Repeated delays in getting water meter installed

The issue

Mr U felt he would be much better off on a water meter but after six months of trying to get his water company to install one, he contacted us for help.

What we found

We contacted Mr U’s company and asked it to explain why there had been such a long delay in fitting a water meter. The company conceded it was unacceptable but could not provide an explanation. Another appointment was arranged to install the meter but once again the engineer failed to show up.

We contacted the company again and insisted that they must install the meter within 10 working days. We also asked it to backdate Mr U’s metered charges to when he had first requested a meter to be installed.

In addition to the guaranteed compensation Mr U was entitled to, we also recommended that it provide additional financial redress for its catalogue of failures.

Putting it right

Following our involvement, the company fitted Mr U’s water meter within the 10 working days as we had requested. In addition to the guaranteed compensation Mr U was entitled to, the company also agreed to clear the £60 debt in his account.