Haven't had a bill in 20 months.

Hi all, 

Can someone please give me some advise?

I moved into a new build house Jan 2021. The first thing I did was contact all the utility companies to set up direct debits. All good until I contacted Thames Water and I was told my house didn't exist. I was told to call back in a few weeks which I did only to be told the same thing. I then rang back every week for 6 months and was given all sorts of excuses why they couldn't find my account. By this time we were well into Covid lockdown and I couldn't even get hold of anyone so I just stopped ringing. I contacted the house developer and they sent me a copy of the email with the meter reading, that they sent Thames Water on our exchange date, so there is a record of us moving in. 
I'll be honest I have stuck my head in the sand a bit, which I now regret. I also regret not contacting Thames Water by email as I don't have a paper trail.
I'm now worried I'm going to get hit with a massive bill. 
I am going to contact them again soon but I need to know what my rights are in regards of a fair way to pay off the last 20 months. Do I have any rights??
Can anyone give me any advise Please?

Many thanks in advance,



  • Robin9
    Robin9 Posts: 12,142 Forumite
    First Post First Anniversary Name Dropper
    Before you ring them read your meter.  Then Thames will be able to tell you how much you owe - ask for a payment plan.   Hopefully you've been putting aside some money ready.

    I f they still don't recognize your property tell them you will be making a complaint. If that doesn't bring a result put the complaint in writing

    Never pay on an estimated bill
  • Cardew
    Cardew Posts: 29,041 Forumite
    Name Dropper First Anniversary First Post Rampant Recycler
    You should have no difficulty in getting a payment plan.

    I suggest, if you do not get any satisfaction from Thames Water, that you contact the Consumer Council for Water http://www.ccwater.org.uk/

  • Tombyrne500
    Thanks guys, really appreciate your advice 👍
  • BeerSavesMoney
    Have you tried giving them the meter serial number or sending them a photo of it to see if they can locate you that way?
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