Thames Water, exceptional bill for unusual usage

Mooklaa

I have received my bill from Thames Water, which I checked as my direct debit increased from £20 per month to £81 per month.

I've gone back over the past few years to check my water bills and they are as below.

Feb - Aug 2020	Actual	1410	1454	Actual	44
Aug-Feb 21	Actual	1454	1482	Actual	28
Feb to Aug 21	Actual	1482	1507	Actual	25
Aug 21 - Feb 22	Actual	1507	1533	Est	26
Feb 22 - Aug 22Est		1533	1778	Actual	245
Aug 22 - Feb 23	Actual	1778	1826	Actual	48

Apologies if this is unclear but the bills are worked out in 6 monthly periods, are mostly based on actual readings that I presume are taken by Thames Water.

As you can see, my usage for the previous time period was far far lower.   August 2020 - 2021 I used 53 units, from August 21 to August 22 it shows I have used 271.  There have been no changes in my household (one person actually left so in theory should be using less) that would impact the water usage in this way.  I have spent an hour on the phone this morning to someone who has told me that because the increase doesn't seem to have continued that it appears there is no leak.  

What can I do to dispute this? I have written to them to express the above, but I had a similar situation many years ago with them and ended up paying as I couldn't prove I hadn't used the water - despite me not owning a swimming pool or even a paddling pool or anything else that might explain usage like this.

Thank you

MattMattMattUK

Mooklaa said:

I have received my bill from Thames Water, which I checked as my direct debit increased from £20 per month to £81 per month.

I've gone back over the past few years to check my water bills and they are as below.

Feb - Aug 2020	Actual	1410	1454	Actual	44
Aug-Feb 21	Actual	1454	1482	Actual	28
Feb to Aug 21	Actual	1482	1507	Actual	25
Aug 21 - Feb 22	Actual	1507	1533	Est	26
Feb 22 - Aug 22Est		1533	1778	Actual	245
Aug 22 - Feb 23	Actual	1778	1826	Actual	48

Apologies if this is unclear but the bills are worked out in 6 monthly periods, are mostly based on actual readings that I presume are taken by Thames Water.

As you can see, my usage for the previous time period was far far lower.   August 2020 - 2021 I used 53 units, from August 21 to August 22 it shows I have used 271.  There have been no changes in my household (one person actually left so in theory should be using less) that would impact the water usage in this way.  I have spent an hour on the phone this morning to someone who has told me that because the increase doesn't seem to have continued that it appears there is no leak.  

What can I do to dispute this? I have written to them to express the above, but I had a similar situation many years ago with them and ended up paying as I couldn't prove I hadn't used the water - despite me not owning a swimming pool or even a paddling pool or anything else that might explain usage like this.

Thank you

First you need to check the meter reading to make sure that the current actual is correct, if it is then there is probably not a lot to dispute.

Mooklaa

I mean.  No. I like a bath, but I didn't manage to have this many...

MattMattMattUK

Does the current reading on the meter align with the 1,826 read from the end of February?

Mooklaa

I am not actually sure how to get my meter reading, i've just been outside to look but can't find anything.

MattMattMattUK

Mooklaa said:

I am not actually sure how to get my meter reading, i've just been outside to look but can't find anything.

If you are in a house it is in the small rectangular metal hatch, usually in the pavement in front of our house and around 15cm x 20cm or a bit smaller, sometimes low rise embossing with "WATER" across the front, although not always. You will need to open that, usually lever open with a screwdriver then lift out the expanded polystyrene frost protector to be able to see the numbers on the meter, you can then read the meter. Sometimes the holes are flooded so you may need to bail that out first. Make sure you put everything back once you have a reading. If you are in flats then they are usually in a riser cupboard. 

Mooklaa

Thank you Matt, it is apparently in a shared pit outside which makes it difficult for me to access.

MattMattMattUK

Mooklaa said:

Thank you Matt, it is apparently in a shared pit outside which makes it difficult for me to access.

Are your neighbours properties of similar age? I am thinking that if it is shared, multiple meters in the same hole, then there is a chance that a meter reader as recorded your neighbours usage as yours, which might explain it, especially if they are similar properties, similar number of occupants etc. Your meter number will be in your bill and you can compare it to the numbers on the meters in the hole.

When you say "shared pit" does that mean it has the larger manhole style covers on that are heavier?

Mooklaa

Yes, that's exactly it and on the website it advises me not to access this by myself, i'll need to get them to come out to check this. 

I do know that one of my neighbours had a large bill last year too, so I am liaising with the other neighbours that I think have the same meter area as me to see if there is a greater problem happening here.   We live in a large Victorian converted property and there are 9 flats.  They are similar properties.

MattMattMattUK

Mooklaa said:

Yes, that's exactly it and on the website it advises me not to access this by myself, i'll need to get them to come out to check this. 

I do know that one of my neighbours had a large bill last year too, so I am liaising with the other neighbours that I think have the same meter area as me to see if there is a greater problem happening here.   We live in a large Victorian converted property and there are 9 flats.  They are similar properties.

You can ask them to come out, it might take a while, alternatively is there anyone you can ask for help with the cover? They are a bit heavy, but nothing a couple of fit and able adults would not be able to handle. If you do get them out try and be there so you can verify meter number and reading whilst they are doing it.