Before 2018, Thames Water paid the council a commission for collecting tenants' Water Rates. We are now passing this commission on to our tenants.
How is the rebate worked out?
The amount refunded will depend on how long someone has been a THH tenant. It will only apply to people who were tenants before December 2017 and the refund will be based on the amount THH was paid by the water companies for collecting the charges on their behalf.
How can I get my rebate?
All Direct Debit payers eligible for a refund have been refunded automatically back into their bank account.
If you are not a Direct Debit payer, the refund credit will be applied to your rent account. If you have rent arrears, the credit will be used to repay those first. If your account is clear or in credit you may wish to claim the amount back.
There are 2 ways to apply for a refund if you are a current Tower Hamlets Homes resident:
- Log in via your MYTHH account and go to the contact us tab and choose contact us > request a service > select reason (Water Refund) – Only press submit once.
- Contact us for a rent refund form to be sent out via email or post – TWREFUNDINFO@THH.ORG.UK
Former tenants will be picked up from April 2022 and onwards.
In order to process claims from former tenants you may be contacted and asked to provide proof of tenancy (rent reference number) and proof of identity. This is to enable us to protect against fraudulent claims.
If there is an issue regarding your Water Rate refund, please email TWREFUNDINFO@THH.ORG.UK, including details of your current address and pay reference, so that we can resolve the issue.