Arrears in another tenant’s name (W/2005/123)

Mr M was unable to resolve a dispute about responsibility for outstanding arrears. Until recently, he’d shared an Office of Housing (OOH) property with another tenant chosen by OOH. The water account for the property had been opened by OOH and was in both their names. The other tenant had since left the property and Mr M didn’t know where he was. When Mr M asked that the joint account be closed and an account established in his name only, the water company sought payment of the full arrears of $576.10. He’d offered to pay half the amount owing, but this offer wasn’t accepted.

EWOV’s investigation revealed that the water company had been notified that Mr M’s flatmate had moved out, but it failed to act on this notification. It agreed to withdraw $288.05 (half the amount billed jointly) from the account. This left a balance of $238.65 which Mr M paid.

Account records need to be amended at the time customers call with relevant information. Had this been done, Mr M would have been spared the inconvenience and upset of having to pursue the matter, and the water company would have avoided an EWOV Complaint.