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Apologies, I got confused between the op & your's.

If there are medical conditions involved then I think that there is some sort of 'discount' but I think everyone has to jump through 20 hoops to get it. :(

When was your water meter last read? I read it myself a few months ago as due to covid the bills have been estimated. I had a refund & my DD reduced. As others have said turn off everything inside & see if the meter is ticking over.