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)
I 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!
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.
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.
But 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.
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”?
I already was met with similar problem. Simple the employees can create own company for debt collections and now trying to get money from us.
BEWARE
I 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!!!
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!
Direct Debit fiasco:
I 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!
You 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.
As 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.
Since 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!
Just terrible service.