Thames Water - problems with assessed billing

jayencee

I contacted Thames Water in 2022 regarding fitting a water meter.   Contractor came out, couldn't fit the meter and went away again saying he was going to file a report.  Asked Thames Water to be put on assessed billing, which resulted in Thames Water sending out another contractor as the first report was "inconclusive".  

Second contractor visited in 2023.  He also said that he wasn't sure if he could fit the meter as it would involve dismantling the kitchen sink unit and he couldn't guarantee that (i) the meter would fit (I would have thought he knew how big the meters were?) and (ii) that the kitchen unit would go back correctly.  So I said not to install the meter.  He went away to file a report.  Which has been logged as me refusing a meter.

Rang Thames Water again last week to ask about going on assessed billing, they have records of me "refusing to have a meter".  Explained what had happened in the past,  After some to-ing and fro-ing and being on the phone for about 45 minutes, the adviser said that I would be contacted within 60 working days regarding this.

Fast forward to this week and Thames Water have been trying to contact me (by email only) to fit a meter!  

I feel that I am banging my head against a brick wall and to top it all, have just received the bill for April which has gone up to over £750, a rise of over £250.

Anyone know what I can do?

MattMattMattUK

jayencee said:

I contacted Thames Water in 2022 regarding fitting a water meter.   Contractor came out, couldn't fit the meter and went away again saying he was going to file a report.  Asked Thames Water to be put on assessed billing, which resulted in Thames Water sending out another contractor as the first report was "inconclusive".  

Second contractor visited in 2023.  He also said that he wasn't sure if he could fit the meter as it would involve dismantling the kitchen sink unit and he couldn't guarantee that (i) the meter would fit (I would have thought he knew how big the meters were?) and (ii) that the kitchen unit would go back correctly.  So I said not to install the meter.  He went away to file a report.  Which has been logged as me refusing a meter.

Rang Thames Water again last week to ask about going on assessed billing, they have records of me "refusing to have a meter".  Explained what had happened in the past,  After some to-ing and fro-ing and being on the phone for about 45 minutes, the adviser said that I would be contacted within 60 working days regarding this.

Fast forward to this week and Thames Water have been trying to contact me (by email only) to fit a meter!  

I feel that I am banging my head against a brick wall and to top it all, have just received the bill for April which has gone up to over £750, a rise of over £250.

Anyone know what I can do?

Dismantle the kitchen cupboard so that they can fit the meter, then adapt it to fit back after the meter has been fitted. 

The assessed charge is not there for when a meter cannot be fitted by easy changes, but where there are issues with supply pipes, too physically constrained by structural elements etc. where as a kitchen cupboard would be deemed movable and so a refusal. 

jayencee

It is a fitted kitchen, with a pull out drawer unit under the sink with a gap for the sink itself.  It cannot be "adapted" in any way without prejudicing the viability of the unit.   It is hardly an easy change.

Hammers5

Where do I start. With Thames Water! I moved into sheltered housing two years ago, not knowing then that my £31 monthly assessed charge, as they cannot fit water metres to the apartments, was and is far in excess to other apartments in the same building. Recently I have received a demand from Thames stating a 47% increase increasing their demand to £44. I live in an unmetered single bed, shower only, toilet and one sink. No washing machines etc as they are paid for separate by the landlord. Neighbours of mine with multiple occupancy, two bedrooms including bath, dishwasher etc are currently paying £22 !!! After numerous attempts to resolve this and asking Thames Water to review my charge to absolutely no resolution and total ignorance on their behalf, I immediately cancelled my direct debit to halt them ripping me off further and now I pay the original charge without the increased charge demand by my debit card online. I will not be robbed by totally mismanagement   OFWAT are useless and I encourage all customers being overcharged to take similar action. When I pointed out to Thames Water my neighbours pay half of what they expected me to cough up, don’t laugh, they came back with “ Data Protection act prevents us from comparing my neighbours charges!!” Absolutely outrageous and no way will they get a penny more from me because of their mismanagement. I’ll certainly attend and produce all supporting evidence in any court in due course!!! Please, take note!

MattMattMattUK

Hammers5 said:

Where do I start. With Thames Water! I moved into sheltered housing two years ago, not knowing then that my £31 monthly assessed charge, as they cannot fit water metres to the apartments, was and is far in excess to other apartments in the same building.

What other people is somewhat irrelevant. 

Hammers5 said:

Recently I have received a demand from Thames stating a 47% increase increasing their demand to £44. I live in an unmetered single bed, shower only, toilet and one sink. No washing machines etc as they are paid for separate by the landlord.

It was not a demand, it was a notice informing you of the increased rate. That monthly cost does not seem to align with any of the assessed charges on Thames Water's website for assessed charges, you would appear to be on rateable value based charges. Assessed, single occupancy would be cheaper.

Hammers5 said:

Neighbours of mine with multiple occupancy, two bedrooms including bath, dishwasher etc are currently paying £22 !!! 

Irrelevant. 

Hammers5 said:

After numerous attempts to resolve this and asking Thames Water to review my charge to absolutely no resolution and total ignorance on their behalf, 

I am not sure that is the location of the ignorance. What are you actually billed on, rateable or assessed? If so what is your assessed rate based on and does it show single occupancy?

Hammers5 said:

I immediately cancelled my direct debit to halt them ripping me off further and now I pay the original charge without the increased charge demand by my debit card online. I will not be robbed by totally mismanagement   

Something is not "ripping me off" because you fail to understand. You are not being robbed because you fail to understand.

Hammers5 said:

OFWAT are useless and I encourage all customers being overcharged to take similar action.

Ofwat do not deal with consumers. If you have a complaint you first need to follow Thames Water's complaints process, then take it to the Consumer Council for Water if you are not satisfied with the result. Again, something is not being overcharged just because you fail to understand.

Hammers5 said:

When I pointed out to Thames Water my neighbours pay half of what they expected me to cough up, don’t laugh, they came back with “ Data Protection act prevents us from comparing my neighbours charges!!” 

Again, it is irrelevant what your neighbours are paying. They are correct on data protection. 

Hammers5 said:

Absolutely outrageous and no way will they get a penny more from me because of their mismanagement. I’ll certainly attend and produce all supporting evidence in any court in due course!!! Please, take note!

You will be taken to court, you will lose, you will recieve a CCJ, it really is that simple. There is no "evidence" because you are not following the process. Law and courts deal in facts, process, contract and regulation, not in emotion and certainly do not rule on the basis of "I don't like it".