Got a £950 to pay thanks to Thames Water incompetence

TheStebe

Well this is still fresh in my mind so I hope I can keep a record on what is going on.

Before I start a little context: Thames Water gave me a new water meter I think around 2020 it was a while ago so I can’t remember when exactly.

Today I received a bunch of emails from Southern Water who provides my waste water showing bills which total over £950.

Being confused I called them to let them know what is going on, but they told me that I had indeed have backdated bills costing that amount.

What they also said was that on their records they said they sent various messages to Thames Water to find out what the meter readings are/was there any changes to any meters themselves etc but got back saying they did not receive any messages from Thames Water at all during the installation of the new water meter they installed to when they received my bill notification today.

I was quite upset about it all which southern water gave me a good will gesture to lower the bill at a slightly smaller amount.

They then told me to contact Thames Water as to why they didn’t inform Southern Water of said new water meter way back in 2020/21.

I did and what they told me was that unfortunately that they don’t see anything on their systems due to the nature of the situation.

I asked that due to their incompetence for not informing the other water company of any new changes to the meter that they themselves installed and in which I understand that HAVE TO INFORM the other provider if my memory serves, that I should get some form of compensation.

I said I am willing to pay the bills of course due to what it is but for them not informing Southern Water i should at least get something along the lines of 60% back to pay for their mistake but they replied back to me saying unfortunately they could only give me £20 for EACH YEAR that they missed so £60 total.

I honestly can’t fathom how I was feeling after they said that amount.

Surely there must be something I can do to get something back from this company in how they managed it all. I am stuck in the middle of these companies and it’s so stressful for me and my family

Brie

According to citizen's advice there's only so much one can due when the water companies mess up your bills.  Unlike with gas and electric where there's a rule about not back billing any more than 12 months.  Have a look at the attached and in particular the bit at the bottom about WaterSure.  Most water companies in our area are pretty generous when there's a problem with a bill and are very willing to work with individuals who are suddenly faced with a large amount that should be paid.

Backdated water bills - Citizens Advice

TheStebe

the thing is though it’s isn’t really about the backdated bills bit. Of course I would always pay my way if any bills are due for any issues but for something like this, one company not talking to the other regarding a new meter being installed years ago I feel like that’s on the company that installed

MattMattMattUK

TheStebe said:

I said I am willing to pay the bills of course due to what it is but for them not informing Southern Water i should at least get something along the lines of 60% back to pay for their mistake but they replied back to me saying unfortunately they could only give me £20 for EACH YEAR that they missed so £60 total.

Why do you believe that you should get a 60% reduction? That seems to be a random and arbitrary percentage based on no rational reason.  Once you factor in inflation you have actually had an approximate 20% reduction by not having to have pay at the time, then you have received a £60 reduction on top of that. 

TheStebe said:

the thing is though it’s isn’t really about the backdated bills bit. Of course I would always pay my way if any bills are due for any issues but for something like this, one company not talking to the other regarding a new meter being installed years ago I feel like that’s on the company that installed

However there has been an issue and you are now saying that do you not want to pay the bill, so you are contradicting yourself.

I think it is perfectly reasonable to expect a small deduction (the £60 you have been offered), I think it would be entirely reasonable to expect to pay this over the next 12-24 months, but I cannot see how a 60% reduction could be something you would expect, or how that would be in any way reasonable.