Thames Water unable to locate meter

TheRockstar

I've lived in my flat for nearly 5 years and for some reason I assumed that I didn't have a water meter (yes, I know it was stupid of me not to check my bills properly). It was only when Thames Water wrote to say they were doubling my monthly direct debit, that I looked closer and saw that all the bills had a meter number at the top and were estimated. I looked for the meter inside and outside the flat but couldn't find it, so I contacted TW to ask them where it is. This is where it all gets silly.

Customer Service eventually provided me with coordinates for the meter location, but when I looked them up, the location was about 3/4 mile away! When I pointed this out, they said they would get someone to come out and read the meter for me. A couple of days later my mum died so I had to put everything on hold until a week ago, when I remembered that I hadn't heard back from TW or had my account updated. I contacted customer service but the person I spoke to was useless and seemed convinced I wanted a smart meter fitted, so I tried the online chat. I was again told they would arrange for someone to come out, read the meter and update my account. Great - finally it would be sorted...only it wasn't.

Today I received a message from TW saying "A meter reader visited your property on 27 May 2025 and has advised that he was unable to locate the meter, because of this I've forwarded this issue to the relevant team who will get back to you in 60 working days". So why didn't they tell me this until I chased them for an update? Now I have to wait for up to 2 months just to get an answer, if they bother at all.

I really wish I'd paid more attention way back and got them to sort it out then, but here we are. I have decided to cancel my direct debit in protest until they finally sort this mess out. It just seems ridiculous that the water company doesn't even know where their meters are located!

Has anyone else had this?

Ayr_Rage

DO NOT cancel your DD, it may result in missed payments being recorded on your credit file.

Negotiate a sensible DD amount instead until they sort it out.

Boohoo

TheRockstar said:

I've lived in my flat for nearly 5 years and for some reason I assumed that I didn't have a water meter (yes, I know it was stupid of me not to check my bills properly). It was only when Thames Water wrote to say they were doubling my monthly direct debit, that I looked closer and saw that all the bills had a meter number at the top and were estimated. I looked for the meter inside and outside the flat but couldn't find it, so I contacted TW to ask them where it is. This is where it all gets silly.

Customer Service eventually provided me with coordinates for the meter location, but when I looked them up, the location was about 3/4 mile away! When I pointed this out, they said they would get someone to come out and read the meter for me. A couple of days later my mum died so I had to put everything on hold until a week ago, when I remembered that I hadn't heard back from TW or had my account updated. I contacted customer service but the person I spoke to was useless and seemed convinced I wanted a smart meter fitted, so I tried the online chat. I was again told they would arrange for someone to come out, read the meter and update my account. Great - finally it would be sorted...only it wasn't.

Today I received a message from TW saying "A meter reader visited your property on 27 May 2025 and has advised that he was unable to locate the meter, because of this I've forwarded this issue to the relevant team who will get back to you in 60 working days". So why didn't they tell me this until I chased them for an update? Now I have to wait for up to 2 months just to get an answer, if they bother at all.

I really wish I'd paid more attention way back and got them to sort it out then, but here we are. I have decided to cancel my direct debit in protest until they finally sort this mess out. It just seems ridiculous that the water company doesn't even know where their meters are located!

Has anyone else had this?

You have lived in your flat for 5 years.

When you realised you were on a meter and couldn't find it why did you not ask other flat owners/renter's in your building assuming that there are flats and not just your own flat.

TadleyBaggie

Ayr_Rage said:

DO NOT cancel your DD, it may result in missed payments being recorded on your credit file.

Pretty sure Thames Water don't report to the CRA's, so unlikely a missed payment would be recorded.

TheRockstar

Boohoo said:

TheRockstar said:

I've lived in my flat for nearly 5 years and for some reason I assumed that I didn't have a water meter (yes, I know it was stupid of me not to check my bills properly). It was only when Thames Water wrote to say they were doubling my monthly direct debit, that I looked closer and saw that all the bills had a meter number at the top and were estimated. I looked for the meter inside and outside the flat but couldn't find it, so I contacted TW to ask them where it is. This is where it all gets silly.

Customer Service eventually provided me with coordinates for the meter location, but when I looked them up, the location was about 3/4 mile away! When I pointed this out, they said they would get someone to come out and read the meter for me. A couple of days later my mum died so I had to put everything on hold until a week ago, when I remembered that I hadn't heard back from TW or had my account updated. I contacted customer service but the person I spoke to was useless and seemed convinced I wanted a smart meter fitted, so I tried the online chat. I was again told they would arrange for someone to come out, read the meter and update my account. Great - finally it would be sorted...only it wasn't.

Today I received a message from TW saying "A meter reader visited your property on 27 May 2025 and has advised that he was unable to locate the meter, because of this I've forwarded this issue to the relevant team who will get back to you in 60 working days". So why didn't they tell me this until I chased them for an update? Now I have to wait for up to 2 months just to get an answer, if they bother at all.

I really wish I'd paid more attention way back and got them to sort it out then, but here we are. I have decided to cancel my direct debit in protest until they finally sort this mess out. It just seems ridiculous that the water company doesn't even know where their meters are located!

Has anyone else had this?

You have lived in your flat for 5 years.

When you realised you were on a meter and couldn't find it why did you not ask other flat owners/renter's in your building assuming that there are flats and not just your own flat.

No, and there are good reasons why which are not relevant here. My point is about the water company not knowing where their own meter is.

1stTimer

Hey @TheRockstar I am currently going through the same thing with TW! I can’t offer any advice at present as my is also on going but I have been fighting this since February 

they have a team coming out on Tuesday so I will hopefully be able to tell you more then.

one thing I will say is after so many calls, chats and WhatsApp messages from them and being passed from pillar to post the only way I was able to get them to investigate was to send off a SAR request.

this enabled me to see everything they had on record for me and kick started their investigation 

good luck!

TheRockstar

1stTimer said:

Hey @TheRockstar I am currently going through the same thing with TW! I can’t offer any advice at present as my is also on going but I have been fighting this since February 

they have a team coming out on Tuesday so I will hopefully be able to tell you more then.

one thing I will say is after so many calls, chats and WhatsApp messages from them and being passed from pillar to post the only way I was able to get them to investigate was to send off a SAR request.

this enabled me to see everything they had on record for me and kick started their investigation 

good luck!

Ah thank you! And good luck to you! Yes, please do keep me updated on any progress as I haven't come across anyone else with this issue so far. Sounds like I'm in it for the long haul anyway! It's so frustrating just being passed around when this should, in theory, be a straightforward request.