Langford couple shocked to receive two water bills for newbuild home
A furious Langford couple are paying water bills to two separate companies – and claim the developer didn't clearly explain this.
Newlyweds Michael and Louise Wilkinson moved into Walnut Avenue, Lewin Park, in April, but say they were left shocked to find two letters – one from Anglian Water and one from Independent Water Networks Ltd (IWNL).
Compared to their former home – just two roads across from the new development – Michael says he is now paying £35 extra per month – £420 extra per year.
Developer Crest Nicholson told the Chronicle that it is taking concerns raised by Lewin Park residents “seriously” and reviewing them on “a case-by-case basis”.
Meanwhile, Anglian Water said it “cannot control” how much the NAV (new appointment or variation company) is charging the customers, while IWNL says the dual arrangement is common across England and Wales
But Michael claimed: "This has left us very stressed and upset. This was supposed to be our forever home, and we were supposed to be making the most of life.
"The bill from Anglian Water from our old property was £54 per month. The bills we now receive from Independent Water Networks and Anglian Water now total £89 per month.
"We know of other residents here [in Lewin Park] who say that their water bill has doubled."
The couple claim that during their 'Meet the Builder' meeting – at which they should have been told about water supply – it was not made clear there would be two suppliers.
The property's water comes from IWNL, while Anglian Water is responsible for wastewater services.
In a letter to Michael, which the Chronicle has seen, the customer service director for Crest Nicholson admits that "it may not have been clear from the information provided that Anglian Water is responsible for the removal of wastewater from your property" – "and we apologise for any confusion or concern this may have caused".
Michael said: "I'm a young man, I'm only 38. But if someone elderly was dealing with this, they could have a heart attack. We want to warn other people about this.
"Essentially, Crest Nicholson induced all residents here to enter into a contract without disclosing material information which buyers should be told to make an informed decision."
A Crest Nicholson spokeswoman said: “Crest Nicholson is committed to meeting the standards set out by the New Homes Quality Board, and our teams are fully trained to support customers throughout the home-buying process.
"We take any concerns raised by residents at Lewin Park seriously and review them carefully on a case-by-case basis.”
A spokeswoman for IWNL said that while both companies charge the same for the amount of water use, the standing charge differs.
They said: "As a result, the customer pays less for their water service through IWNL than they would for the equivalent water service from Anglian Water.
"This dual arrangement is common across England and Wales, where many customers receive their water supply from one company and their wastewater services from another. Regardless of whether these services are provided by one company or two, customers are protected by the same industry regulations and service standards."
They added that options are available if customers need financial support.
Anglian Water said it would not expect the overall water/waste bill to be more than it would usually be if Anglian Water were providing both services.