Complaint successes

  • Primary school students with hands in air. Teacher asking a question

    An important lesson learnt following long running dispute

    This outcome would not have been achieved without the intervention and persistence of CCW. The issue A primary school was told by their water retailer that they had used an unusually large volume of water over a relatively short period, resulting in a bill of almost £121,000. The retailer was adamant that because the meter…

  • Man with lots of bills

    Incorrectly billed for two meters

    The issue Mr B approached CCW after he discovered that his business had been overcharged for a number of years for two meters at his property – the meters he was being charged on were duplicate, and therefore incorrect. This was only discovered when Mr B switched supplier following the opening of the water retail…

  • Soccer ball hit the net,success goal concept on stadium

    Welling United scores following a badly installed meter

    Welling United Football Club received an unexpectedly large water bill in August 2019. After investigation, a leak was discovered, which had been caused by Thames Water fitting the water meter incorrectly. The club’s retailer, Castle Water, failed to adequately argue that the club should receive a full refund as the leak was the result of…

  • Man looking at bills

    Long wait for water meter

    The issue Mr C had requested to be switched to a water meter, which was eventually installed by his water company in March 2019. However, the company continued to take direct debits based on unmetered charges. Mr C tried to resolve the issue but received conflicting information, including being told he did not have a…

  • Woman looking at bill

    Incorrectly charged for leak

    I just wanted to get in contact to say we have finally got somewhere with our water company, thanks to you guys getting involved! I really appreciate your help. The issue When Ms M moved into her property, she set up a direct debit of £40 which she felt would be more than enough to…

  • Empty classroom

    Water leak at a school

    The issue A business manager of a school contacted us following its water wholesaler’s refusal to grant a leak allowance. It rejected it on the grounds the repairs to the leak at the school were not made within the 30-day timescale stipulated within the allowance policy. What we found When we investigated it became clear…