Thames Water only giving goodwill gestures of under £100?

ChrisM78

There has been an undetected water leak at my 86 year old mum's property for over 2 years, that I first flagged with Thames Water as the water usage going by meter readings was ridiculous for one person living in a small house (the bill currently stands at £7500). An engineer came out a few months later, after my mum had been told by her social worker that it needed to be investigated (I stopped direct contact with her 3 years ago to her abusive behaviour), and deemed it to be an internal leak. This coincided with my mum's mental health (bipolar) and dementia worsening - not being one to let anyone she doesn't know in her house, Thames Water initially advised getting a gas detection team out to assess the situation. Apparently any mention of the issue to my mum made her very agitated.

Over the last year, this approved to be impossible to arrange, as my mum also got to the point of not allowing carers in. She went into a care home for respite in early August after going to hospital in a bit of a state owing to not having taken medication for quite some time.

Whilst my mum was in respite care, it seemed like a good time to try and get the leak sorted, getting in touch with the CEO's office. Another engineer came out and deemed the issue to be external. They came out again to confirm this, and an appointment was booked, for which I took a day off work, being told that internal access would be needed. Nobody showed up, and another appointment was booked, this time with internal access not needed.

It now seems that the problem is sorted (boundary box has been replaced) though Thames Water want to monitor meter readings over the next two weeks. I have said to them that there's been a considerable amount of dropping off the ball with the missed appointment and the initial engineer coming to the wrong conclusion, as well as this conclusion affecting my mum a considerable amount in terms of anxiety. I've been told that the most to be expected as a goodwill gesture is just under £100, which seems a paltry amount. Is this typical of Thames Water?

The plan is for my mum's house to be sold to pay for her care - I informed them today that her care is now permanent and if her account can be frozen. They may well just continue to charge her on the amount of bedrooms in the property, which seems unfair as water usage will be very minimal (i.e. if I'm there which will be sporadic).

Boohoo

https://forums.moneysavingexpert.com/discussion/6687311/thames-water-only-giving-goodwill-gestures-of-under-100

I would just take the offer and move on and get the house sold as that will be 2 less things to worry about.

Also as it's TW get the money quick just in case the go belly up.

QrizB

Goodwill payments are typically some tens of pounds, so if you've been offered £100 you're doing well.

Have TW said whether the leak was in their pipes, or in your mother's? (Note that the homeowner's responsibility usually extends beyond the house and into the garden, potentially all the way to the meter). If it's in their pipework I'd expect them to recalculate the bill automatically.

ChrisM78

It was an issue with the boundary box - Thames Water's responsibility.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82173868#Comment_82173868

Maybe of help to other contributors the OP has another thread about the same thing a few months ago which maybe worth perusing.

https://forums.moneysavingexpert.com/discussion/6666891/gas-detection-re-water-leak-for-parent-loathe-to-let-people-in-insurance-or-direct

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/82173997#Comment_82173997

It was their responsibility to fix, which they have done. As above the £100 is a large gesture of goodwill from them, you almost certainly will not get any more. If I were you I would take the money and not wasted any more time on it.