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 ● 476d29 Comments

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 ● 476d

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 ● 475d

If its a thames water meter then its thames water

Julian Pavey ● 475d

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

James Petri ● 475d

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 ● 475d

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

Mark Frost ● 475d

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

Andrew Jones ● 475d

Perhaps OFWAT could offer advice.

Keith Iddon ● 475d

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 ● 475d

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 ● 475d

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 ● 475d

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 ● 475d

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

Janice Evans ● 475d

“ 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 ● 475d

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 ● 475d

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 ● 475d

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

James Petri ● 475d

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 ● 475d

Good luck James.

Keith Iddon ● 475d

Let us know nhow you get on.

Keith Iddon ● 475d

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

James Petri ● 475d

“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 ● 475d

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 ● 474d

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

Steve Taylor ● 474d

Progress as requested: Ofwat: Contact Us gives 2 options: Freedom of Information Requests, and Publications, neither seem suitable, I choose the former. Important point: Ofwat is not the first port of call for water complaints, it's the last. First is CCW. Very oddly there is nowhere on their website which says what CCW stands for but I think consumer and water are involved. A real person answers the phone and a commonsense and easy conversation takes place. Advice is don't discuss further with Thames Water, go straight to complaints. I phone complaints but the endless circle of the departments begins again, but I'm not put through to complaints. Anyway, after 3hrs 6 minutes in total just for that one day, TW agree to send an engineer who will (try to) read the meter and assess the meter and tubing. So pretty good result...so far. Thanks Steve and Keith.

James Petri ● 470d

Good luck,hopefully TW will do the decent thing.Fingers crossed for you.

Keith Iddon ● 470d

I wouldn't bother with Ofwat. They're hopeless like all of these complaints places. I would write to them, an old fashioned letter or email, telling them exactly the problem and that because it's on the pavement you cannot dig up the pavement to solve the problem and so you are actually not be able to send them a reading. Every time they ask for a reading I would phone them and resend the same letter with the date changed. As long as you're in dialogue with them, they won't cut you off and legally, they're not allowed to even if you don't pay. I once didn't pay water for over a year  because of a dispute with my water bill. Long story short they had my bill incorrectly listed as a house instead of a flat, I refused to pay until they sorted it out, after Ofwat were no help. They suggested a meter. I agreed. They put a meter on next door's house and tried to charge me for that (sigh). Then they realised I couldn't have a meter as I had a shared supply and in the end put me on a low user rate. I didn't pay for a year and a half's worth of water and had water the entire time. You have to be persistent with them. They will try everything to fob you off but stick to your guns. Just keep on telling them you cannot read the meter and obviously cannot dig up the pavement which is what's required to give them a reading. They will eventually come out and fix it. It took me cancelling my direct debit to force them to actually do something. As long as you're paying a direct debit they will do nothing. Once you stop paying, they will start listening. Good luck, they're a hideous company to deal with but the people on the phone are usually pleasant enough.

Tania Bapuji ● 469d

I love Thames Water in that they have written to me with gallons of apologies with the way they have treated me.  Some of you have asked me to keep you up to date with progress about me asking TW to mend my water meter. Today I have received 2 letters from them asking me to arrange an appointment. I have been trying to do this for months and have achieved 4 visits; and the result of all 4 visits is that they will make repairs.  But at no point in the 4 visits has it been arranged to actually make these repairs.  They want to do so and I'm utterly certain that they would agree with me. But for some reason, unknown to me, they can't actually make the repairs.  They apologise profusely for that situation. The progress from that is that today I received 2 letters both dated 1st May 2025 asking me to contact them within 14 days...they do not say when from.  The big picture is that this is such a simple matter, but they cannot grasp hold of that and seem determined that it is exceptionally complex.  It is like having people argue against you when you are agreeing with them...ones brains are boiled to a frazzle. I am only sounding off, no replies needed other than those commiserating with me.

James Petri ● 259d

I haven't read all the replies and maybe someone has mentioned this but I think I am right in saying TW don't need to read the actual meter as a signal is sent from the unit to TW.A few months ago I spoke to a person from TW who was poking about the meter outside. He told me the unit that sent the reading had failed and physical inspections were needed. Not just mine but the.whole street.He also said the meters we are not fit for purpose. "Chinese crap" apparently.Have you neighbours had building work done I wonder?  I am forever on their case when they use the road and pavement to mix cement etc.

Adrian Irving ● 259d