It's a no from the Consumer Council for Water...

Good Afternoon Mr Miller,

I hope this email finds you well. I am sorry for the delay with responding unfortunately I have been in and out of work due to unforeseen circumstances.

I have noticed that Thames Water responded to you complaint on 17.11.20 and confirmed their final position.

As we discussed over the telephone, CCW could most definitely challenge Thames Water regarding their customer charter and CGS payments to ensure that if any payments are due they be applied to the relevant accounts. CCW escalated your complaint in which Thames Water had been asked to complete a full review.

Thames Water relevant departments have reviewed this matter thoroughly to ensure that they have followed their company’s policies and procedures correctly.

Thames Water have advised that CGS is not due in this instance and no payments will be made for the flooding of the communal area.

I know this response will be disappointing although please rest assured I have challenged Thames Water where possible.

Next steps

However, if you are not happy with the resolution to your case, you may wish to take your case to the Water Redress Scheme (WATRS). You have up to six months from the date of this letter to submit a signed application to the scheme.

WATRS is a free and independent dispute resolution scheme that customers can use to obtain a final decision in a dispute with a water or sewerage company if they are not satisfied after CCW’s involvement. WATRS aims to make a decision about a case within 25 working days of an application being accepted. If you choose to accept its decision this will be binding on Thames Water.

For more information, please see WATRS' factsheet, here: https://www.ccwater.org.uk/wp-content/uploads/2019/09/Watrs-factsheet-for-household-customers.pdf

You can apply directly to WATRS, using the application form on its website or if you would like I can start the process for you. If you would like me to do this please let me know within the next month.

Your CCW file will now be closed.

If you would like to discuss this further or you believe that Thames Water have not addressed your complaint fully, please feel free to come back to CCW and we can see if we can be of further assistance.

Kind Regards

Lindsey Williams

Senior Customer Caseworker
CCW
Tel : 02920 443807
C/o Victoria Square House, Victoria Square, Birmingham, B2 4AJ
Visit our website: www.ccwater.org.uk
Follow us @CCWvoice

Dear Lindsey William,

Does the Consumer Council for Water exist to perform any other function
than to accept the Final Position that Thames Water can come up with?

A position which has now changed from "you don't have to the authority to ask the question"
to "it never happened"
and "you can't prove it happened" to
"it did happen but we don't think it cost anything substantial"
Well, it cost us £500.

If Thames Water's position that the leaseholders cannot be compensated
because they own the land collectively through a Company is a valid one
does this mean that no one living in any communal property
can obtain any statutory automatic compensation from a water company
for a sewage leak? for that is the ultimate hypothesis of their Final Position?

Thank you

Anthony Miller