Dear Sir/Madam
I have become deeply concerned that the information about charges I receive as a customer may be misleading and not properly representative of what my bill payment money is actually being used for.
You used to provide a breakdown such as this infographic on our bills which indicated the amount spent on debt servicing as a percentage of income from bill payers. In 2024/25 you claimed it was 3% although there were widespread reports in press and from researchers that the figure was more like 35%.
My latest bills give no information whatsoever on amounts spent on debt servicing and Thames Water is hurtling towards insolvency
Please account for your figure of 3% in the pound your 2024/25 bills claimed to be spent on ‘our lenders’ and clarify what that figure is for the 2025 to 2030 billing determination.
Please also clarify what proportion of your income from bill-payers the following costs represent.
- the professional fees associated with the high risk restructuring plans you are engaged in such as disbursements to financial advisors and legal fees.
- the professional fees associated with reducing liabilities for regulatory breaches
- the amount of our money that will be used to top up your struggling pension fund
- the Ofwat fines for which you are liable for dumping sewage and paying out unapproved dividends
- the payment of above inflation salary increases and golden handshakes to senior staff and directors of the company.
I would note that while my query about my bill is outstanding, you should not pursue me for payment. I will assume therefor that my account will be on hold until I receive a satisfactory answer to my query.
YOUR NAME, CUSTOMER NUMBER AND ADDRESS