Are you having issues with Thames Water Service and looking for Money Saving Advice, Service Comparisons, Resolving Issues and Frequently Asked Questions?
Thames Water are the UK's largest water and wastewater service provider, serving 15 million customers and generating 9 million clean water customers in London and the Thames Valley. An average 2,600m litres of drinking water is supplied by Thames Water per day and the organisation maintains and operates 102 water treatment works, 26 raw water reservoirs, 288 pumping stations and 235 clean water service reservoirs.
Thames Water support clients with...Engineer visits
Handling and responding to customer call outs with face to face interations at a site or premise.
Meter readings
Dealing with customers over the phone and face to face interactions at a site or premise
Appointments
If we need to meet you at your home, we’ll agree a morning or afternoon appointment with you. In some cases, you may be able to request an appointment within a two-hour time period. If we need to cancel or reschedule, we’ll give you at least 24 hours’ notice.
If we don’t meet this standard, we’ll automatically credit your Thames Water account with £50 within 10 working days.
Bill or payment enquiries
If you write to us with a question about the accuracy of your bill or account, we’ll reply within 10 working days from the date we receive your letter or email.If you ask us to change the way you pay, for example paying by instalments, and we’re unable to agree to the request, we’ll reply within five working days from the date we receive your letter or email.
If we don’t, we’ll automatically credit your Thames Water account with £20 within 10 working days.Enquiries about water and wastewater servicesIf you write to us with a question about the water or wastewater services to your home, we’ll reply within 10 working days from the date we receive your letter or email.If we don’t, we’ll automatically credit your Thames Water account with £20 within 10 working days.
Complaints about Thames Water services
If you write to complain about the services we provide for you, we’ll reply within 10 working days from the date we receive your letter or email.If we don’t, we’ll automatically credit your Thames Water account with £20 within 10 working days.
Planned work on our network
We’ll give you at least 48 hours’ notice if we plan to turn your water off for more than four hours. We’ll also tell you when we expect to turn your water back on.If we don’t, we’ll automatically credit your Thames Water account with £30 in 20 working days.
Interruptions to your supply
If your water supply turns off unexpectedly, such as following a burst water main, we’ll always aim to have your supply back to normal within 12 hours.If we don’t, we’ll automatically credit your Thames Water account with £30. If there are additional delays then we’ll pay an additional £30 for every further 12-hour period that the water remains turned off. We’ll automatically credit your Thames Water account within 20 working days.
Water pressure
At the point where our water leaves our pipes and enters your property, we aim to provide a minimum pressure of ten metres static head in the pipework serving your property.
If your pressure dropped lower than seven metres static head for at least one hour on two separate occasions within a 28-day period, we’ll pay you £30. You can check this by turning your cold kitchen tap all the way on and time how long it takes to and fill the one-litre jug with water, it should take around seven seconds.If we’re aware you’ve been affected by low pressure we’ll make these payments automatically within 20 working days.
Payment for loss of pressure is payable only once between 1 April and 31 March. If your loss of pressure relates to essential work on our pipes or a drought, we may not be able to pay you. We’ll look at your case and let you know as soon as we can.
Water quality
If there’s a problem with the quality of the tap water that we supply to you, we’ll do everything we can to fix it as quickly as possible. We’ll also put a ‘restriction of use’ notice through your door if you need to stop using your water temporarily.
We’ll automatically credit your Thames Water account with £30 within 20 working days.
Sewer flooding
Flooding from a sewer is one of the worst things that can happen to your home. We’ve outlined our payments below. We also recommend that you contact your insurers so they can help you too.
In the home
Flooding inside your property is especially distressing. Each time we’re aware of sewage entering your home, sometimes known as internal flooding, we’ll pay back the cost of your wastewater charges for that year. We’ll automatically credit your Thames Water account if we’ve visited your home after the flooding, but if not you’ll need to make a claim.We’ll pay you a minimum of £150 and a maximum of £1,000. We’ll pay you within 20 working days of the flooding taking place.
Outside of the home
Each time the outside of your property is flooded from a sewer, sometimes known as external flooding, you can claim back half the cost of your wastewater charges for that year. You’ll need to make a claim within three months and provide details of any losses or damages so that we can assess the severity of the flooding.
If you’re eligible we’ll pay you a minimum of £75 and a maximum of £500. We’ll pay you within 20 working days of your claim.
Drought
If your water supply is restricted by an emergency drought order covering:
- Cooking
- Washing
- Drinking
- Flushing the toilet
We’ll automatically compensate you with £10 for each day you’re affected. We’ll pay this within 20 working days.
We will only make this payment if we have not taken all reasonable steps to avoid the drought order.This does not include restrictions on watering the garden, car washing or filling a pool.
Manage your online account
Join 1.4 million customers and set your letterbox free. An online account is always open and easy to use, and you'll save trees with paperless bills.
Set up an account - Why go online?
You can do so much without having to speak to an advisor. Make and manage payments, including Direct Debits, View and download your bills, Update your details and add account holders. In addition, Tell us if you're moving home, Submit meter readings and see your water usage (metered customers)
Tell us you are moving home
We know there’s a lot to think about when you’re moving. The quickest way to let us know is online. If you're an existing customer with an online account, you can log in to let us know you're moving. If you're not sure who your water provider is, you can check by using the Water UK postcode checker.
Paying your bills
Set up a Direct Debit A Direct Debit is a quick and hassle-free way to pay your bill. As payments will leave your account automatically, all you need to do is put your feet up and relax.
Report pollution
If you've seen something like what's described above then please call us on 0800 316 9800. When you call, we’ll ask you: What you saw? When you saw it? Where you saw it (including a postcode, road name or any local landmarks or features) Whether sewage is entering a river or any other watercourse.If the pollution has been caused by a problem with our network, we’ll get it fixed as soon as possible. We report all known pollution incidents to the Environment Agency.
Report a problem
Let us know what type of problem you would like to report from the list below:-
- Sewer flooding
- Pollution
- No water or low pressure
- A leak
- Problem at a Thames Water site
- A blockage
- A broken manhole or lid
Understand your bill
We know it’s important to be sure that your bill is correct. This information will explain how your charges are calculated. How your bill is calculated?
How we calculate your bill will depend on whether you have a water meter. If you’re not sure whether you have one, you can check your bill. If you don’t have a bill to hand, you can find them all in your online account.Select the option below for more information on how your charges are calculated. You can also learn more about what to do if your bill is higher than you expected.
Financial support
We know it can be stressful if your circumstances have changed and you’re struggling to pay your bill, or you’re concerned you might struggle in the future. You can spread the cost of your bill by setting up a Direct Debit.Direct Debit is an easy way to pay your bill. You can set it up and change it quickly and easily online. Setting up a Direct Debit allows for paying in instalments to makes it easier for you to manage your money.
Priority services
If you or someone you know needs a little extra support, perhaps because of their health, disability, age, or if they’re going through a difficult time in their life, we’re here to help through our free Priority Services Register. How we can help - Once someone is signed up, we can make life a little bit easier by:
Making it easier to read your bill - We can provide bills in braille, large print, on a coloured background or read it over the phone.
Contacting someone you trust - You can choose someone you trust to be our point of contact for you in an emergency. You can also ask to have someone with you if we visit.
Setting up a password - We can put extra security measures in place to make you feel as safe as possible if we ever visit. Learn more about protection from bogus callers.
Getting straight through - There’s a dedicated phone number for our priority services customers, where you’ll get straight through to someone.
Monday: 8am - 8pm
Tuesday: 8am - 8pm
Wednesday: 8am - 8pm
Thursday: 8am - 8pm
Friday: 8am - 8pm
Saturday: 8am - 6pm
