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Thames Water Waives £2,000 Billing Errors Amid Criticism

3/18/2026

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Summary

Story summary

Thames Water faced criticism for billing errors after a direct debit mistake caused a £2,000 charge in 2020.
The company admitted the error and agreed to waive charges from April 2020 to March 2026.
It can back-bill household customers for up to six years.
A customer on a £160 monthly unmetered tariff with a working smart meter was switched to a metered tariff after intervention.

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Story summary

Thames Water faced criticism for billing errors after a direct debit mistake caused a £2,000 charge in 2020.
The company admitted the error and agreed to waive charges from April 2020 to March 2026.
It can back-bill household customers for up to six years.
A customer on a £160 monthly unmetered tariff with a working smart meter was switched to a metered tariff after intervention.