Southern Water Admits to 18-Year Meter Error, Then Demands Payment
Southern Water has confessed to an astonishing 18-year meter mix-up that resulted in a vulnerable customer being billed for a neighbour's water supply. The error, which began when the customer's grandmother moved into a newly built estate, has now left her grandson facing a £500 demand despite clear evidence of overcharging.
A Billing Nightmare Unfolds
The situation came to light when the current tenant, who is renting his grandmother's house while she resides in a care home with dementia, received a shocking £614 quarterly water bill. This occurred despite already paying £62 monthly through direct debits. Upon investigation, he discovered that Southern Water had registered the wrong meter to the property, charging for a neighbouring household's consumption for nearly two decades.
The grandmother, registered as a vulnerable customer due to her age and illness, had been unknowingly paying for water used by neighbours throughout her entire residence at the property. The problem became particularly pronounced when the neighbouring household expanded to four residents, causing bills to spike significantly.
Confusion and Contradiction
Southern Water initially appeared to resolve the issue by visiting the property, admitting the account was linked to the incorrect meter, and installing a new digital device. In December, the company cancelled the £614 bill and declared the account £500 in credit. However, this position has since reversed dramatically.
"Every time I call, I get a different story, or a new 'process' to follow that leads to a dead end," the customer reported. "It feels as if it is trying to cover up a massive 18-year mistake."
The company has now wiped the credit and is demanding £500 payment, despite new meter readings showing the tenant's actual usage amounts to approximately £100. Southern Water even added the outstanding amount from the neighbour's meter to the new account, creating the contradictory £500 bill just days after confirming the credit balance.
Partial Resolution and Ongoing Concerns
Following intervention, Southern Water conducted a full review and calculated that the grandmother had been overcharged £893, a figure the customer accepts. The supplier has issued a cheque for this amount plus £200 in goodwill to the grandmother, and refunded £594 of overpayments made by the tenant since he assumed the account last summer.
Southern Water stated: "We are very sorry for the mix-up in meter readings and the distress the customer experienced trying to resolve the issue."
However, the situation raises serious questions about billing practices and customer service within the water industry. The 18-year duration of the error, affecting a vulnerable customer, highlights potential systemic issues in meter management and account verification processes.
This case follows similar concerns about water billing accuracy across the sector, with customers increasingly reporting discrepancies and difficulties in resolving administrative errors that can span years and involve substantial sums.
