Water leak problem

[Noddy14]

Hello

Our water connection has developed a leak. It is between the meter and the property.

However, a leak detection company identified the location as being on the public footpath.
So, we think it is the responsibility of Thames Water to fix. We contacted Thames Water 10 weeks ago but nothing has been done.

The problem we have is that we buy our water from Castle Water and they are not interested that we have a leak.
They have told us to sort it out with Thames Water.

Our water bill stands at nearly £2K and Castle Water wants this to be paid. They have said once the leak is fixed we can apply for a leak allowance.

Now, my first question is this. Our contract is with Castle Water, so why is it up to us to run around trying to persuade Thames Water to fix the leak?

Secondly, Castle Water have said that if our leak allowance application is accepted they will credit our account but not refund the monies paid. Our normal water
usage amounts to only around £15 per month, so using up a credit of around £2K will take us years. Surely this is not fair. Can we oblige Castle Water to give us a refund?

Thanks!

[EnglandPi]

Castle water are a water retailer, they supply your water but are not responsible for the infrastructure which is owned and maintained by Thames water. therefore it is for Thames water to fix your leak.

You should contact Thames water (the wholesaler) telling them they have fourteen days to fix the leak otherwise you will employ the services of a private contractor to fix the leak and send them the bill.

I would also write to Castle Water telling them payment is being witheld until the leak is fixed because their water is being wasted due to no fault of your own.

You may also be able to complain to OFWAT, the water industry regulator in England and Wales. but only about certain things. You should approach CCWater first as they will normally be able to deal with complaints more quickly. If appropriate, CCWater will help you refer the complaint to OFWAT.

[Noddy14]

Castle water are a water retailer, they supply your water but are not responsible for the infrastructure which is owned and maintained by Thames water. therefore it is for Thames water to fix your leak.

Thank you EnglandPI for your comment but it doesn't really answer either of my two questions.