Incorrect meter assigned by Thames Water

samfrost93

Hello there, we moved into our flat three years ago and signed up to Thames Water. We gave them our address and they assigned us the water meter for the flat. Recently, we had a water bill double our usual. We asked Thames Water to check if the meter was faulty, they came out (apparently) and decided it wasn't. I did a bit of checking and realise the meter isn't ours - I turned it off and the water kept running into the property. Turns out we've been paying for upstairs and vice versa. Thames Water came out and I spoke to the engineer who confirmed this. However, we're now having the worst time trying to get the customer service to understand that! A couple of weeks have passed and Thames Water is now threatening credit score impacts and debt collectors for the money we owe. What is the best next step here? Every time we call it's a struggle to get the agent to understand our issue!

Robin9

Go over Customer Service heads.

Don't phone -   A letter headed COMPLAINT and give details

wild666

I had a similar experience in the 80's with gas and electric I was paying for another persons bills. Until I threatened the company with court they did very little but soon refunded hundreds of pounds when they thought it would end in court. 

Cardew

Contact the Consumer Council for Water https://www.ccwater.org.uk/

sebtomato

Cardew said:

Contact the Consumer Council for Water https://www.ccwater.org.uk/

I had to deal with Thames Water recently and it was absolutely dreadful. Their call centre staff and people on chat are useless, not trained and making stuff up as they go.

I ended up doing an escalation through OFWAT. It took them some time (couple of months), but then I was assigned some escalation contact at Thames Water, based in the UK, actively chasing actions and providing a weekly update and phone calls.