Waterhelp : question on separate household for water bill

cass60

My husband and I live in a shared property with our son and his family ( wife and two adult children). 
The house was ours until about 4 years ago when  we  transferred it to them.
We agreed that we will pay the water bill. We do not pay rent.
We live as separate households meaning both families do own shopping cooking and cleaning ; we have separate living rooms and bathrooms.
Husband has a medical condition requiring use of a lot of water.
The water bill is approx. £2,000 per annum  or more. 
We are both on low income ie pension. 
We applied for Water Help to Thames Water 12 months ago but they will not deal with the application unless we provide copies of bank statements or income details for all six adults in the household ! The other adults do not wish to disclose income details to Thames water.
Thames Water failed to deal with the application and we go so fed up we asked for a copy of their complaints procedure-- which they've never replied to. They don't; answer emails or letters and the position appears to be they will not deal with  our application unless we provide income details for adults who are not technically part of our household.

Any ideas how to deal with this?

We are so frustrated with this situation,
The bill is phenomenally high due mainly to medical condition.
Thank you. 

QrizB

WaterHelp is for low income households. Despite your living arrangements, so far as Thames Water are concerned you are a single household and so they need evidence of your household income to decide if you qualify for WaterHelp.

Are you on means-tested benefits? Could you qualify for WaterSure instead (same web page)?

Robin9

Are you on a meter or is your bill based on Rateable Value ?

cass60

Hi

thanks for your replies, We are on a meter.

Cardew

If the property is on a single meter and the household only has one water account, I cannot see how you can be treated as other than a single property with 6 occupants.

Presumably you only pay one council tax, one gas/electricity bill.

Unless you are in completely self contained accommodation Thames Water understandably would not not agree with the statement 'they are not part of our household'.

Robin9

I suggest you come to a new arrangement with your son and familty.

QrizB

Robin9 said:

I suggest you come to a new arrangement with your son and familty.

To be fair, £2000 pa for serviced accommodation is a great deal.

pokora

Unless you divide the house and install a 2nd meter in the property you will be paying for the household water bill as they do with your energy bill.