Don't know what to do - waiting for water meter to be activated for over a year now...

wallofbeans

Hi All,

I'm hoping someone can advise on what I should do next. This situtation is driving me insane. Apologies for the long post, but here's the story so far:

I first applied to get a water meter with Thames Water on 28th February 2021 - a month after I moved into this house. At that point I was told it would I hear something within 14 days. I waited 14 days and then contacted them via chat and was told to wait some more.

I waited another two weeks and still heard nothing so, not being able to get through on the phone, I chased via Twitter on 24th March 2021 and got told that "your area is under Progressive Metering Program, where our engineer will visit and fix the water meter at your premises." They went on to say that "it takes 50 calendar days and due to this pandemic situation it's taking a bit longer. Please be assured that the meter will be fixed at the premise as soon as possible."

So, I waited some more. Then went back to them on 28th May 2021, asking for an update. I got a reply from someone telling me that "the request is already placed regarding the meter and the team is already working on it and you will receive an update from the respective team once the meter is activated".

I pushed them for more specifcs, and at last got a response from someone helpful who said they would look into it. She then came back to me on 1st June 2021 saying "I've had a response from our Metering team who've advised 3 jobs were open for the meter investigation at your property but 2 have been closed down due to us having no access at the time. They've confirmed you're in our Progressive Metering Programme (PMP) area which is where a smart meter will be fitted at your property, but I wouldn't be able to advise when. The team have offered to give you a call if you'd like to discuss this further?"

I asked what it meant that "two jobs had been closed down" as I had yet to offered any days or times for a meter to be fitted? They said the "Metering Team" would call me.

I never got a call or an email. And on the 9th July I went back to Twitter to ask what was going on. The same person figured out that "they tried calling a number on their system, but seems like this was related to a previous occupier which would explain why you never heard anything." 

And that's why the jobs were cancelled - they were calling the wrong number.

She then organised for a meter fitting appointment to happen. This was booked for 22nd July 2021.

Someone came on that date as planned. But they couldn't find the ‘stop valve’ so left saying a water meter couldn't be fitted. I looked for the valve after they left, finding it behind the sink, where he had looked but clearly hadn’t seen it. I immediately called Thames Water to ask if he could come back, but apparently that wasn't possible (even though this was less than 10 minutes after he left) and another appointment had to be booked. This was made for 7th September 2021.

On the 7th September 2021 the water meter was fitted. This was six months after I had asked for this to happen.

Almost two months later, I asked for an update on 29th October as the cost of my bill hadn't changed. I live on my own and am currently paying the standard rates, and this should have drastically reduced with the water meter now fitted. I got no response.

I was told that it was "in process" and that they were running "a series of tests to check it's working correctly, and check there are no leaks or problems. And you will receive the updated bill so that if you have any credit amount automatically it will be adjustable to your upcoming bills. and once it got fixed and activated you will receive the confirmation letter and updated bills."

I've been getting similar or idential respones ever since, and cannot get anyone to look into it further or ever call, email or write to me about it.  All I get is things like "Upon checking your account, I see that there is a meter installation is in progress and once your meter gets installed we will send you an updated bill and if there will be any overpayments made we will credit your account with the amount." and that "I see that your meter is not yet activated to your property we're testing your meter once the meter gets activated then you will a confirmation for your meter and also you will receive updated bill." and "Rest assured, once we completed the tests for your meter activation we will update you accordingly."

I've also had a lot of "our team will reach out with an update" but never here anything more until I chase them again. 

I spoke to someone via chat on 14th April, getting the exact same things - your meter is not yet activated, tests are in progress, you'll hear from our team. I pushed them for more answers, and they said they would "raise a request" and gave me a reference number. 

I also wrote to them via letter and email, with all this information that same day. But I've still heard nothing.

I checked in again today, and got the same responses. And I don't know what to do. Trying to get them to respond or deal with this isn't working. Something has clearly gone wrong but they won't acknowledge or deal with it. I really am sick of going round in circles with them.

Can any advise on what my next move should be? 

Thank you.

flashg67

you might need to have raised a formal complaint first but the next step would appear to be these  - https://www.ccwater.org.uk/make-a-complaint/
Then finally OFWAT if CCwater don't sort you out

wallofbeans

flashg67 said:

you might need to have raised a formal complaint first but the next step would appear to be these  - https://www.ccwater.org.uk/make-a-complaint/
Then finally OFWAT if CCwater don't sort you out

Thank you. I have already sent them a letter asking them to sort this out. So I assume that counts as my first formal complaint. That to ccwater.org.uk you sent says to write to them again if you don't get a resolution within ten working days, so I'll do that today. And then go back to the link and hopefully get their help.

Thank you again for that. I didn't know there was specifc help like this out there. I've been going a bit crazy over this and it's made me feel better just knowing that there is help available. 

wallofbeans

Just to note: It says on the Thames Water site that they will respond to a written letter within 10 working days. It says the same about an email. And I sent both on 14th April and haven't had a reply to either. 

Chloe_G

Have they sorted it out now? ??  What appalling service.

Robin9

@wallofbeans 

Time now to complain to

- https://www.ccwater.org.uk/make-a-complaint/     as was suggested earlier

wallofbeans

Hi All,

I went through 'CCWater' as suggested. They got back to me recently saying they had written to Thames Water, and suddenly TW called me at the end of last week. I am away though so haven't spoken to them yet - am calling back this week.

Amazing that I can go from being completely ignored to sudden contact once somebody else is involved. I'll update once I speak to them!

Robin9

Thank you for the update 

Can you read the meter before you ring them ?

wallofbeans

Robin9 said:

Thank you for the update 

Can you read the meter before you ring them ?

I can do when I am home. The water meter they installed (but haven't yet activated) is under the sink so easy enough to access. Any particular reason why you're suggesting I do that?

Robin9

Then they can accurately bill you  for the usage to date and also determine a DD

wallofbeans

Robin9 said:

Then they can accurately bill you  for the usage to date and also determine a DD

Good idea. I have sent them a photo of it before when requested via Twitter. And yet they have still not acknowledged the water meter even exists.