My bedbound mum, 98, was charged with using 90 Olympic size swimming pools worth of water in just 6 months – it’s insane
A BED-bound pensioner was charged for using a staggering 225 million litres of water in just six months.
98-year-old Estelle Mendoza was told by Thames Water she had used the equivalent of more than 90 Olympic size pools of water.
Estelle, who has dementia and requires round-the-clock care, saw her £33 bill skyrocket to £215 without explanation.
The blunder was spotted by her 68-year-old son Lawrence Mendoza, who read the figures from September 2021 to March this year and thought they didn’t add up.
Lawrence complained to the water company about the sharp rise in cost and an investigation revealed it was caused by a leak.
But the water company took months to fix it, and he branded the treatment of his elderly mum “appalling”.
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An average person uses 152 litres of water a day – around 4,500 a month – and would be charged £408 a year, according to WaterUK.
However, Estelle’s whopping water bill would have been the equivalent of more than one million cups of tea.
Lawrence, an accountant, told BBC London: “The treatment from them is appalling.
“Thames Water tell us water is a valuable commodity and they couldn’t give a damn.
“There is absolutely no care or consideration given to their customers. I cannot believe this is the exception to the rule.
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“If she didn’t have me, Thames Water would have continued billing at £215 a month and not done anything.”
Thames Water has since apologised to Mrs Mendoza, who has lived in the property in Gants Hill, east London, since 1948.
A Thames Water spokesperson said: “We’re really sorry for Mrs Mendoza’s experience and would like to apologise for any distress caused.
“Taking care of customers who need additional support and delivering brilliant customer service is one of our biggest priorities, and we’re sorry when we fail to deliver at the first opportunity.
My message to Thames Water would be, look after the vulnerable who can’t look after themselves
Lawrence Mendoza, 68
“Our team are aware of her case and have escalated it to ensure we visit and investigate and, if possible, repair the leak on her property.
“Once the leak is repaired, we will compare normal water use and provide a revised bill.
“We’re determined to do better, and we know there is a long way to go.”
What to do if you have been overcharged on your water bill
If you feel you have been overcharged on your water bill, you may be entitled to compensation.
Water companies are obligated to comply with certain standards set out by industry regulator Ofwat.
Standards they must meet include keeping appointments, maintaining the right water pressure, dealing with interruptions to the supply, and answering complaints.
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This month, thousands of UK households will see their water bills reduced after 11 suppliers were found to be “falling short” of these standards.
The water regulator has ordered the affected water companies to reduce customers’ bills by almost £150million in total, with discounts to be made from April of next year.
The amount that customers will get will vary depending on how much each company has been ordered to reduce bills by, and the number of households each supplier provides.