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Water meter woes - read if you're considering having one
beefyboy
Posts: 13 Forumite
in Water bills
Last year I switched home insurance provider and took advantage of my long-standing no-claims bonus; I did not opt for extra legal cover.
In 2007 we decided a water meter would be cost-effective and it was installed (on the path outside the house) in February. By May I began to realise that we were being metered far in excess for our usage and requested my water company to investigate. They came in June and declared there was a leak in our property for which they were not liable.
I contacted my insurers who promptly sent out their repair team in mid-June. Having identified the leak as the area near the meter and spent a large amount of time digging it out, they identified he culprit - a faulty joint installed by the water company. They took pictures and took the faulty joint away as evidence, telling me they would be able to use this as evidence in my claim.
Following many phone calls and letters to my insurers, they finally told me in February 2008 they had dropped the claim due to insufficient evidence. I asked about the evidence recovered and they said it was insufficient. After more phone calls I got them to admit that the written report submitted by the repair team to their legal department did not specifically state that the cause of the leak was the water company's faulty plumbing, despite the fact that they had verbally informed me. My insurers continued to claim that they had discussed the case with my water company but there was insufficient evidence.
In March 2008 my policy was up for renewal and I lost my NCB, and the premium cost an extra £160. In early April I wrote to my insurers stating that I would accept it if they would provide pictures and evidence that the faulty joint was not installed by my water company. They received the letter (I checked) but to date I have had no response. I would strongly suspect that they have lost the prime piece of evidence, the faulty connection, and I have no idea what they might have done with the pictures.
Clearly they are incompetent but I am being penalised. I don't quality for free legal advice etc - any suggestions please?
Finally, a word of advice for those considering a water meter. You need to monitor this carefully - most water boards provide data concerning average use. If you exceed this, get them to check the meter. The water company did accept the fact we reported the leak promptly, ignoring the months for which there was a leak and averaging out the bill. However, it would have saved me a lot of grief had they installed it correctly in the first place! They were unable to install it in our kitchen (the normal place), due to restricted space. Had they done so, I might have seen the problem had they occurred.
Many thanks for reading to the end - I would greatly appreciate any advice or suggestions as to my next step. I am phoning my local Citizen's Advice Bureau later and hope they might also help.
In 2007 we decided a water meter would be cost-effective and it was installed (on the path outside the house) in February. By May I began to realise that we were being metered far in excess for our usage and requested my water company to investigate. They came in June and declared there was a leak in our property for which they were not liable.
I contacted my insurers who promptly sent out their repair team in mid-June. Having identified the leak as the area near the meter and spent a large amount of time digging it out, they identified he culprit - a faulty joint installed by the water company. They took pictures and took the faulty joint away as evidence, telling me they would be able to use this as evidence in my claim.
Following many phone calls and letters to my insurers, they finally told me in February 2008 they had dropped the claim due to insufficient evidence. I asked about the evidence recovered and they said it was insufficient. After more phone calls I got them to admit that the written report submitted by the repair team to their legal department did not specifically state that the cause of the leak was the water company's faulty plumbing, despite the fact that they had verbally informed me. My insurers continued to claim that they had discussed the case with my water company but there was insufficient evidence.
In March 2008 my policy was up for renewal and I lost my NCB, and the premium cost an extra £160. In early April I wrote to my insurers stating that I would accept it if they would provide pictures and evidence that the faulty joint was not installed by my water company. They received the letter (I checked) but to date I have had no response. I would strongly suspect that they have lost the prime piece of evidence, the faulty connection, and I have no idea what they might have done with the pictures.
Clearly they are incompetent but I am being penalised. I don't quality for free legal advice etc - any suggestions please?
Finally, a word of advice for those considering a water meter. You need to monitor this carefully - most water boards provide data concerning average use. If you exceed this, get them to check the meter. The water company did accept the fact we reported the leak promptly, ignoring the months for which there was a leak and averaging out the bill. However, it would have saved me a lot of grief had they installed it correctly in the first place! They were unable to install it in our kitchen (the normal place), due to restricted space. Had they done so, I might have seen the problem had they occurred.
Many thanks for reading to the end - I would greatly appreciate any advice or suggestions as to my next step. I am phoning my local Citizen's Advice Bureau later and hope they might also help.
0
Comments
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Welcome to the forum.
Most(all?) water companies will carry out one free repair on your land, even though it is not their responsibility; and one could argue(with hindsight!) it is their responsibility in your case.
Your major complaint is against the insurance company and I suggest you contact the Financial Ombudsman see:
http://www.financial-ombudsman.org.uk/publications/assessment-guide/first-annual-report/resolving-insurance-related-disputes.htm
As the water company wrongly fitted the meter you could also take this up with the regulator OFWAT
P.S.
The 'normal' place for fitting a meter is not in the house, but at your boundary.0 -
Dear Cardew,
Many thanks for your prompt and most helpful suggestions. I wondered if there was a regulatory authority and I will contact them later.
I'm somewhat surprised that the water company might repair on my property for free!
Best wishes,
BB0 -
Yes most offer a one off free repair per property, you should also be able to claim a leakage allowance, you will have to contact them for the form, this will involve taking 2 readings 7 days apart so they can work out your average and credit your account accordingly.0
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Many thanks deanos - they provided average readings for the leakage period but never mentioned a free repair, informing me I would have to claim through my insurance company. I suppose I got my 'free repair' when they dug up the path and told me the problem was on my property.Yes most offer a one off free repair per property, you should also be able to claim a leakage allowance, you will have to contact them for the form, this will involve taking 2 readings 7 days apart so they can work out your average and credit your account accordingly.0
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It may depends on the water company , Anglian Water offer a free repair, who is your supplier have you looked on there website ?0
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It is Northumbrian Water who, I now discover thanks to your prompt, do free repairs. I can't understand why they did not offer this at the time when I reported it - I have a letter from their customer services dept. stating that "the leak was on your [ie., my] private supply. As a result Northumbrian water is not liable for repair and I would kindly suggest that you contact your Home Insurance provider".
Time for a letter to them - thanks again deanos.0 -
Maybe a new adviser and didn't know the procedure, good luck :beer:0
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