I am frustrated and extremely stressed by an ongoing problem with Southern Water, which has been dragging on for more than a year. I seem to be paying for someone else’s water, and the company has failed to sort it out.
I have lived in a terraced house in Brighton for 18-plus years. There was never a water meter until the beginning of this year after I requested one. Last April I asked Southern Water to remove the name of my ex-partner and put the bills in my name.
I received a letter confirming the name change and that “the property has a water meter which will be read half yearly. Your meter can be identified by the serial number 8377033”.
I went to the front of the house, opened the water flap and it was clear that I did not have a water meter at all, but I still kept on being told by the company I did.
In November, I asked Southern Water if it was charging me for someone else’s meter usage. I was told that this can happen, and that I would be contacted within three days to make an appointment to inspect the property. I heard nothing.
In January I did have a meter fitted, but I was still billed for a device with a different serial number. I was told the account would be put on hold, that I did not need to pay my bill, and an inspector would look into the matter. By May I was still receiving demands. This has been unbelievably stressful.
I have been charged for someone else’s water meter/no water meter, and I have provided readings since my meter was finally installed. CM, Brighton, East Sussex
We get a lot of complaints about water meters, but this one takes the biscuit. How ironic that Southern Water, which is installing meters for its customers across the region, boasts on its website: “Having a meter puts you in control of your bill because you only pay for the water you use.”
It admitted to us that there could be problems where meters installed do not link up to the relevant accounts. A spokeswoman said: “We have installed nearly 500,000 across the south-east since 2010. With such a large programme, occasionally there are problems with ‘misassigned’ meters. In some cases an error occurs because a customer’s stop tap doesn’t sit directly outside their property, or the pipe work is crossed with that of the adjoining house. To reduce such issues we carry out regular audit checks to identify and resolve any errors.
“The meter in question has now been assigned to the correct property and the customer’s account has been updated. We apologise for the error and for being slow to rectify it and, as a gesture of goodwill, have reduced the outstanding bill by more than 55%.”
We think you have received appalling treatment and hope you receive a proper written apology. If you still feel strongly about the way you were treated you can complain to the Consumer Council for Water and/or Ofwat.
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
