Insights

A treasurer of a small Methodist church in Cheshire has reported a distressing situation involving Water Plus, the water supplier, which has led to debt collectors pursuing her 84-year-old mother for a £500 bill. The treasurer, who has been trying to resolve the issue for several months, initially contacted Water Plus in April regarding an estimated bill of £180, as the church lacked sufficient funds to cover the payment. Due to the church's location, the water meter is inaccessible, and the treasurer requested a reading from the company. Despite multiple attempts to communicate with Water Plus, including six emails and several callback requests, the treasurer received only automated responses. The situation escalated when the unpaid bill was transferred to a debt collection agency, with the account registered in her mother's name, causing significant distress for the elderly woman. The treasurer expressed her frustration and uncertainty about how to proceed. According to the Consumer Council for Water, Water Plus was the worst-performing supplier in the non-household market for customer complaints during the 2021-22 financial year. The irony of the situation lies in the fact that the bill could have been accurately adjusted, as the company takes two readings annually. In response to the complaints, Water Plus has issued an apology, acknowledged the delay, and agreed to cancel additional charges while confirming payment for the water supplied.