Thames Water charge refund | News

We'll be refunding residents any commission we received as part of an historic agreement with Thames Water.

Until October 2018, we collected water charges on behalf of Thames Water. This was common practice for local authorities and housing associations, and as part of this historic agreement, we received a commission for this work.

It was standard practice for Thames Water to calculate the bill, which was then passed on to residents and collected along with rents. Residents paid the same as if they had paid Thames Water directly. 

Following a decision from the Court of Appeal, we now know we unknowingly overcharged residents by the amount of the commission Thames Water paid us.

We will refund the commission payment, including interest, to existing and former residents who paid for their water between 30 September 2016 - 30 September 2018 (when our contract with Thames Water ended). The refund will depend on how long someone has been a THCH resident and how much commission was paid by Thames Water for collecting the charges on its behalf.

We have already written to current residents who are entitled to a refund and your account will already be credited. There are no further actions to take. If we have not written to you or credited your account, but you think you’re entitled to a refund, please contact our customer service team.

If you ended your tenancy before 2016, please contact us. To process claims for former tenants, we require a proof of tenancy (rent reference number) and proof of identity. This is to enable us to protect against fraudulent claims. Thank you.

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