Can a water company say a water meter was read when it wasn’t?

Perplexeddotcom

My parents’ water bill showed meter readings that had stayed exactly the same for the last few years (last 5 readings had stayed exactly the same). They don’t take the meter readings themselves as have always relied on the 6 months company readings.

Thinking the meter must be broken, I asked for it to be checked. Turns out it was still registering water usage and obviously showing an extremely high use of water. 

Does anyone know if it’s possible for an engineer to say a Reading was taken when actually it wasn’t? The water meter is in a tricky place and is not one of those read remotely ones. I’ve asked them for photographic proof of those same readings, but no one seems to know anything.

I’m not disputing how much water has been used -  but I feel we’ve been really let down with the service and obligation of Castle Water to take 6 monthly readings. Made worse as I’ve since found out that last year CW didn’t take a reading because they couldn’t find the meter but did not tell my parents, and just before I asked CW to check if the meter was faulty, they had decided to ignore a meter reading because it was so high compared to the previous (non-changing) readings (I’m not said anything to my parents again)! 

The problem now is that my parents have a huge water bill 3 times it used to be a couple of years ago with no idea of when or why that changed. 

swingaloo

Have they been paying by direct debit as if the reading has stayed the same for 5 years the bill should show them massively in credit. The bills would have been showing no usage from one year to the next if the readings didnt change. did they not notice that?

Perplexeddotcom

The company initially overcharged them so put a credit on the account which was then debited for a few years / giving a “no need to pay anything” bill so they didn’t question it. It was only when I looked at the bill and saw that they were not being charged actual water usage. 

It seems odd that they supposedly took readings (unchanged for several years so a broken meter then?) but suddenly the meter works and they get a different much higher reading when we ask for it to be checked. Feels like they have not been completely open about their duty to read the meter. 

Does anyone have any experience of readings being logged as taken but physically were not? 

Brie

Similar to me where I hadn't realised that the readings were estimates and when they finally read something it shows I haven't used any water for 18 months (which of course I have).  They agree the meter is broken and that they will fix it at their convenience.  I have confirmed with them that they will not back bill at any point which makes me happier as they've refunded all the credit on the account.

Problem is the "they will fix when convenient".  I have asked to be notified of when this might be, not that I want to hurry them but our meter is actually on a neighbour's drive and so fixing it means they won't be able to get in or out.  So politeness says they should agree when it's convenient for them.  And it's actually 3 neighbours, not just 1 so more complicated.  

The fact that the readings are once every 6 months does make things more difficult but they don't seem concerned about this.