Water Company Charged Grandmother for Neighbor's Supply Over 18 Years
Southern Water has faced severe criticism after it was revealed that the company has been billing a grandmother for her neighbor's water supply for 18 years. The error came to light when her grandson moved into her home and received an unexpectedly high bill.
Quarterly Bill Shock Reveals Longstanding Error
The grandson, who is renting his grandmother's house while she resides in a care home due to dementia, was hit with a £614 quarterly water bill from Southern Water. He had already been paying £62 monthly via direct debit but was informed this amount was insufficient.
Upon investigation, he discovered that Southern Water had registered the wrong meter to his grandmother's account. This meant she had been charged for a neighboring property's water usage since she moved to the newly built estate 18 years ago.
Company Admits Fault but Confuses Resolution
Southern Water visited the property, acknowledged the account was linked to the incorrect meter, and installed a new digital meter. In December, the company canceled the £614 bill and stated the account had a £500 credit.
However, the situation took a confusing turn when Southern Water later wiped the credit and demanded a £500 payment instead. This demand persisted despite new meter readings showing the actual usage was only about £100.
Overcharging Amount and Apology Issued
After intervention from the Guardian newspaper, Southern Water calculated that the grandmother had been overcharged by £893. The company accepted this figure and issued an apology for the distress caused.
On its website, Southern Water explained that prices are updated annually on April 1 to fund customer priorities, which might lead to higher bills. They also noted other potential reasons, such as household changes or hidden leaks.
In a statement, Southern Water said: "We are very sorry for the mix-up in meter readings and the distress the customer experienced trying to resolve the issue."
Broader Implications for Vulnerable Customers
This case highlights significant concerns about billing accuracy and the treatment of vulnerable customers. The grandmother was registered as a vulnerable customer, yet the error persisted for nearly two decades without detection.
It underscores the importance of regular meter checks and transparent communication from utility providers to prevent such prolonged overcharging incidents.
