Thames Water overcharging people on water meters ?

CS_

I just finally got around to contacting Thames Water - since we moved into our flat 3 years ago the water bill has gone from around £30 per month, to £50, to £60, to £65 and now has hit over £90 per month. Some of this could be explained by us being a couple whereas the last person who lived here lived alone so would have used less water, but since we've moved in water usage has been pretty stable.. if anything less now than in 2020 during the lockdowns. I thought there must be a leak. They explained that our water usage is normal, and we're on a payment plan where we get overcharged every month in case we ever can't pay (we've never not paid bills and have a mortgage on the flat so our credit rating must be reasonably ok). There was over £218 in credit on our account, which they've overcharged us over this time, and I was asked if I wanted this refunded... yes please! I had to ask for them not to overcharge us each month, and to be put on a payment plan which pays for what we actually use. Which should come out automatically like before when each bill is due, just without the extra amounts that they were charging us. I'd like to think this kind of overcharging is illegal - wanted to let people know that if your water bills are going through the roof ask them if they've put you on a payment plan that overcharges. We certainly didn't ask for that.

MattMattMattUK

CS_ said:

I just finally got around to contacting Thames Water - since we moved into our flat 3 years ago the water bill has gone from around £30 per month, to £50, to £60, to £65 and now has hit over £90 per month. Some of this could be explained by us being a couple whereas the last person who lived here lived alone so would have used less water, but since we've moved in water usage has been pretty stable.. if anything less now than in 2020 during the lockdowns. I thought there must be a leak. They explained that our water usage is normal, and we're on a payment plan where we get overcharged every month in case we ever can't pay (we've never not paid bills and have a mortgage on the flat so our credit rating must be reasonably ok). There was over £218 in credit on our account, which they've overcharged us over this time, and I was asked if I wanted this refunded... yes please! I had to ask for them not to overcharge us each month, and to be put on a payment plan which pays for what we actually use. Which should come out automatically like before when each bill is due, just without the extra amounts that they were charging us. I'd like to think this kind of overcharging is illegal - wanted to let people know that if your water bills are going through the roof ask them if they've put you on a payment plan that overcharges. We certainly didn't ask for that.

They are not overcharging you, that is evidenced by the fact that you had a credit on your account and you were able to claim for a refund. What they are doing is not illegal. It is always wise to keep an eye on your water bills if metered, just as it is with energy when on direct debit. If you are building up a credit you can amend your DD at any time, you can do the same if you are building up a debt.

[Deleted User]

CS_ said:

I just finally got around to contacting Thames Water - since we moved into our flat 3 years ago the water bill has gone from around £30 per month, to £50, to £60, to £65 and now has hit over £90 per month. Some of this could be explained by us being a couple whereas the last person who lived here lived alone so would have used less water, but since we've moved in water usage has been pretty stable.. if anything less now than in 2020 during the lockdowns. I thought there must be a leak. They explained that our water usage is normal, and we're on a payment plan where we get overcharged every month in case we ever can't pay (we've never not paid bills and have a mortgage on the flat so our credit rating must be reasonably ok). There was over £218 in credit on our account, which they've overcharged us over this time, and I was asked if I wanted this refunded... yes please! I had to ask for them not to overcharge us each month, and to be put on a payment plan which pays for what we actually use. Which should come out automatically like before when each bill is due, just without the extra amounts that they were charging us. I'd like to think this kind of overcharging is illegal - wanted to let people know that if your water bills are going through the roof ask them if they've put you on a payment plan that overcharges. We certainly didn't ask for that.

My supplier, Severn Trent, takes any credit/debit into account at each 6 monthly review post an actual meter reading. As indicated above, monthly payments are just nothing more than payments on account from which actual charges for water used are deducted. I should add that Severn Trent always gives me the option of topping up my account to clear a debit balance or, when there is a credit, having this back as a refund.

CS_

Just to make sure I'm understanding this right.. it's normal for people to get charged 2 or 3 times their monthly usage to build up a surplus of credit, without being asked, so that the actual bill each month then gets taken from this account.. as opposed to just taking out what you owe each month from a direct debit? That's certainly a surprise to me... The bill was £27 per month three years ago, and ended up as £92 per month until we found this out, and they said our water usage is normal and has always been consistent so they weren't worried about leaks. We haven't been told that we were overpaying, let alone offered any refunds until I contacted them. I also found out from them where the water meter is, as we've never known so never checked this before, so will definitely keep an eye on it more.

BobT36

Where do you think the bonuses come from?

MattMattMattUK

BobT36 said:

Where do you think the bonuses come from?

Profits, which credits on account do not count towards as they sit on the balance wheel as a liability. 

MattMattMattUK

CS_ said:

Just to make sure I'm understanding this right.. it's normal for people to get charged 2 or 3 times their monthly usage to build up a surplus of credit, without being asked, so that the actual bill each month then gets taken from this account.. as opposed to just taking out what you owe each month from a direct debit? That's certainly a surprise to me... The bill was £27 per month three years ago, and ended up as £92 per month until we found this out, and they said our water usage is normal and has always been consistent so they weren't worried about leaks. We haven't been told that we were overpaying, let alone offered any refunds until I contacted them. I also found out from them where the water meter is, as we've never known so never checked this before, so will definitely keep an eye on it more.

It is not "normal", I have always lived in a Thames Water area, they have never increased my monthly Direct Debits ahead of usage when I have submitted meter readings at least every six months and they have lowered it when I built up a credit balance. The two people I talk about bills with (my Mum and sister) have not had theirs raised ahead of usage either,  although did seem them rise over the last two years due to being at home more to lockdowns. 

As with all metered usage supplies regular meter readings usually negate these issues. For customer accessible meters the onus is generally somewhat on the customer, less so if it is one of the meters in an access hole I the pavement, but Thames Water seem to read those themselves even during lockdowns.

If they were increasing the direct debit amount but you did not think you were using any more why did you not query it? Without meter readings how would it have been established if you were building up a credit or not?

CS_

The meter is in the pavement outside and is checked by them. I aim get access to it to double check. I want to turn off all water in our flat and check that the meter doesn't move, to make sure there are no leaks. They've assured me that they have done regular meter readings and our water usage is normal and has always been consistent. When the bill doubled to £65 it went on our list of things to do, we both work a lot and taking time out to wait on hold to Thames water during weekdays hasn't been top of the list of things to do, when it tripled to £92 I called and the above is what we were told.. they've been upping the amount of extra credit they take without consulting us which tripled the bill. All our neighbours that I've checked with have had the same, people need to call them to opt out of it and get a refund. My guess is they'll be making interest somewhere with all that extra credit they're sitting with.

QrizB

CS_ said:

The meter is in the pavement outside and is checked by them. I aim get access to it to double check.

If you log onto your account at Thames Water's website, you can submit a meter reading. They will then recalculate your bill. (At least, that's what happens when I do it!)

CS_

QrizB said:

CS_ said:

The meter is in the pavement outside and is checked by them. I aim get access to it to double check.

If you log onto your account at Thames Water's website, you can submit a meter reading. They will then recalculate your bill. (At least, that's what happens when I do it!)

Is yours under the pavement outside and do you have tips to access it please? I've had a look but not sure how to get into it, will need to try with a couple of tools to get into it. They said the meter readings are normal and they check them regularly, the extra cost was them charging an extra credit, and they kept raising this credit amount. Our bills will go down again now that I've opted out of this and asked them to only charge what we owe, not extra. I do want access to check on the meter though just to keep on top of things.

theoretica

Don't your bills show your meter readings as well as the charges they want?  So you can check if the readings do show you are using the same amount of water, just at a higher rate, or if the meter readings show more water than before.