant have a meter fitted ?

Red08

Quote off Thames Water Website:

http://www.thameswater.co.uk/your-account/17801.htm

Watersure plus is a new thing...

"1. Do you, or anyone in your household, currently receive any of the following benefits / tax credits?
Child Tax Credit (you must receive more than the family element)
Housing Benefit
Income-based Jobseeker's Allowance
Income Support
Pension Credit
Working Tax Credit
Universal Credit
2. Does your water and sewerage bill total more than 3% of your overall household income, once tax and National Insurance have been deducted?
How to work it out: Total bill / total income x 100.
Please include income for everyone living at your address, even if they aren't named on the bill."

See my point about TW not being clear..

matelodave

Looks clear enough to me, is your water bill greater than 3% of your total household income, so if your kids do a paper round it should be included as income into the household. Doesn't say anything about ignoring DLA as that is still part of your income even though it may not count towards certain government paid benefits - TW can include it if they want to. The application form looks quite clear as well, you put in all your income and they can then work it out.
TW is a private company and if they are prepared to give special rates to some then they can decide their own criteria.