Water leak discount from Water Plus

Landlord Discussion Repairs & Maintenance
1

Not sure if allowed here but please delete if not

We are an HMO and recently West Thames water said we have a water leak which we immediately fixed same day . Only water issue we identified was running toilet. However, our provider Water Plus is charging us £2000 more than we pay monthly.

I did room inspections 22/10/25 there were no water leaks

03/11/25 West Thames notified us we had water leak. Same day issue was fixed

06/11/25 Tenant vacated premises and it was noted there was no issue with toilet

so in 13 days we were charged £4000 which is ridiculous as our previous bills are about £1000

Could I have advise on how to go about getting a discount as Water Plus state they will not forward claim onto their insurers as leak is inside building

2

Do you have a water meter fitted?

If so you can probably view hourly/daily usage online. Have you viewed the data to see what water was used?

If you don’t pay your water using a meter, it’s likely the water authority still have a meter fitted in the street otherwise they would not have known that your house had a leak. Request the data.

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3

Toilet. Was it the overflow pipe that goes thru the wall and discharges outside the building or is it the more modern one where the overflow drains into the pan itself? Are you on a meter either inside or under the pavement ?

4

hi Karl we have outside water meter reader in pavement

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Drains into the pan and water meter reader is outside off the property built into pedestrian pavement

6

Check the outside meter to see if it is spinning or a flashing digital display showing water is passing when all taps etc inside property are closed. Turn off stop tap inside property and check meter again. if meter is still running the leak is between the meter and the stop tap, if it has stopped the leak will be after the stop tap inside the property and could be under the floor etc. Your insurance company should be able to assist.

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7

draining into the pan is much harder to spot in time. On a meter so not guesswork . Have you checked the figures? Hang a coloured die “thingy” into the cistern. If it overflows into the pan the user would spot it right away against the white of the pan. Put in all cisterns? Try the water ombudsman ?

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Thank you it as stopped spinning David

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Thank you Colin

I will do Ombudsman as water plus do not show any care or interest

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@Belinda6

That sounds unreasonably high

You should challenge your provider to provide evidence to support the proposed charge and take up with their complaints process first

(From ofwat

“If you have a problem with your water or wastewater services, first you will need to follow your water company’s complaints procedure. If your complaint is still unresolved, the Consumer Council for Water should be able to advise.

We do not generally deal with individual consumer complaints or enquiries about water companies. There are a small number of complaints we do deal with..”)

Just because you saw no visible leak doesn’t mean there wasn’t one eg under your pathway. And west Thames may not have told you immediately

Good luck

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Speak to citizens advice, get a letter of deadlock so they dont proceed legally and elevate to ombudsman

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12

Agreed that figure definitely sounds excessive so asking for clear evidence and following the formal complaints route is the right move.
Hopefully they can pinpoint the cause and show when it occurred, otherwise it’s reasonable to dispute the charge.

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