Refunds for overpaid water charges

Refunds were credited to Croydon rent accounts in July 2026. We are writing to affected tenants individually to confirm the amount.

If you currently have rent arrears, your refund will automatically be used to reduce the balance on your account.

If your rent account remains more than 6 weeks in credit after the refund has been applied, you can request that the credit balance over six weeks is paid into your bank account. To do this, please contact us on waterraterefunds@croydon.gov.uk.

Due to the expected volume of enquiries and refund requests, it may take longer than usual for us to process and respond.

Where an account is in credit, we will normally retain a balance equivalent to 6 weeks' rent to help tenants manage future rent payments. 

Please continue to pay your normal rent and any agreed payments towards your remaining arrears.

Background to the overpayment

Like many London councils, we had a longstanding agreement with Thames Water for the supply of water to council properties. Under this agreement, Croydon collected water charges on behalf of Thames Water and received an administration fee for providing this service.

In 2016, a court case involving Southwark Council challenged the inclusion of this administration fee. The court ruled that, by collecting water charges, the council was acting as a water reseller and should not have applied the additional charge.

This decision was subsequently challenged by Kingston Council in 2020. The court upheld the original ruling.
As a result of these decisions, the administration charge has been deemed an overcharge and Croydon Council has been refunding affected residents.

We are aware that some cost recovery companies are approaching residents and offering to claim refunds on their behalf in return for a commission fee. You do not need to use a claims management or cost recovery company to receive a refund. If you are eligible, Croydon Council will process your refund directly.

To ensure residents receive the full value of any refund, we have decided to automatically credit the rent accounts of tenants who paid the administration charge.

Due to the expected volume of enquiries and refund requests, it may take longer than usual for us to process and respond.

If you are no longer a Croydon tenant

If you were a Croydon tenant between 1 April 2004 and 31 March 2016, you may be eligible for a refund.
If you believe you are entitled to a refund and have not been contacted, please email us: waterraterefunds@croydon.gov.uk.

You should include your name, address, tenancy start and end dates.