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| Version 2 | Version 3 |
|---|---|
| Thames Water billed London pensioner for 1m cups of tea | |
| (about 1 hour later) | |
| Estelle Mendoza used to work for the Ministry of Food, which was set up in WWII | Estelle Mendoza used to work for the Ministry of Food, which was set up in WWII |
| A bedridden 98-year-old woman was sent a water bill which said she had consumed the equivalent of one million cups of tea in six months. | A bedridden 98-year-old woman was sent a water bill which said she had consumed the equivalent of one million cups of tea in six months. |
| Estelle Mendoza's monthly Thames Water charge increased from £33 to £215 after the supplier suggested she had used 255 megalitres of water. | Estelle Mendoza's monthly Thames Water charge increased from £33 to £215 after the supplier suggested she had used 255 megalitres of water. |
| Her son Lawrence, 68, branded the treatment of his mother, who has lived in her Gants Hill home in east London since 1948, "disgusting". | Her son Lawrence, 68, branded the treatment of his mother, who has lived in her Gants Hill home in east London since 1948, "disgusting". |
| Thames Water has apologised. | Thames Water has apologised. |
| The sharp rise in smart meter readings was due to a leak but Mr Mendoza said it took months for the water company to act. | The sharp rise in smart meter readings was due to a leak but Mr Mendoza said it took months for the water company to act. |
| Mrs Mendoza, is considered a vulnerable customer because she has dementia and requires round-the-clock care. | |
| Letters seen by the BBC show the annual bill from Thames Water could total up to £3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. | Letters seen by the BBC show the annual bill from Thames Water could total up to £3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. |
| Thames Water hosepipe ban extended despite rain | Thames Water hosepipe ban extended despite rain |
| Customers let down over London's summer flooding | Customers let down over London's summer flooding |
| Family tells of trauma after sewage destroys flat | Family tells of trauma after sewage destroys flat |
| An average person uses 152 litres of water a day, with an average annual charge for water and sewage of £408 according to WaterUK. | |
| Because her son had power of attorney, he noticed the huge payment leaving his mother's account and cancelled the direct debit. | Because her son had power of attorney, he noticed the huge payment leaving his mother's account and cancelled the direct debit. |
| Mr Mendoza, who works as an accountant, spotted that the figures didn't add up. | Mr Mendoza, who works as an accountant, spotted that the figures didn't add up. |
| He said: "The treatment from them is appalling. They [Thames Water] tell us water is a valuable commodity and they couldn't give a damn. | He said: "The treatment from them is appalling. They [Thames Water] tell us water is a valuable commodity and they couldn't give a damn. |
| "There is absolutely no care or consideration given to their customers. I cannot believe this is the exception to the rule." | "There is absolutely no care or consideration given to their customers. I cannot believe this is the exception to the rule." |
| Lawrence Mendoza says Thames Water should have acted sooner | Lawrence Mendoza says Thames Water should have acted sooner |
| After cancelling the direct debit, it was suggested that his mother's credit rating could be affected if payment was not made. | After cancelling the direct debit, it was suggested that his mother's credit rating could be affected if payment was not made. |
| The Ongar town councillor said: "My message to Thames Water would be, look after the vulnerable who can't look after themselves. | The Ongar town councillor said: "My message to Thames Water would be, look after the vulnerable who can't look after themselves. |
| "Even the people in the complaints department have said it's disgusting. | "Even the people in the complaints department have said it's disgusting. |
| "I cannot understand why they are unable to act when they have a smart meter telling them there's a problem." | "I cannot understand why they are unable to act when they have a smart meter telling them there's a problem." |
| Mr Mendoza added: "If she didn't have me, Thames Water would have continued billing at £215 a month and not done anything." | Mr Mendoza added: "If she didn't have me, Thames Water would have continued billing at £215 a month and not done anything." |
| Thames Water apologised for Mrs Mendoza's experience and any distress caused. | Thames Water apologised for Mrs Mendoza's experience and any distress caused. |
| A spokesperson said: "Taking care of customers who need additional support and delivering brilliant customer service is one of our biggest priorities. | A spokesperson said: "Taking care of customers who need additional support and delivering brilliant customer service is one of our biggest priorities. |
| "Our team are aware of her case and have escalated it to ensure we visit and investigate and, if possible, repair the leak on her property. Once the leak is repaired, we will compare normal water use and provide a revised bill." | "Our team are aware of her case and have escalated it to ensure we visit and investigate and, if possible, repair the leak on her property. Once the leak is repaired, we will compare normal water use and provide a revised bill." |
| The supplier highlighted that smart meters only charge for water used, which should lead to lower bills. Meters could also indicate a leak at a property, as there "would be a continuous flow even at times where we wouldn't expect to see any water being used", they added. | The supplier highlighted that smart meters only charge for water used, which should lead to lower bills. Meters could also indicate a leak at a property, as there "would be a continuous flow even at times where we wouldn't expect to see any water being used", they added. |
| Follow BBC London on Facebook, Twitter and Instagram. Send your story ideas to hellobbclondon@bbc.co.uk | Follow BBC London on Facebook, Twitter and Instagram. Send your story ideas to hellobbclondon@bbc.co.uk |