People living in Queen’s Hills in Costessey have been charged surface water fees by Anglian Water for many years. However, when the drains were adopted recently, residents questioned why they had been paying these fees if the drains were not previously adopted. Anglian Water explained that although they do not own all the individual pipes in Queen’s Hills, the surface water from the development eventually flows into their drains, so the charges apply. They have apologized for mistakenly charging customers and are working to issue refunds to all affected households by December. Refunds could amount to over £500 for some residents who have lived on the estate since 2006.
Costessey town and district councillor Gary Blundell expressed his satisfaction with Anglian Water’s decision to refund all affected households for the money taken from the time of occupation until April 2021. He encouraged residents, particularly those on new-build estates, to challenge water companies on any surface water charges, as it is possible that they should not be charged until the works are adopted. While the savings may not be substantial, Blundell emphasized that it is money that did not need to be paid in the first place.
Anglian Water justified their charging system by comparing it to a tree, where they own the trunk but not all the branches. Although they do not own all the pipes in the estate, all water eventually ends up in their system. They have been in contact with all properties affected to explain the situation and how their bills will be adjusted going forward. The company has agreed to refund the cost of surface water fees up to the time they adopted the drains.
Residents of Queen’s Hills have expressed their relief and gratitude towards Anglian Water for rectifying the situation and issuing refunds. The mistaken charges have caused financial strain for some households, and the refunds will provide much-needed relief. The episode has also highlighted the importance of residents questioning utility charges and seeking clarification when discrepancies arise. This serves as a reminder for others living on new-build estates to scrutinize their utility bills to ensure they are not being wrongly charged.
