Anyone else had a random water bill from Thames Water

We have been on water meters with Thames water at our previous property 2007-2022 and also in our new property since. We have always received 6 monthly bills, which is online with their published guidance (such as page 4 of https://www.thameswater.co.uk/media-library/home/about-us/performance/customer-commitment/codes-of-practice/our-charges-your-bills-code-of-practice.pdf as one example).

We have suddenly received a quarterly bill, 3 months after the last, with no notes to say why it’s early, or if it’s a permanent change to their billing and just wondered if anyone else has has similar?

Comments

  • Exactly the same happened to me.  I emailed them, complained and they cancelled the random bill.  I never received a sensible answer as to why they made this change.
  • Yoges
    Yoges Posts: 29
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    I received a random quarterly bill from them yesterday despite paying every six months for the past 20 years, so the practice is still continuing...

    I wonder if automatically moving customers to quarterly billing is an attempt to mask their sharp bill rises?
  • Yoges
    Yoges Posts: 29
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    I’ve spoken to one of their staff and was told they changed the billing frequency to synchronise with their meter readers. This is only a one off and will then revert to 6 monthly thereafter.

    Would have been nice if that was mentioned in the covering letting though…


  • Same here.  Bills have been April and October for as long as I can remember.  An unexpected bill landed in January.  Initially was told it could be switched back and they'd cancelled the bill, but then just got another duplicate bill a few days later.  Then I was told it was completely impossible for TW to change, and that they "don't have to notify their customers".
    I think it's outrageous that they can just unilaterally change the billing cycle with no prior notice at all.  
    I've complained about the lack of any reasonable notice of the change and Thames Water won't budge, so I've referred the complaint to the Consumer Council for Water.

    I know TW are almost insolvent - but if this is a tactic to get more money in sooner, it's a pretty low blow.
  • Same - spoke to TW about the lack of notification and was told that this is "on the way", and sincere apologies if the bill arrived before the notification. However they are moving the 6 monthly cycle to January and July from April and October. "I want to make sure I dont get a bill in April" ... "no sir, that wont happen, next bill is in July" .. watch this space
  • Jasp1234 said:
    Same - spoke to TW about the lack of notification and was told that this is "on the way", and sincere apologies if the bill arrived before the notification. However they are moving the 6 monthly cycle to January and July from April and October. "I want to make sure I dont get a bill in April" ... "no sir, that wont happen, next bill is in July" .. watch this space
    I was initially told that notifications were being sent to customers, but then later was told that they are NOT doing that because they "don't need to tell our customers".  So will be interesting to know if you ever do get a written notification, even if it is after the event.  They told me I won't get one.
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