L&Q invites former residents to apply for refund on historic overpaid Thames Water charges

8,300 L&Q residents have now received repayments from overpaid water charges, and applications from former tenants are now open to apply for the same refund.

Since December 2021, L&Q has successfully issued around 8,300 refunds to  current residents for overpaid water charges, that arose during the time we had an agreement with Thames Water to collect water charges on their behalf. We are now rolling out the second phase of the refunds and invite refund applications from all former tenants who might have been affected.

The agreement with Thames Water came about after L&Q acquired homes previously managed by local authorities. After acquiring these homes, we took on agreements with Thames Water for how water charges were calculated.

The reason for the overpaid water charges was down to discounts and commissions from Thames Water not being passed onto residents in terms of lower water charges. This was standard practice across social housing providers at the time. The discounts Thames Water offered L&Q were for empty properties and a small commission for the costs of collection and the risk of debt where bills were unpaid.

Since 2021 L&Q decided to refund current and former residents who overpaid during this period with interest, starting with current residents. Read more about the historic agreement.

Former residents may be eligible for a Thames Water refund if you lived in one of our homes in the following boroughs before the end of September 2019:

• Bexley
• Enfield
• Lewisham
• Waltham Forest

Applications are being accepted until 15 May 2024. Please complete the refund request form to start your claim.