STWA - Water Usage Doubled Since New Meter Fitted

thriftytracey

We have been paying £30 DD a month prior to the recent increases. We received a letter to advise our DD was increasing to £82 a month. I contacted STWA and they advised we have a leak. Not sure how they knew this but anyway they sent out a very helpful engineer. We did various tests and he advised we don't have a leak, either inside the property or from the underground pipe to the water meter outside on the pavement. He said he thought it was a billing issue. We looked back at our bills and water consumption and noticed that it had doubled since May 2025 when we had a new water meter fitted.

At first STWA insisted it was because the charges had gone up. My husband had looked at the bill and said there was something wrong. A week later they sent another bill for a period November 25th to January 18th and we had used double the amount of water. So we checked our bills and realised that before May 2025 we were using an average of 41 cubic metres every six months, year on year. Since May 2025, when the new meter was fitted water consumption has doubled to 79 cubic metres.

We are two pensioners, do two loads of washing a week, dishwasher daily and use the shower 3 times a week on average per person. We have had no new appliances or house renovation.

So, now STWA have made an appointment to fit a new meter. Our DD has gone up to £43 per month which is using the old usage and the new charges.

I hope this resolves the issue as it is all very stressful and now been going on several weeks.

I noted a BBC article where Devon residents had this problem after water meters were changed.

I wondered if anyone on MSE had experienced this issue?

subjecttocontract

It kind of suggests that there is either a problem with the water meter OR two properties are being supplied from the same metered supply. If there is, and a new meter fixes the problem, they should revisit your bills and refund you any overpayment.

IOWJJBTM2025

Hopefully it gets sorted with the new meter. Maybe ask them to check calibration of old and new when they change. This would allow you to estimate over payment?

Grumpy_chap

Were all the consumption figures with the old water meter based on actual or estimated readings? If there were estimated readings, could it be that you are now catching up charges between the last estimated reading and "day of removal" actual reading for the old meter? That might mean your bill now is actual readings plus the catch up from the old meter.

thriftytracey

https://forums.moneysavingexpert.com/discussion/comment/81866411#Comment_81866411

Just checked my bills prior to new meter and the are marked [A] Actual.

thriftytracey

Since my original post I have had an email

"In the meantime, I would recommend seeking a second opinion from a private plumber, just in case there is a potential leak elsewhere within the property that may not be immediately visible. This can help rule out any plumbing issues and prevent an even higher bill.

Once the new meter is installed and the first readings are recorded, we will be able to compare the data from your existing meter with the new one. This will allow us to assess your recent usage more accurately and review your previous bills, which were based on readings from the current meter."

My husband is a competent DIYer. I don't know what a plumber could check. Surely any leaks would be immediately apparent. The water stoptap and pipe comes into our downstairs toilet from under the drive. There is no leak there. No water leaks on ceilings or under sinks, washing machine or dishwasher or toilets that are observable.

thriftytracey

https://forums.moneysavingexpert.com/discussion/comment/81866304#Comment_81866304

Each property in our road has their own individual water meter located in the pavement. I have spoken with my immediate neighbour.

thriftytracey

There was a burst main in the road adjacent to the house some months ago which was repaired. Whether that has a bearing know but hopefully once the new meter is installed we can then monitor the recording of usage. We had a tutorial from the very helpful STWA engineer how to do this and what it all means.

thriftytracey

After a long argument discussion with STWA they are going to replace the meter. I am going to read it for a few days once it is installed to view water consumption.

brianposter

There there have certainly been examples of gas meters getting into a mess if a burst main causes the gas to flow backwards.