Overview
The complainant (Mrs C) was dissatisfied with Business Stream's decision to charge for water and waste water services for a commercial premises in the grounds of her home. She contended that the premises had no water supply of its own and that all water used was already paid for through the Council Tax bill for the domestic property.
Specific complaints and conclusions
The complaints which have been investigated are that Business Stream:
- unreasonably charged non-domestic water and sewerage rates on Mr and Mrs C's business despite their having no water or sewerage facilities in the business (upheld); and
- failed to provide a reasonable explanation for their actions (upheld).
Redress and recommendations
The Ombudsman recommends that Business Stream:
- apologise to Mr and Mrs C for inappropriately applying water charges at the Premises;
- ensure that Mr and Mrs C's account is closed and all charges cleared in line with Scottish Water's offer; and
- take steps to ensure that the accuracy of information provided by third parties is tested and challenged where necessary before forwarding it to their customers.
Business Stream have accepted the recommendations and will act on them accordingly.