Complaint compensation added to water account

nickyohana

I have been given £80 as part of an ongoing complaint (Thames water did not respond to my email queries for over a year). I pay for my water by Direct Debit and they have added this refund to my account rather than issuing a cheque. I have asked multiple times for a cheque to be sent as I have a new co-tenant (who has sent a letter of authorization to add her name to the water account, it hasn't yet been actioned) and I don't think it's fair that she receives cheaper bills when I was chasing Thames Water for a long time before she moved in.

I am also thinking of using my break clause which means I will not use all of this £80 but I imagine the refund cheque will come in joint names once the new tenant is added to the account. My question is- can Thames Water refund complaint compensation to the account even when I am requesting a cheque? Should I be taking this further or am I wasting my time?

Thank you for your help!

Cardew

Welcome to the forum.

I doubt your query is covered in the regulations so I suggest you ask the Consumer Council for Water

https://www.ccwater.org.uk/

anniecave

How do you pay for your water? How do you and the co-tenant organise paying bills between you? Between those 2 things there must be the option for the other tenant to pay a different amount toward a water bill (or a shared account) than you pay.

This would be similar to for example having a shared telephone bill where you are paying for your own calls each.