The customers concerned were not billed for water usage when properties were divided up in to flats and separate bills were not set up.

Some customers in new properties were connected to the water supply without Thames Water being informed and also never received a bill.

The amnesty will mean that customers will not face retrospective charges, unless they do not come forward before the deadline on 3 March. If they fail to come forward, they may face up to six years of back charges.

The amnesty does not apply to customers whose accounts are already in the normal process of being set up, even though they may not yet have received their first bill.

The company says it is the first such amnesty of its kind in the UK water industry. They say they are taking this action because they want their bills to be affordable as possible. In addition, they say they are beginning an audit to get an accurate picture of where water goes in each part of their network.

Thames Water has given out a number for people who think they may be an unbilled customer – 0800 072 3628.

Alison Brown

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