Thames Water charge refunds | Latest news

Thames Water charge refunds

Like many councils and housing associations, EastendHomes used to collect water charges on behalf of Thames Water.

In October 2020 the Court of Appeal decided that this type of contract meant that the landlords were ‘water resellers’.

Our contract with Thames Water changed in June 2017 so commission was not earned, and ended in April 2020 so tenants now pay for their water direct. What this means for EastendHomes tenants is that some may be eligible for a refund of the commission which EastendHomes earned before June 2017, plus interest.

Am I entitled to a refund?

You may be, if you were an EastendHomes tenant who paid water charges with their rent during the relevant period, and the charge was more than what EastendHomes should have charged. Some tenants were charged less than the Thames Water charges during this period.

How is the refund calculated?

From the date you make a claim, EastendHomes will:

  • calculate the income it earned on the charges you paid
  • deduct an allowed admin fee of 1.5p a day for the period you paid
  • add 1% interest

The period EastendHomes will consider starts on the day you make your claim and goes back six years. This is because of the legal statute of limitations on claims.

How can I claim a refund?

Email your details to

How will the refund be paid?

The amount will be credited to your rent account. 

Why Isn’t EastendHomes refunding all the income it earned?

All of our income is invested in housing and community services, and building new homes and facilities.  EastendHomes has therefore decided it will refund in line with the statute of limitation on claims.  That means from the date of the claim going back 6 years.

When you visit this site we place a cookie on your computer to improve how this website works. You can at any time read our cookie policy for more information on how they are used. Otherwise, we will assume that you're OK to continue.

Change cookie settings: