Thames Water
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)
Thames 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!
I 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???
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.
Over year ago Thames Water replaced a shared main water pipe on my property.
Recently 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.
Thames 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….
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!
I 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’.
I 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.
After 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.
I 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!
I 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!!!