Contact Details
Thames Water Utilities Ltd
PO Box 286
Swindon
SN38 2RA
Contact Information
- Website www.thameswater.co.uk
- Email customerservices@thameswater.co.uk
- Bill or Account Enquiries 0845 9200 888
- Water Supply or Wastewater Services 0845 9200 800
- Minicom 0845 7200 898/9
- Leakline 0800 714 614
Customer services are open from 8am - 7pm on Monday to Friday and 8am - 1pm on Saturday.
General Information
Thames Water is the largest UK water company, covering an area of 5000sq miles across London and the Thames Valley. 8 million people are supplied drinking water from 20,000 miles of water mains treated at 100 water treatment works.
Sewerage services are also provided to 13 million people in the Thames Water area with a network of 351 sewerage treatment works and 40,000 miles of sewers.
- Water and Sewerage company
- 99.91% of water quality tests carried out in 2003 complied with water supply regulations.
Customer Services
Thames Water are committed to providing a high level of service to it's customers. They have a policy to ensure appointments are met, complaints and billing enquiries are dealt with and that customers are informed properly about any interruptions or supply problems. Compensation is offered if they fail to meet certain standards.
Special Services
Watercare service for the elderly and disabled includes:
- Minicom, fax, typetalk and sign language.
- Large print and Braille bills and literature available.
- Talking bill service - telephone before bill is sent to give details.
- Bills emailed to customers using Screen Reading Software.
- Nominated friend or family member to deal with your bill.
- Registration system for people needing priority notification of supply interruption and extra support during emergencies. (eg Dialysis patients)
Comments
NB: We have no connection with the water companies, if you have a specific enquiry relating to your service, please contact the company direct.
Just terrible service.
Posted by John Moore, 10th October 2009Since October 2008 my water bill has gone up by 68%. Thames water wanted to increase my direct debit from £7 to £20. Tried phoning but after 10 minutes of button pressing gave up. Emailed them saying I was prepared to pay £14 a month they sent me a payment book for £7 a month. Wrote a letter asking to pay £14 a month they put my direct debit back to £20... they are obliviously illiterate and offer no service at all... Thank you for letting me air my views as I am completely wound up. I feel that I would get more response if I flushed a letter down the toilet!
Posted by Barry Lloyd Hanks, 24th June 2009You must know a completely different Thames to me as I know they are committed to providing their customers with the best. People take water for granted in this country and have no idea of the cost and manpower involved in making it work. Thames Water DOES care about its customers, it does agonise over how to improve services and it certainly does not over charge.
Posted by Diana Sholl, 23rd June 2009As for the comments about a civislised society should not have to pay for water, well if you want your water straight from the sky go ahead but refining it to drink costs money, pipes cost huge amounts of money and so on.
Direct Debit fiasco:
Posted by Gerry Popplestone, 22nd June 2009I changed my bank in June 2008 and it has taken Thames Water a year to adjust the direct debit, in spite of being warned twice last June by my previous bank. So much for Thames' Customer Relations - they just deny everything. They are supposed (according to the Guide) to sort it within 10 days or pay the costs. Instead they put my bill in the hands of Debt Collectors who wanted an extra £100 for the privilege!
We have had water coming up in our garden for at least 3 years it looks like mains water. It has been tested by TW and Islington council but neither will give me results. I am convinced it's a broken pipe coming from the flats behind and it looks like clean drinking water but no one will take responsibility. The whole of our side of the road is affected people are tearing their hair out. Does anyone have an idea how we can tell where it is coming from one? TW are trying to fob us off saying it's a spring!
Posted by Amanda Davis, 19th June 2009BEWARE
Posted by Jo Kennedy, 10th June 2009I have been receiving calls from Thames Water and a debt collecting company on there behalf for over 15 months asking for a lady called Kelly Brewer. I've consistently explained I have never heard of this person, clearly a male and to stop calling me but there campaign against me continues. I have been ignored every time I ask them to delete my personal details from there files and given no explanation as to where they obtained my mobile number. I was receiving calls at a rate of six times each day between 8am and 8pm and on weekends at times. Often the calls were cold or silent. I contacted trading standards on grounds of harassment, but was told they operated within these rules though they are required by law to update there files. I asked for my details to be removed from there file many months ago but have started to receive calls from them again. They clearly have not done this. They are not to be trusted!!!
Thames Water simply not answering on my letters. Now I am looking for another living area and I wrote in March 2009 to change my year water bill for 4 three-months (quarter) ones. But after I received one year bill without any explanation. OK, I paid for half of the year and wrote again. Now I received new bill for half of the year with a demand to pay immediately "avoid a legal action". Why? I already paid until 30/09/09. What is this "legal action"?
Posted by Anatolijs Golubeckis, 31st May 2009I already was met with similar problem. Simple the employees can create own company for debt collections and now trying to get money from us.
While I fully understand that water mains need replacing, I am furious that this work can not be done in the evening and at weekends when the roads will not be used as much.
Posted by Murray White, 19th May 2009But no Thames water decide in their infinite wisdom to shut my road between 9.30am and 4p.m for over 2 weeks this means there is no vehicular access to my road, this in turn means I will now have to find alternative means of transport to and from work.
This being the case I feel I should be able to at least claim back the fares used during this period if not be compensated in any other way.
For a start I have to pay road tax which will not be used during this period, we also live in a residential road which requires a parking permit to park anywhere else which again is not free but must be paid for by the residents including myself. This has left me absolutely fuming. So in closing I would like to say well done Thames Water for winding people up, what a joke.
In civilized society we shouldn’t have to pay for water services, if I was PM or president of UK /England water would be move back to public sector and cost included in your local authority tax.
Posted by Notime2read, 13th May 2009I have noted a water leak in Lybury Lane, Edbourn near St Albans which has been pouring water onto the road for almost 3 weeks, I find it disgusting that we are billed and over charged for water supplies when water is wasted in this way..... Why should we be overcharged by utility companies when they reap massive profits and do nothing to improve services!
Posted by Julie Rowlatt, 08th May 2009I recently moved in to share a flat with a friend, and she phoned TW to change the water bill in to both our names. We have phoned many times, each time being reassured the change has been done, but still after many weeks of waiting, have had no confirmation. Quite frankly, I have worked in the third world, and seen better service there!!!
Posted by Peter Morgan, 01st May 2009I am shocked by the Incompetence of Thames Water. Relentless calls during times while I am working when my account is up to date. I am seeking legal action. What an embarrassment!
Posted by Rebecca Rowley, 01st May 2009After a pumping station at the end of our road developed a fault work was started on Good Friday and is still ongoing 3 weeks later, day and night and weekends. As no advance warning was given to residents I phoned Thames Water to ask why and what was happening and was spoken to very rudely. He did not deem it necessary to inform residents and was very facetious when I pointed out that up to 6 tankers at a time, Water Board vans and cars had been blocking our road and residents were made to feel in the wrong for wanting to park outside their own homes and he couldn't see what all the fuss was about. Needless to say I was discussed by his attitude.
Posted by Barbara Lock (mrs), 28th April 2009I requested a meter in March this year after receiving yet another bill that would do justice to a family of four (I'm a single woman in a one-bed flat). Thames Water said they'd send out an engineer. I heard nothing from them for about a month and then suddenly I get a phone call asking if an engineer can come round. I said 'of course. when?' He replied 'I'm a minute away down the road'.
Posted by Karen Crawcour, 24th April 2009I can't believe no one phoned to make an appointment. When I asked the guy what he'd have done if I hadn't been home, he said he'd have left a note saying he called. So instead of making a single phone call, Thames Water is allowing these technicians to swan around the streets all day, pressing buzzers to presumably empty properties and leaving notes to say they'd be back?! No wonder our water bills are so high. What a complete waste of money. I'm thoroughly disgusted.
Why does it take Thames Water 10 days to do anything. Phoned them to report water meter broken - "someone will ring you in 10 days" 10 days later foreign call cnetre rings " someone will come and look at it (it's broken!!!) in the next 10 days. 12 days later engineer arrives and looks at it "it's broken!" I will log it and some one should contact you in 10 days. 17 days later still waiting for someone to contact me to discuss the replacement. Customer Service!
Posted by Tony Barnes, 17th April 2009Thames Water owe me £264.... after an incorrect billing. Tried calling... call center staff are a waste of space. Tried emailing.. no reply. I wish I could change water company but there's no alternative....
Posted by Anon, 02nd April 2009Over year ago Thames Water replaced a shared main water pipe on my property.
Posted by M Bowers, 16th March 2009Recently I noticed subsidence in the area they had been working and on digging down to the pipe I discovered they had actually made 2 holes in my spur pipe (taking water from the kitchen) by using a 'mole' to put the main pipe in. The main pipe was then put just under my damaged pipe. What was happening was that soil was then falling into the pipe with the holes and causing the ground to subside.
I had tried contacting TW on several occasions and finally they sent an engineer out without telling us they were coming and when this was rescheduled they sent out the wrong 'type" of engineer.
I have now been told to pay for the repair and claim from them. Big Help!! If they repair is done, how do I know if they will dispute the claim? Also why should it be left to me as it is their fault. I am now left with a large hole in my garden still waiting for THAMES WATER to get back to me AGAIN.
I keep getting phone calls from someone claiming they are from Thames Water. They ask for credit card details to clear my account. I have no idea where they got my mobile number from. Beware if you get a call from 08452930006.
Posted by Natalie Hammond, 13th March 2009I have Homeserve Plumbing & Drainage Cover under Thames Water. I have a serious pipe blockage in my bathroom and cannot use it. From 8:20 this morning until 15:38 (now) I have phoned Homeserve four times; I still have not got details from Homeserve for when a plumber will come. I recommend you get rid of Homeserve and get another company. This is appalling. Is it going to take two weeks???
Posted by Susan Ryder, 12th March 2009Thames Water have taken 3 years to decide they can not fit a water meter in my home. Twice they have 'lost' my request paperwork. I am now on the Assessed Household Charge and when I pushed for it to be backdated due to their system problems they offer to start it from April 2008 and give me a refund of the difference. No refund has been received and they now say they have no record of the offer and will not give the refund!
Posted by Kevin West, 10th March 2009Call the Thames Water today to inquire about the payment on my direct debit but a rep I spoken to was not interested to least or adv and hung up on me. VERY VERY poor customer services, if your want our money PLEASE train your staff. That will be a good start.
Posted by Tony Goncalves, 09th March 2009I have emailed twice and phoned a few times as Thames Water owe me nearly £100 so far they have not replied AT ALL.
Posted by Joan Westbury, 28th February 2009Contacting the departed might be quicker than trying to contact Thames Water.
Posted by Clive Carter, 28th February 2009I had a water meter fitted last year, it's stuck on 3.17 cubic metres, I have emailed them twice, no reply.
Posted by Roger M Jay, 10th February 2009Thames Water at the moment can't have anything better to do than send out very very poorly informed staff stating a WRAS approved water flow restrictor must be fitted by businesses in London, when in fact the part they are specing is actually just a bypass valve with a flow restriction that can be tampered with by anyone with a one pence piece. So all of a sudden Thames Water are concerned about the restriction of the flow of water in our factory... Our factory now employs just 44 people... Rewind 7 years we had 650 people!! But Thames Water wasn't bothered about our water restrictions then... Nothing to do I think is the order of the day... Come on Thames Water make those redundancies .
Posted by Rick, 04th February 2009I have been charged on the wrong meter for over three years. I was always aware that that might have been the case but Thames Water could not be bothered to investigate. I with-held payment as I'd received a bill of about £288 for quarterly bill. This is for a single occupant in a small flat. I went ballistic, but they've known about it since Sept. 08, and done NOTHING except carry out readings when my friends were visiting in order to work out what was owed to me. This they paid few days ago Feb 09 with £50.00 compensation which quite frankly is appalling. The story is really long as I've had to ask the MP to help me and consumer council for water not to mention citizen advice bureau plus watchdog. They have ignored my 13 lengthy calls ad actually written to say the matter has been rectified. I want my money paid with interest and a written apology, which I have never received, they have very poor customer service. Imagine paying someone else's bills for 3 years?
Posted by Latifa Jama, 03rd February 2009Thames Water continually states its vision on correspondence
Posted by Steve Taylor, 29th January 2009"Our vision: If customers had a choice, they would choose Thames Water"
My answer to that is - my vision. If customers had a choice they would use any other water company in the world rather than Thames Water.
I don't know how any self respecting person could want to work for such an incompetent company. Its operation, customer service, and management is a disgrace. Little wonder the German RWE Group sold them off after such a short ownership. I don't know how Thames management sleep at night.
To users of Thames water, I have heard of many people being advised to call the environment agency by TW when they have sewage problems. Do not believe them, they are fobbing you off. The environment agency has no power or remit in sewerage. I work for the EA and it is very annoying to have to field TW's angry customers, who are even more angry when I have to inform them that 'it's not our responsibility.'
Posted by Joey, 12th January 2009I only wanted to find the water hardness, as per my dishwasher instructions and just moving in to the area. Instead I find the hardness of getting service from Thames Water. Some one thinks it's taxpayers money being wasted, wrong its YOUR MONEY. I bet they aren't so tardy with SHAREHOLDER DIVIDENDS. When you have a monopoly supplier, there is no option to find a better price or a better service. Most of the profits are going to a foreign owner, with foreign shareholders, who will maximise profits until the infrastructure of pipes, reservoirs, treatment plant etc fails, then they will sell to another foreign owner. Water should never have been privatised as supply sources are local to the customers, unlike gas and electric. Renationalise at market price LESS estimated repair and renewal costs.
Posted by Roger Gibson, 21st December 2008There is a lot of negative comments about Thames Water but my experience has been very good. I lost supply to my property and when I contacted Thames Water a voice message told me that there was a burst water pipe and gave me a clear update, my water was back on in 3 hours. I have also recently had a leaking meter box outside my house which after I reported on a Friday was repaired by the following Tuesday and the glass on the verge was left very tidy. I understand the sentiment from some of the comments but I have found Thames Water professional and helpful.
Posted by Louise Crawford, 16th December 2008Called woeful Thames Water to ask about their policy regarding installing a booster pump to a privately-owned 3rd and 4th floor flat in London. (Water pressure less than half the minimum it used to be due to their decreasing pressure to cut leaks/their fines. Shower inoperative, boiler barely functions due to reduced pressure. Disgraceful, unethical but 'legal'). I got the smug legally constructed response: ''I have no information about...'' to every question I posed. Met a very senior TW executive recently - he regarded me over his glass and said ''you have to understand - TW are not in the service industry - we are a privately-owned profit-motivated organisation''. How super for you Sir. I'll move to a water provider who doesn't treat about their paying customers quite so badly/doesn't pollute huge tracts of river on a regular basis - oh - but wait... I can't.
Posted by Rosie Ryan, 14th December 2008Last month Thames Water had a problem with their computers which resulted in them charging the Direct Debit 3 times. They took the correct payment but then continued to take money out until there was nothing left. This then resulted in bank arrears which Natwest greedily charged twice.
Posted by Abigail Brownson, 09th December 2008Thames Water are thieves who have refused to give me my money back and owe me the amount in arrears which Natwest have charged.
I am used to such disgusting behaviour from banks and reporting them to the FSA, but I would like to know is it possible for me to bring criminal charges against Thames Water?
First experience of Thames Water. Words fail me on their policy of refusing to take a meter reading when we moved into the house. Why did I ask for a reading, because the meter is so full of condensation that I found it impossible to read it myself. How can I ensure that I get an accurate bill instead of the dreaded "estimated" bill? Disgusted after only 1 day with them.
Posted by Colin Shorrock, 08th December 2008Singularly useless. Apparently they were fielding masses of calls at 3:30pm on a Monday afternoon. I did manage to pay the bill using the telephone number, but would have preferred to use the website which wasn't working. Zero stars despite being made to put down at least one by this site's ranking system.
Posted by Jonathan Boyd, 08th December 2008Agree with O Fadero post as well. I've asked to be put on a water meter as well, to be told 'no problem we'll get it sorted'. Then nothing. It's been going on the best part of a year now. I think they've no interest in sorting it out as they'd be getting less money that they are charging.
Posted by Derek Kelly, 06th December 2008I have been paying £138.00 per month for my commercial shop. When every year someone keeps charging me extra money from our banks what are we suppose to do? Not to pay them?
Posted by Shaukat Ali, 06th December 2008Very poor service, 8 minutes and 29 seconds later someone decided to answer the phone. Can't say they were that helpful to be honest. Some serious training issues need to be addressed.
Posted by Robert King, 04th December 2008Thames water is a complete waste of time. I have a water pipe leak in my back garden which is a communal pipe for the whole street but Thames Water is sending me bills to pay for the repairs and threatening me if I don't pay, they will take me to court.
Posted by Ansar Gulzar, 01st December 2008I live in SW Herts. I phoned Thames Water at 18.30 to say there was a problem with the sewer pipes that I share with my neighbours (I'm at the end of the line). I was told someone would be round within 8 hours, in fact a chap was here 45 minutes later! He had fixed the problem within 20 mins, very fast and efficient. I was most impressed! Had no problem getting through to the Call Centre and the lady on the end of the phone was most concerned and helpful. Full marks Thames Water! I just surprised and sorry others are having problems.
Posted by Val Judge, 21st November 2008Someone wrote:
Posted by B Gonzalez, 18th November 2008"It seems impossible to get Thames Water to understand anything! "
I agree, when I had to deal with them to sort out their mistake I came across staff who didn't listen and refused to believe their system was wrong. I had to insist, threaten to complain and repeat myself before I could get them to understand their mistake.
Once the mistake was recognized I did have a prompt resolution and an apology from a manager.
However, I now have to deal with them a second time and I'm having the same problem: their system data is wrong again and to try to explain it to them is painful and time consuming. I'm still waiting for a resolution at the moment.
If I could change supplier I would, but apparently they have a monopoly, which is not a good things for consumers and customer service.
Very frustrating company to deal with!
Their system is a mess, data is wrongly recorder or not recorded at all, this seems to be the norm every time I deal with them.
Posted by B Gonzalez, 18th November 2008Thames Water is without doubt the worst utility company I have ever dealt with, their customer service if you can call it that quite clearly leaves a lot to be desired. They have no interest in dealing with customer service issues and seem only interested of relieving you of as much money as possible for providing such a bad level of service.
Posted by Danielle Cleverley, 30th October 2008Utter rubbish company. We just had a leak outside and within our property, probably due to the blocked drain system or something. Whenever we switch the water on, it shoots from underneath the lid outside and floods the neighbours below, as the house is on top of the hill. I rang the customer services, went through like 15 automated options, eventually got through to someone and have been told that someone's going to check on it within 3 working days! Three working days of shooting water and flooding! They're crazy!
Posted by Peter Rakowiecki, 27th October 2008I have asked for a water meter twice in 6 months. The first time Thames Water has claimed they didn't receive the request, the second time they have gone silent. So I am now chasing it up. I have a feeling they don't want to supply me with a water meter as they know they will have to put me on an assessed charge which is cheaper than the rateable value.
Posted by O Fadero, 26th October 2008Just over 2 years ago I had to use a relation's house as a billing address as I was in between homes. Thames Water were given clear instructions of what was happening. Thames water rather than give me a refund decided to stop my relations direct debit and switch their water bill over to my name. I wrote them another letter threatening to report them to the regulator. They telephoned us both up though they apologised would not admit they had done anything wrong. No other utility supplier has problems following such simple instructions apart from Thames Water.
Posted by O Fadero, 26th October 2008Last week I reported a water leak near my property. When I returned home from having a weekend away, the repair had started, my only problem the repairers had torn up my lawn area getting access. After 3 or 4 hours work I made good this area, only to return home today and find it in an even worse state than the first time. Thames Water get yours sorted out.
Posted by Mr M L Smith, 15th October 2008Thames Water abuse their dominant position by overcharging and failing to deal with customer queries. The company have sent a bill for £106 for 57 days of water and waste water. The bill is unclear but seems to suggest it is metered. I've owned the property for over 10 years and am not aware of a water meter installation. Will they tell me - NO.
Posted by Mandy Shanks, 11th October 2008Some of your above customers are so lucky. I reported a leak on the 19th August, on the 22nd September a technician eventually confirmed that the leak was in my property but did not inform me where it was. I am now still waiting for another technician to come along and tell me where the leak is on my property. I have made at least 10 phones calls to your offices and have been promised that someone will contact me to make an appointment. All this time water is leaking out of my pipes and therefore wasting precious water. One very dissatisfied customer.
Posted by Ann Beauchamp, 09th October 2008Back in July I was sent a bill by Thames Water asking for payment that I had already made. I called up and explained that the payment had already been made on my debit card. I was told that there was no payment made and that I would need to make payment again. The advisor was quite rude. I then discovered last week two payments were taken from my account for the same bill a total of £193.17, which was back in July. I called up and was assured that I would have a refund in 3-5 working days.
Posted by Taiyab Darr, 09th September 2008I have checked my online banking yesterday and had not got a refund. So I contacted Thames Water and was told there systems were down so they could not access my accounts and I would need to call back. I then called Tames Water again today and was told that the refund was not actioned properly last week and it would take another 3-5 working days. I was then told that there may be a problem for them to refund me as the card I originally used, to make payment. I no longer had as I was sent out a replacement in its place by bank, which is on the same sort code and account number that Thames Water took the money out from....
Oh I forgot to mention that I was kept on hold for approximately 30 mins just to speak to a supervisor who was of no real help. A disgusting company with no real sense of customer service... I am awaiting a call back today regarding my refund.
On a separate issue, my mum is an elderly female who lives alone, she has been billed just over £1000 for her water bill. This is disgusting as she lives in a small flat and hardly uses any water due to being quiet ill. Rather then acknowledge their mistake Thames Water is saying they will need to investigate the matter and this was after several lengthy phone calls to the company. Nothing has been done to rectify the situation.
I am considering contacting WATCHDOG regarding the service I have had from Thames Water and by reading all these other comments it seems like I am not the only one with negative feed back for this disgusting excuse for a company. Does anyone have any other suggestions on who I could voice my concerns to?
I would have only rated Thames Water with 0 stars but u only get the option to leave 1 star, which I believe is to much for this unworthy company.
Thames Water are very unhelpful and it seems they don't know what they're readings are all about between departments. They also don't want to part with they're money which should be rightfully refunded back to us, I've tried on countless occasions to get this resolved but not getting any luck. Very frustrating and it looks like I'll be going to OFWAT to complain and see if we can get our large refund back.
Posted by Daragh Corrigan, 20th August 2008We recently notified Thames Water of an actual meter reading which was higher than their estimate. Instead of spreading
Posted by Mike Lambshire, 12th August 2008the usage over the 6 month period (and the charge rates were lower for the first quarter), they applied the whole extra usage at the current rates. What a bunch of crooks they are! - I guess sadly now that applies to most large utility companies in the UK. Needless to say we will not pay this and I also intend to report them to Ofwat.
Thames Water... What a joke. I reported a water leak, several times and was ignored. I then had a bill almost 3 times the usual amount (yes, I am on a meter, which I actually thought would be good, as a low user). After paying for repairs, I could bore you with trying to deal with Thames to get the work done, I have been trying to claim back the water leakage allowance... And that's where the fun starts. So far, they are pleased that I am moving, when I am not. They will resolve within 10 working days, several times. Thanked me for letters, and then lost track. They have even sent me bills, for the water meter readings furnished at their request, when the bill was not due. Promised to call me with a solution, only to forget. The process is costly and time consuming. They really are a joke, and some how ?? The customers need a body to take them to task. I am now thinking of sending in the bailiffs, to recover my cost. Should be good for a laugh, even if it's just to annoy. Does anyone actually know how to get money owed back ?
Posted by John Houldsworth, 04th August 2008I have a business address that doesn't use water as it's not needed but I'm still being send bills despite informing the powers be that there is no water used in the premises. If I'm not using any water and bills being sent to me threateningly what does one do?
Posted by Sam Noor, 30th July 2008I live in the Kingston area and my water went off this morning with no warning. There does not appear to be anyone working on the mains outside. I have tried to ring Thames water but all I get is an answerphone service with options and when you reach the final option it just leaves you hanging on the line indefinitely. This is an 0845 number so it is a premium line number and as I am a pensioner I cannot afford these expensive calls where I cannot get through. I had heard that Thames Water were not good to deal with and I can only now presume this is true. When will I get some water please, it is hot and I cannot have a drink because I have no water!
Posted by Mrs Jill Andrews, 27th July 2008I can't get through on the phone and e-mail is not working, rubbish service as I'm trying to report a loss of water supply to my and neighbour's house.
Posted by J Childs, 27th July 2008Had no water supply all of a sudden and their automated service status hotline said their were no problems on their networks.
Posted by Sid, 27th July 2008Held for half an hour and the lady tells us straight away there's a burst water pipe in the area but can't give us an estimated time of fix.
What on earth is the point of having your Service Status Hotline!! What a waste of our time holding for so long... couldn't even find this info online....
Look vijay, how is that wasting tax payers' money??? Thames Water is a private company... and I'm pretty sure Thames know how to fix a water leak.
Posted by Bronk Frederik, 20th July 2008I discovered a water leak sipping in to my back garden coming from a stand pipe behind my back garden fence, I reported this on 28April 2008 and was inspected by a Thames Water staff and confirmed that the leak was from a stand pipe behind my back garden fence. I was sent an email by Thames Water that it will be repaired within 7 working days. After several calls to the customer service centre 2 work men from a out side company came and started replacing the stop valve in front of the house. They replaced the front stopcock although it was not leaking. They told me that they are doing their job and most of the time Thames Water passes on a a job about which they have no idea at all. I rang Thames Water and was told that they will have to send out a men to look at the leak and it will take 20 days before it will be under taken. What a waste of tax payers money in replacing a stop valve which was not leaking and sending a men again to inspect the same leak again I have to take a days leave for him to come and inspect the job in my garden.
Posted by Vijay Amin, 08th May 2008My property is being used as a billing address for someone in my family who has emigrated; consequently my direct debit has been stopped by Thames Water and they had installed a water meter at my home that I have lived in for the past 7 years. This was 18 months ago and they are now trying to charge me over double of my actual water usage. This has still not been settled and we are in the process of taking them to court and hopefully giving them some very negative press through the local papers.
Posted by Julian Bone, 08th April 2008Very unhappy with TW new charging. I'm single - live in a flat with 3 small rooms, am away working all the time and have tried and failed (because they said they couldn't fit one) to get a meter installed - but now I'm having to pay even higher charges because they are charging by bedroom. I've got neighbours, 3 bedrooms, 5 people but I have to pay the same as them. Why is this allowed to happen?
Posted by Derek, 14th March 2008We are in a band "D" house, as are most, if not all, the others. Yet we are charged more than our neighbours, and have been for years. Can you please explain why?
Posted by Jeffrey E. Melsom, 08th March 2008Our school was using 40000 tonnes of water a year for 3 years, but despite many, many calls to Thames Water to investigate we were told it wasn't their problem. We finally hired a private company who found the problem and renewed a section of mains pipe - our usage has since dropped to 4000 tonnes and now suddenly Thames Water are interested because, yes, you've guessed it - the bill has also plummeted!!! NOW they want to investigate why we are using so little water!! Personally, I think TW are the most useless major company in the UK. Professionally, I think they are a bunch of poorly managed, profit driven, self interested, egoistical people!!
Posted by Ken Pullen, 25th February 2008I am on a water meter and pay bills half-yearly. My last bill (estimated) August 2007 was paid and a month or so later I received another bill as the meter had been read. I paid this and then 4 weeks later received a further bill. After a lengthy telephone call this was cancelled and a letter of confirmation was sent to me. Then I received the same bill again, after a lengthy telephone call this was also cancelled and a letter of confirmation was sent to me. In January 2008 I received the bill yet again and after a further telephone call was told this would be cancelled and I would receive a letter of confirmation. This has never materialized and now I have received a final notice with the threat of debt collectors if payment is not received within 7 days. All of this is so frustrating, you get nowhere if you try and complain, so what are you supposed to do?
Posted by Ms Hilary Pitt, 22nd February 2008The Thames Valley website is not very good, I can't find info on the aims of the business and the organisational structure. I am a GCSE student and I have chosen to do research in the Thames Valley company.
Posted by Shabaz Ahmed , 21st February 2008I would just like to say how frustrating it is to get through on the Thames Water phone line.
Posted by T Hill , 02nd February 2008We have very low pressure, what makes it worrying is we have an open fire with a back boiler, our only form of heating. If this blows up because of Thames Water's negligence so be it on their heads. I have been trying since 10:00 am this morning; it is now 12:22 pm, still no help. This has got to be the last straw, they need showing up with the media.
I have had nothing but problems with Thames Water. They are the most incompetent company I've ever had the misfortune to deal with. First they charged my bank account 3times for the same bill which made me over 600pounds overdrawn and they were less than helpful when it came to refunding it. Then when we moved into a house where our landlord was already paying the bill they started sending the bills in my girlfriends name despite us saying that we would not be responsible for the bill when we moved in. I have spoken to thames water about this five times and so has my landlord. It seems impossible to get thames water to understand anything! Do other people have similar problems and is there any way of talking to someone to get this sorted out? This has being going on for over seven months now.
Posted by Peter Ashford, 10th January 2008It is pointless to complain, Thames Water has the monopoly. Apparently they know this and are of the same opinion.
Posted by Andrew , 07th December 2007Thames Water's track record with installing domestic water meters is nothing short of disgraceful! I had to wait more than 18 months for the meter to be installed - bombarded with increasingly bizarre excuses for their failure to install. Given they knew I'd be saving money with a meter installed, Thames deliberately avoided responding to installation requests - concocting completely fictitious site surveys - in a brazen attempt to keep low-usage customers on unmetered supplies. Thames abuse their monopoly status every day. Hopeless, time-wasting and inefficient - and that's on a good day!
Posted by Malcolm Smith, 06th December 2007To Doreen Jenkinson. Sorry, but the straight answer is 'yes'. Water companies have to provide a water supply to all properties and someone, usually the owner of the property, has to pay for a basic supply. It is essential to ensure the water tap is turned off, but if this has been done and there are still charges for water consumption, then there may be a leak on the supply side. Discuss it with Thames Water. The damage of a pipe in the garden is difficult to analyse. The person who caused the damage will normally be liable for the costs of repair, but the pipe is the responsibility of the property owner.
Posted by Peter Potter, 26th August 2007A friend of mine had his water supply cut off many years ago by the Water Board because a pipe was damaged within the garden of his property and there was a dispute over who was to pay for this. He has not lived at the property since and now lives at his mother's home. He does however pay his Council Tax on the property. Thames Water want to charge him back payments for a water supply he has never received. Is this legal?
Posted by Doreen Jenkinson, 09th May 2007