A couple in Wales were mistakenly billed £12,000 by two water companies for a leak that did not exist, sparking a four-year debt collection ordeal they described as “torture.” Anna Pearce, 44, and her husband Andrew, 45, received a £7,000 bill from Southern Water (SW) and a £5,000 bill from Sutton and East Surrey Water (SES Water) in 2018 after moving into their home in Cowden, Kent, though they have since moved to West Sussex. SW engineers repeatedly searched for a leak at their property, only for Anna to discover in 2019 that the bill was related to a nearby water plant’s meter, which was located on their driveway.
After resolving the issue with SES Water, SW continued pursuing the £7,644.90 bill, even sending debt collectors to their door, which Anna described as “terrifying.” Despite being informed that they did not owe the money, the couple faced ongoing harassment for payment. Anna’s stress culminated in a hospital visit with Covid pneumonia and a pulmonary embolism, believed to be triggered by the ordeal.
In response to the situation, SW apologised, waived the wastewater charges, and eventually closed the case in July 2022. Anna, a property investor, shared her story on social media, garnering 1.5 million views, to raise awareness and prevent others from enduring a similar experience. She emphasised the importance of speaking up and seeking assistance from regulatory bodies if faced with unjust treatment by utility companies.
Both SW and SES Water expressed regret over the confusion and stated their commitment to fair billing practices and customer support. Anna’s determination to seek justice and closure serves as a cautionary tale for consumers navigating disputes with service providers.