Thames Water

Esther0

I am writing because I am stuck, I cannot find anyone to discuss my problem with and rect it to the right place, Thames Water is using this against me. The problem is that the landlord rebuilt the house at some point but no longer considered it important to take care of the official papers. Therefore, I asked Thames Water to make a water meter in vain, they said "it is not possible". Therefore, I cannot prove that the water consumption of the apartment is very minimal (I live alone). I tried to talk to Thames Water about what can be done, then they offered to talk to the landlord. Thames Water is unreachable for me. Could you help me, who can I discuss it with, what can I do?! (regardless of the problem, I pay a water fee every month), but regardless of this, Thames Water is demanding around £4000 and the amount is increasing every month, thank you for your help Eszter, North Wood (Lambeth).
I am partially deaf, so I cannot talk on the phone, I cannot hear. Could you perhaps give me an email address?

Stellar

sounds like you need to seek specific legal advice. go to your local Citizens Advice in person and ask them to signpost you.

MW123

@Esther0

I am really sorry you're having to deal with this. It's an incredibly stressful and unjust situation, especially given you're living alone and not receiving the support you’re entitled to from Thames Water. It's appalling that they are ignoring your circumstances when it’s clear you need fair treatment and reasonable adjustments.

You have a legal right to request a water meter if your tenancy is longer than six months. If Thames Water says a meter cannot be installed, they should instead offer you an Assessed Household Charge (AHC). This is usually much cheaper, particularly for someone living alone.

As you're partially deaf, you are entitled to ask that all communication be in writing (via email). Thames Water must make reasonable adjustments to support your access needs. Ask Thames Water to add you to their Priority Services Register. This will flag that you may need extra assistance and that they should communicate in a way that suits you best.

In your message, be sure to clearly include your full address and customer reference number. Then outline your circumstances, as you described previously, providing any relevant details. You should state that you are formally disputing the charges and that you expect no further action to be taken until your account has been properly reviewed.

It is essential that your email clearly states this is a formal complaint. You should also request that the matter be reviewed as a priority, and that all billing or enforcement actions are paused while it's being investigated. This helps protect your position and ensures you're not penalised unfairly while the issue is still under consideration.

If they do not resolve things within eight weeks, or their response is not adequate, you can escalate the issue to the Consumer Council for Water (CCW). They offer free, independent support and can help get it sorted. Wishing you all the best with this. xx

The email addresses I found on Google:

customer.feedback@thameswater.co.uk

apples

I had issues with Thames water which took months to sort out. I posted on Resolver and Thames water were quick at responding, although never sorted my issue, fortunately the council updated their records to show I live in a hmo so weren’t eligible for the bill

Resolver or Citizens Advice would be a good place to start as in my experience Thames water weren’t listening to what I was trying to tell them