Summary of case
We investigated a complaint we received about the charge levied by Southern Water for making a new water supply connection to a residential premises, to determine whether the expenses incurred in making the connection under Section 45 of the Water Industry Act 1991 were reasonable. We concluded that Southern Water should refund the Complainant the sum of £1,209.81 (plus interest).
Wider lessons for companies and customers
- We reiterate that we do not find it reasonable for companies to charge multiple management and administration fees, beyond that charged in the initial application fee.
10 November 2015
15 June 2016
Section 45 of the Water Industry Act 1991
Relevant Ofwat guidance
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