Forum Topic

Water Meter

This is NOT about leaking meters or pipes of any kind, nor roots or trees.The grey/white tube in the pavement that has my meter at the bottom has been pushed so far to one side that I can no longer read the meter. There is a black collar at the top which is fixed to the black plastic plate at the surface where the removable cap is: the black collar has torn away from its fitting thus freeing the grey/white tube to lean over even further. The gap where the tube had been has been filled with rubble and grit and sand, and compacted. I can just see down towards the meter but it is covered with sand so cannot be read.I don't know how the damage has occurred and I check my meter at least once a year, usually twice, when I get bills.I have reached a point where I can almost do no more to remove the rubble etc.  Whose responsibility is it to put this right?

James Petri ● 2d24 Comments

That’s right. Hence it’s imperative Thames Water send an engineer to fix it.

Steve Taylor ● 3h

Thanks Steve, that is highly relevant to this case because I said to them that I couldn't be sure whether there was a water leak or not, and now I have dug deeper I suspect there isn't a water leak; I must tell them so.

James Petri ● 17h

“In  general, water companies are responsible for the maintenance and repair of water meters. Ofwat says. This includes ensuring the meter functions correctly and provides accurate readings. If you have a problem with your water meter, you should contact your water company. Here's a more detailed breakdown:Water companies own and maintain the water meter. They are responsible for reading the meter, or ensuring it is read, at least every two years as per Thames Water. If the meter is faulty or needs repair, the water company is usually responsible for fixing it. If you suspect a leak from the meter or its housing, contact your water company. You may be responsible for the costs: of meter accuracy tests if no fault is found. “

Steve Taylor ● 1d

Thanks Steve and Keith...I'll let you know. I feel better about tackling this with all the advice given here.

James Petri ● 1d

Let us know nhow you get on.

Keith Iddon ● 1d

Good luck James.

Keith Iddon ● 1d

Due to the financial crisis at Thames Water the company has lost many staff including senior management. Reporting via OFWAT will be drawn out and tedious. It’s highly likely that the TW customer services person you spoke to was new or untrained. This is definitely a TW problem and they must resolve it so I would strongly suggest you speak to Thames Water again and insist they send an ‘engineer’ to fix your meter. If they refuse, report the mater to the CCW ‘Consumer Council for Water is the statutory water watchdog body investigating complaints against the water and sewerage companies if a customer has tried and failed to resolve an issue with their water company directly.’

Steve Taylor ● 1d

Thanks Andrew and Keith, that looks like Ofwats my next port of call.

James Petri ● 1d

Consensus seems to be that it’s Thames Water’s responsibility rather than yours.Thames water appears to disagree.Referring this to OFWAT (as Keith suggested) is probably a good way to proceed.

Andrew Jones ● 1d

Is this because they want you to move onto having a smart meter?  They charge a higher rate if you aren't on one.  I would have thought it was their responsibility.  Have you tried reporting it online as a fault?

Philippa Bond ● 1d

“ Thames Water aims to read your water meter at least once a year, and are required to do so at least once every two years according to Thames Water. If you have a smart meter, it will automatically send readings, so you won't need to worry about manual readings. If they are unable to read your meter, they will estimate your usage and send a bill, but you can submit your own readings to ensure accuracy. They send out bills every six months based on your water usage. ”

Steve Taylor ● 1d

Could it involve the Council if you are having to remove paving slabs.

Janice Evans ● 1d

It's quite simpleYou can't get a reading; it's Thames Water who installed it, so it's Thames Water's responsibility to come and rectify the issue.It's that simple. End offTell them ntil you rectify the fault i cant give you a reading and will cancel any direct debit in place in the meentime.

Julian Pavey ● 1d

It's in the pavement. It was about 12 years ago and I can't remember if it was Thames Water or another company. Thames Water know it's in the pavement and they are adament it's my responsibility to make the meter readable. I've tried for over an hour today digging out the soil but it's a far bigger job than I realised because I found the tubing leaning over at a big angle and is wedged solid under the underside of the paving slab above it. I asked them to just come and have a look but they say they're not going to do that. It's a tiny job for them but a huge job for me. I suppose I could just wait for a meter reader to come and set matters in motion but it's years since the sent a meter reader. And what if there's a water leak down below?

James Petri ● 1d

If it’s in the pavement and not on your property, it’s not your responsibility- you (or the people who owned your property when the meter was installed) didn’t put the water meter in did you?

Andrew Jones ● 1d

Thanks everyone for all your useful answers.Perhaps I should be clearer: it is the tubing surrounding the meter that needs repairing (the meter may or may not need repairing as I cannot see it). The tubing has fallen over to one side and has wedged at an angle so that the meter cannot be read, or even seen. Nothing I read about anywhere, even ofwat, make reference to the maintenance of the tubing. I don't really trust Thames Water to have a sensible and meaningful discussion so I suppose ofwat might help...I'm still up for further help from you guys. Thanks

James Petri ● 1d

Perhaps OFWAT could offer advice.

Keith Iddon ● 1d

Yes, if it's on your property then it's your responsibility.

Andrew Jones ● 1d

If it's not on your property it is their problem. They're not expecting you to read from there, surely.

Mark Frost ● 1d

I'm really surprised to hear that, especially after reading this:https://www.ofwat.gov.uk/wp-content/uploads/2015/11/prs_lft_101117meters.pdfMight be worth getting them to confirm what they've told you in writing, after all it's not you who owns the meter, it's their meter.Might even be worth ringing another water company to see if they give the same answer.

Andrew Jones ● 1d

I've rung them and they say it's the responsibility of the owner to make the meter readable.

James Petri ● 1d

If its a thames water meter then its thames water

Julian Pavey ● 1d

I would assume that as it's located on the pavement (outside the boundary of your property presumably) it would be Thames Water if you are in London.https://www.thameswater.co.uk/help/water-meters/answering-water-meter-questionsThere is a link to contact them on the webpage

Andrew Jones ● 2d

Well if you can’t read the meter, neither can the Thames Water meter reader. You should phone them to rectify the problem.

Steve Taylor ● 2d