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Btw - we spent ages in phone queues waiting to talk to someone which is a right pain, but it is worth the hassle to get it resolved.

This 100%. We had a similar problem. We were using "allegedly" as much water as 9 flats which is just ludicrous. It was a leak on our property. But talk to them - in a nice way (don't get shirty even though I know that's hard) and you'll be amazed what they can do. We had the leak fixed for...