Severn Trent using Actual Readings from a Meter that is not there

ColinD1

I hope this is a one off.

We live in Malvern that was part of an experiment where every house had a meter. Our house was built around 60 years ago and would have had a meter fitted when new. We have lived there for over 40 years.
The last bill from "actual reading" to "actual eading" had jumped approximately four fold. They even sent us a letter to say the consumption was not out of the ordinary, but suggesting t check for leaks.

We managed to lift the very heavy cover and took a reading and a picture of the meter,

The last two "actual" readings where in 2530 and 2604, but the picture was 250.

I was a bit slow in the response in the phone call. The person said our meter had been installed in 1995 or thereabouts so I assume needing to be read physically.

The meter looked newer than that and I assume capable of being read remotely by the passing meter reader.

I can think of no reason this is not a problem of Severn Trent's making, but they have asked us to book an uncessary How  Property is Supplied Visit! I have suggested they do a simple site visit where they will see the pipe going up the drive to our house with a meter that does not match their records.

Anyone had a similar problem and a way to speed a resolution? I have a draft formal complaint letter in hand to allow me to take it outside the Severn Trent organisation if necessary.

Sterlingtimes

I have encountered a succession of meter irregularities with Severn Trent. They are good at responding but are prone to making errors. When they visit the property, they will turn off the tap at the meter and observe whether that cuts off the flow within the household. Ideally, they would write out the meter number on a card together with a reading and hand that to you. You would need to ensure that the details have been recorded correctly.

ColinD1

I have given them a list of possible times we could be there but they have not got back to me with an appointment. 

They had said they would delay payment for 28 days but took it on the due date! I have reclaimed the payment from the bank. 

The “actual” readings are from a meter that is not the one on the supply and I suspect removed years ago. 

Sterlingtimes

ColinD1 said:

I have given them a list of possible times we could be there but they have not got back to me with an appointment. 

They had said they would delay payment for 28 days b

I recently received the following. It is an illustration of how meters can be changed out at random.

"An update about your water meter
One of our team visited your property on 30 April 2025 and spotted there's a new water meter supplying it. This can happen from time to time if one of our field teams have proactively exchanged the meter whilst they've been in your area. The meter reading when we visited was 8m3.

...

Because we're not sure on the exact date the meter was replaced, we won't charge you for the final usage on your old meter. This means we'll send you a bill based on zero usage for this period of 37 days. Your new bill will show the start reading of 8m3 on your new meter plus any standing charges."

ColinD1

Apologies to Severn Trent. 

Just had my home visit.  I had wondered where our neighbours meter was as I remembered two meters being visible in the very dim and distant past. Ours was hidden in the mud and my wife had missed it. 

For some unknown reason they replaced only one of the two meters under the inspection cover. 

It was incredibly difficult to read but the agreed reading was 1 up on previous ( we had only been at home for a few days in the month)

No evidence of a leak. So explanation is April 2024 was an estimate and the October reading was a misread.

I have paid the bill by debit card