An independent review goes beyond explaining what appears on an invoice. It considers whether the available billing, consumption, meter and site information provides reasonable support for the charges.
More than reading the bill
A water retailer can explain the charges shown on an invoice and remains an important part of administering the customer’s account.
An independent review serves a different purpose.
It considers whether the available billing, consumption, meter, market and site information provides reasonable support for the charges being applied.
As expressed in WTR Utilities’ current website positioning:
“We are not here simply to repeat what appears on the bill. We are here to understand how the charges were produced and whether the available evidence supports them.”
What information might be considered?
The exact scope will depend on the organisation, premises and reason for the review.
Relevant information may include:
Bills and account information
Recent and historic bills can help establish:
Which services are charged
Which accounts relate to each site
The periods covered
How consumption has been calculated
Whether charges have changed
Whether adjustments have been applied
Meter information
A review may consider:
Meter serial numbers
Meter sizes or descriptions
Locations
Reading histories
Actual and estimated readings
Meter exchanges
Which supply or area each meter appears to serve
Consumption patterns
Historical consumption may help identify changes, gaps or patterns that require explanation.
The review should not assume that unusual consumption proves leakage or billing error. Seasonal use, operational changes, occupancy and site development may all affect demand.
Site and operational information
Available site plans, drainage information, property records and operational knowledge may help explain how the premises receive and use water.
Facilities staff, caretakers and maintenance personnel can hold practical information that does not appear in the billing records.
Wastewater and drainage services
Where relevant, the review may consider the wastewater, surface water drainage, highway drainage or trade effluent elements appearing in the available information.
The objective is to establish whether the descriptions and records are consistent with what is known about the premises, not to assume that each charge is inappropriate.
Relevant correspondence
Historic correspondence can provide important context, particularly where:
An earlier query was raised
A meter or account was changed
A site alteration was reported
A correction was promised
Different explanations have been provided
An issue remains unresolved
What is the review testing?
At a high level, an independent review may test whether:
Accounts appear to relate to the correct premises
Meter and site information is consistent
Consumption records are understandable
The charged services align with the available information
Historic or operational changes have been reflected
Material anomalies require further enquiry
The organisation has sufficient evidence and visibility
WTR Utilities’ technical governance extends to billing and tariff reviews, metering and consumption analyses, calculations, reports and material technical claims.
What can the outcome be?
An independent review does not have only one successful outcome.
It may result in:
Reassurance
The available evidence may support the charges and provide the organisation with greater confidence.
Better understanding
The organisation may gain clearer visibility of accounts, meters, services and responsibilities.
Further questions
The records may reveal gaps or inconsistencies requiring clarification from a retailer, wholesaler, landlord, managing agent or other party.
Corrective action
Where evidence supports it, further work may be needed to seek a correction, adjustment, rebate or amendment.
No single outcome can be confirmed before the relevant information has been reviewed.
Do we need to know what is wrong first?
No.
An organisation may have:
A specific concern
An unexplained change
Incomplete records
Historic uncertainty
A multi-site visibility problem
A desire for independent assurance
The appropriate first step is to understand the circumstances and decide whether a review would be proportionate.
What happens before a detailed review?
The scope, commercial terms, responsibilities and information requirements should be agreed before substantive review work begins.
How WTR Utilities can help
WTR Utilities works on behalf of the client organisation.
We examine the available evidence, identify reasonable questions and explain our findings in clear language. Where further action is justified and included within the agreed scope, we can help prepare the supporting evidence and communicate with relevant parties.
Our role is not to create unnecessary disputes. It is to help establish the correct position and support a fair, properly evidenced outcome.
Contact WTR Utilities to discuss your organisation, premises and the information currently available.
Important information: This article provides general information about non-household water and wastewater arrangements. Individual accounts, properties and charging arrangements vary. The content should not be treated as confirmation that any particular charge is correct or incorrect, or as legal advice on a lease or property agreement.