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I cannot update my original review since it has gone over the max word count, hence adding a new one

I cannot update my original review since it has gone over the max word count, hence adding a new one.

The latest situation that needs attending from CET is as follows:

Hi Kayleigh,

Thank you for your response.

I would appreciate a more empathetic approach in handling this matter. Simply repeating internal guidelines does not resolve the issues I have raised, nor does it address the dissatisfaction I am experiencing as your customer.

While I understand the next steps you outlined, I am not satisfied with the outcome, and I would like to continue our correspondence on this platform so that there is a clear record of our communication. From my perspective, the situation feels deeply unfair — being charged without receiving the service I requested. For that reason, I do not consider this case closed.

To reiterate, I would like you to address the following points:

- Timeline of events: I first made my request on 4 December, yet I did not receive a quote until around 17 March. I would like an explanation for this delay. Is this the standard timeframe you expect customers to accept?

- Breakdown of the quote: You mentioned that the information you have is what was provided by your customer-to-pay department. However, I am requesting a detailed, line‑by‑line breakdown of the quote. This must be available somewhere internally, as the team would have needed such information to arrive at a figure of approximately £3,400.

- Refund request: I am requesting a full refund for the amount I paid. The first inspection was not carried out properly. The second team who visited on 12 February were far more thorough and professional, and I appreciated their efforts. I would be willing to pay for that second inspection, but it does not justify the amount you are trying to charge me, especially given that no work has been completed after four months.

- Fairness and customer treatment: I am simply asking to be treated fairly. No reasonable person would be content to hand over their hard‑earned money when no work has been done, especially after such a long delay. I hope you can understand how distressing and frustrating this experience has been. It has taken a toll on my wellbeing, and I would appreciate a more considerate and constructive approach from you and your colleagues.

As requested, I have attached the latest water bill.

Regards,
Account or service reference : HE-1105306

RES11133342
Original complaint date: 27/01/2026
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Good morning,

Thank your for your message.

As previously stated the outcome is final.

The quote sent is the only information in relation to your quote on file and its how they are calculated by the team. When I have queried this with customer to pay department this is what they advised to send to you.

Please refer to the next steps if your are unhappy with the outcome.

Kind regards,
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Dear Kayleigh,

Thank you for your response.

From my perspective, this matter is not yet concluded. In your previous letter, you advised me to either call the number provided or email your customer service team. I do not wish to communicate by phone, as I want all correspondence to remain in writing. Regarding your suggestion to email separately, could you please explain what difference it makes to continue the conversation here, and why this platform cannot be used to address my complaint?

So, I will ask again:

--- Although you have acknowledged failings and offered £150.00 in compensation, this does not address the core issue. The amount offered is significantly lower than what I paid for work that was never carried out. Please explain how you arrived at the figure of £150.00, and on what basis CET believes it is appropriate to retain the remaining £474.00—more than three times the compensation—despite no service being provided.

You stated:

“We do not provide exact accounts of where the contractor was but we do admit our wrong doing and have upheld the complaint and offered compensation for the delays. Feedback has also been provided to our Regional Network Manager in relation to the delays.”

--- You pasted what was previously advised but a breakdown of the original quote is yet to be given. I have previously asked for this information, and it has still not been provided. Please supply a full line‑by‑line breakdown so that I can compare your quote with those from other contractors.

--- May I also ask you directly: if you were in my position, would you consider it reasonable to pay any amount—let alone £474.00—for the level of service I have (or more accurately, have not) received from CET?

--- I can provide statements from Thames Water, which I will attach in my next email for your review.

Yours sincerely,
**

Date of experience: Apr 01, 2026