Thames Water - Billing Mistake

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I live in a flat where there are four other properties. Last year someone from one of the other flats moved out. They are labelled as Streetname, PropertyNumber, Flat#. Last week Thames Water refunded us 9 payments of our direct debit (we are not on a water meter) and so we called them to ask what was going on. After a long 45 minute call (which we recorded and informed them was being recorded) they admitted fault and said they had closed the account when someone from one of the other flats had moved out. They initially offered £30 compensation for their mistake which was increased to £50. I now have to verify re-calculated bills and I estimate this is going to have taken up at least 2 hours of my time to fix. My wife previouly called but the previous operator hung up. I feel that through no fault of my own I have been left with a mess which I now have some kind of responsibility to fix. I also question how this sits in relation to data privacy etc and whether the compensation offered is actually enough (£50 seems a bit measly). Thoughts/Opinions? TIA

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  • [Deleted User]
    [Deleted User] Posts: 1,655 Forumite
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    1. What exactly is your financial lose? Compensation is based solely on actual loses.

    So £50 is good as you are not out of pocket. It isn't compensation as you have no lose but an ex gratia or goodwill payment.

    2. How is your data privacy breached ?

    Thames Water closed the wrong account by mistake but only you and they know any details. No data breach there.
  • Hasbeen
    Hasbeen Posts: 4,404 Forumite
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    lightmoney wrote: »
    I live in a flat where there are four other properties. Last year someone from one of the other flats moved out. They are labelled as Streetname, PropertyNumber, Flat#. Last week Thames Water refunded us 9 payments of our direct debit (we are not on a water meter) and so we called them to ask what was going on. After a long 45 minute call (which we recorded and informed them was being recorded) they admitted fault and said they had closed the account when someone from one of the other flats had moved out. They initially offered £30 compensation for their mistake which was increased to £50. I now have to verify re-calculated bills and I estimate this is going to have taken up at least 2 hours of my time to fix. My wife previouly called but the previous operator hung up. I feel that through no fault of my own I have been left with a mess which I now have some kind of responsibility to fix. I also question how this sits in relation to data privacy etc and whether the compensation offered is actually enough (£50 seems a bit measly). Thoughts/Opinions? TIA

    £50 is great as a good will payment especially when they really do not have to give you anything. I would take it and send them back the 9 payments.


    Then no time spent on calculations and no data breach.
    The world is not ruined by the wickedness of the wicked, but by the weakness of the good. Napoleon
  • Cardew
    Cardew Posts: 29,038 Forumite
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    Welcome to the forum.


    As the others state, you have not suffered a loss and a £50 goodwill payment is generous.


    It is a well established principle that you do not get compensation for time spent sorting out errors. In any case 2 hours? It should take 5 minutes.
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