it is very difficult to digest how they treat you! Initially it takes forever to talk to someone who really knows something, second they promised a leak allowance would apply, they ask you to give readings within 10 days apart in which I duly did. Once it got to senior billing department, it took 8 weeks, which in fact is the rudest person I have ever come across, she disregards everything that was promised from previous conversation and she points out Thames water are not regulated so they can do whatever they like and don't need to keep promises made. I am speechless as I do not know what to do next!! What hope is there when a senior person says "We are not regulated". Hopeless and shame on you Thames water for the culture you have installed within the company!