Background

Motor Parts Direct Limited, a leading automotive parts supplier, received an unexpectedly high water bill, prompting an investigation into the cause of the increased consumption. Despite several discussions with both the water wholesaler and retailer, there was no clear explanation for the abnormal usage, leaving the business facing a significant financial burden and an unresolved dispute.

Faced Challenges 

The client faced a significantly inflated water bill, with charges reaching £43,666.91. Despite initial discussions with the water wholesaler and retailer, there was no clear evidence linking external works to excess usage. This left the client in a difficult position with abnormal consumption levels acknowledged but no accountability accepted. The dispute created a prolonged stalemate, causing delays and uncertainty for the business. 

Our Solution 

CES managed the dispute on behalf of the client by: 

• Reviewing abnormal usage patterns and comparing them against historical consumption data. 

• Building a detailed case to challenge the charges and completing a Water leak allowance claim. 

• Escalating the matter through the retailer’s complaint procedure. 

• Taking the case directly to the wholesaler when the retailer reached a position of deadlock. 

• Securing acknowledgement that consumption levels were highly irregular, leading to the approval of a sewerage allowance. 

Outcome 

Despite the challenges, CES successfully secured £20,292.18 in credits, representing a 46.5% saving for Haverhill. As a result, the outstanding balance was reduced from £43,666.91 to £23,374.73. This outcome not only resolved the long-standing dispute but also delivered significant financial relief for the client, demonstrating CES’s persistence and expertise in managing complex utility challenges.