Water charge refunds
For many years, we had an arrangement with Affinity Water and Thames Water Utilities where we collected water charges along with rent. This meant that our tenants did not deal directly with the water companies and we handled the billing and collection of payments.
In 2016, a court ruled that landlords with these arrangements were acting as a "water reseller" and were charging tenants a "commission". As a result of that ruling, we paid this money back to all tenants.
All tenants must now deal with their water company directly, just as they do for all other utilities.
If you are a current tenant
In 2021, we wrote to all eligible tenants to inform them about the change and refunded all the "commission" they had paid. This amount was applied to rent accounts automatically. We did not make any payments to tenants' bank accounts.
If you are a former tenant
If you were a tenant with us between 2001 and 2018 and you paid water charges to us with your rent, then you may be entitled to a refund. Please complete the online form (below) to see if you are eligible.
If you are eligible for a refund, and your former rent account is in credit, you will receive the refund directly into your bank account. This may take up to 14 days from receipt of your completed application.
If the account still has rent arrears, in the first instance the credit will be used towards repaying those arrears. Any remaining credit will then be paid to your bank account.
There's more information about paying for your water in our Tenants' Handbook.