Overestimated bill help? And do I have a right to know when water meter was read?

Dobbie16

We have been living in a rented property for 1 year. On move-in day, we were given meter readings for gas and electric, but not water. We asked where the meter was and the letting agent did not know, we looked in all the usual places and also couldn't find it (In hindsight this is where we should have made a bigger fuss, but we called the water company and expected them to advise us on what to do next). Upon calling Northumbrian Water, we were told not to worry, they had a reading from the last tenants, and since then we have been receiving and paying estimated quarterly bills.

A few weeks ago, a meter reader from Northumbrian Water turned up and I allowed him in, explaining I didn't know where the meter was. He informed me his records showed it would be under the sink (I assured him it wasn't as we had checked there). After looking under the sink and not finding it, he said he would need to speak to his supervisor before calling back - I told him I would be in all that week and he assured me he would leave a card later that day with which day and time he would be coming. He did not leave a card, nor did he call again. I must add here that in conversation with the meter reader that day, he told me "It's really important we get a meter reading as we are supposed to read it every 2 years and it has been longer than that at this property".

This week we received a letter requesting we provide a meter reading ourselves. We eventually located the meter behind the dishwasher, hidden behind a pipe. Comparing to our bills, I immediately knew we had a problem - the meter is reading 230 cubic metres above the estimated reading :exclamati.

I called Northumbrian Water and this is where the customer service was really shocking. The advisor immediately knew that meter reading was very high (2 of us living at the property, my partner is rarely in and I shower at the gym) and asked me to check it again, which I did, and asked me to do a leak test over the weekend.

He then mentioned "we will put this bill (£435) on hold for you". I asked what he meant by this, and he kept repeating "don't worry, just do the leak test". Obviously I was not happy with this and kept pressing for what would happen if there is not a leak (I now know there is not) and was told "we will be able to split the payments for you so it's not like you will have to pay it all at once". I explained that there is no way we have used that much water ON TOP of what we have already been paying in the space of the 1 year we have lived here, and that the problem was with the original reading when we moved in also being estimated. He then said, "don't worry, we will work out what the average use for 2 people would be during that timeframe" (surely that's what I've already been paying for?!) but I was happier with that. Before ending the phone call he arranged to call me back Monday for me to give the results of the leak test and said "if there's no leak, obviously the meter reading is correct, and we will work things out from there". Again, I asked what this meant and EVENTUALLY got him to admit that we would in fact be billed for the £435, but "don't worry, it's on hold for a week".

I asked how we could possibly be billed when:
a) That's ludicrous for 2 people :eek:
b) All meter readings since we moved in have been estimated so it's impossible to know whether it was us or the previous tenants that have overused (It's probably cumulative over years or inaccurate reads from the last tenants)
c) Their meter reader did not manage to find the meter and take the reading, and did not keep his word to come back and read it
d) Their meter reader confirmed it had been more than 2 years since the last official read

His response was that "regardless of whether the meter reading is estimated, you have definitely used that water since we last read your meter". I asked him to give me the exact date when the meter was last read and after a while, he came back to me with our move-in date! I assured him that my partner and I had both sets of keys that day, and we categorically did not allow anybody in to read the meter, and nor did we call ourselves until a couple of days later. After a lot more arguing, he conceded "We are not convinced the meter reading from that date is in fact a real read". Also, he confirmed that their records indicated the meter is under the sink; if they read did when they claimed, they would know where it is :huh:

They are calling me back to confirm there is no leak tomorrow. If anyone could advise on the following, it would be very helpful:

1. Are we obliged to pay the £435 in this situation?
2. Am I legally entitled to record the phone call?
3. Are they legally obliged to share upon request precise information on dates their staff have read the meter?
4. Have they broken the law by failing to read the meter in so long? (I work from home and have not received any other calls or cards other than the occasion I've described)
5. Has the customer advisor broken any codes of conduct, given that he lied in the middle of the conversation to get me off the phone, and also insisted that the initial meter reading the day we moved in was taken by their staff which is impossible/also a lie :mad:
6. Have we done anything wrong?
7. Any other advice welcome!!!

Sorry for such a long post - I'm trying to give as much detail as possible. Thanks so much for any advice in advance :T!

Cardew

Welcome to the forum.


It is pretty obvious that you are paying for the previous tenant's consumption.


That being the case, the first person to blame is the letting agent(LA) as he clearly did not get a end meter reading for the previous occupant, and an opening reading for yourself.


As you say, you should have made a fuss when the LA couldn't locate the meter. However knowing LAs you will get little joy initially in trying to get compensation from them.


As far as I am aware there is no legal requirement to read water meters every two years(as there is for gas meters).


Your situation(paying for previous occupants consumption of water/gas/electricity) is frequently reported on MSE.


The failure of a meter reader to call over the last year would have only brought the matter to light earlier; not solved the issue. It is also pertinent that you didn't challenge any estimated reading.


The water company's position is that they need to be paid for the water used; albeit it is implausible that you have used the water.


I would suggest that you phone the Consumer Council for Water - http://www.ccwater.org.uk/ tomorrow and get them to intervene on your behalf. They are very good and their intervention very often achieves results.


Failing that I would take the LA to the Small Claims court.