In April, Thames Water took a meter reading which claimed we had been using enough water for 80 people (we live in a two-bed flat). I now have a £2,500 unpaid bill which drastically affects my credit rating.
Thames Water acknowledged it must be a mistake and that I don’t need to repay it. It has put my account on hold although it never contacted me to explain the reading in the first place. It then turned out someone had removed my meter, yet it doesn’t know when or why. It attempted to replace it, but a car was parked over the manhole cover.
The earliest it can now do the job is January but it is refusing to rectify my credit rating. I am so upset at the lack of urgency. It’s tanking my credit rating and I am moving in January.
SL, London
Thames Water tells us your bill has been adjusted to the correct amount, while the negative marks are being removed from your credit rating. It is also arranging for the meter to be replaced. It says: “We’re sorry it took longer than normal to resolve the issue and for any inconvenience.” Had it not done the right thing, we would have advised you to go to the Consumer Council for Water, which helps settle such disputes.
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