Why was I harassed over a water bill that’s nothing to do with me?

Castle Water sent me bills at the wrong house number when I’m a Thames Water customer

Can you please stop Castle Water harassing me to pay bills for a next door property which is nothing to do with me. I live at number 26 and pay Thames Water. For some unexplained reason, Castle believes I live at 25, and keeps sending me bills there which my neighbour passes on. Despite me repeatedly telling the firm there is a mistake, debt collectors have insisted I owe £567 and threaten additional charges “in excess of £1,000”.

As instructed by Castle, I have sent proof that I am paying council tax at my actual address along with a bill from Thames Water showing I am paying my water bills to them, but it is not resolved. This has being going on since May. I feel threatened and also worry my credit rating is likely affected. BL, London

Castle Water, which only supplies business customers, says you were one of a small number of customers who were incorrectly classified as a “business user” when the water market in England was opened up in 2016.

This was not of Castle’s doing, however it has admitted that your account should have been suspended, and you certainly should not have been chased by debt collectors. Happily, it quickly got on the case and has rectified the problem. You have also been sent a bunch of flowers to apologise.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions


Miles Brignall

The GuardianTramp

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