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)
To anyone that has proof the company owes them money. If you have given up all hope of getting it back, pass the debt onto bailiffs, let them take it. I’m pretty sure they would pull their thumb out if someone turned up and started taken expensive items from the office. Fun idea eh. You will have to fight for change.
Thames have been accusing me of having a leak in my house. The water bill went up from £11 a month to £146. They sent a technicians out to me who said that it was a skipping metre and that it was not my fault but they are now demanding I pay a bill of £1700. I refuse to pay it. Why can’t they see it’s their fault not mine?
We had our water mains pipe turned of for repairs, and it cut out the chapel next door water off. Turns out our metered water has been going to the chapel, and we have been paying for both of ours usage! This has been since 1982!!! Are the water board liable for compensation? The chapel has never had a water bill & they thought theirs was from a natural spring! Holy water they must have thought!
It’s not all doom and gloom, I’ve been trying to get tw to add me as a customer for 2 years and still they haven’t sent me a bill lol. Sorry if that means I’m costing you guys money but I have tried calling them and all I get is put on hold for ages and ages. Guess with tw some things in life are free after all.
Keep up the good work tw is all I can say.
I have been in the building and plumbing business for over thirty years and have never had to deal with so much red tape and dead ends as I have had to for a new water supply,
although, in fairness, Thames water take your money for prospective works in a few minutes !
We’ve been billed for the wrong address now for 2 years, called a cazillion times and arranged many appointments, to no avail because the staff are so stupid. Still having debt agencies after me. Get a new appointment for the 23rd of December CRAZY and now it’s Feb and have to wait till April for them too come out again.
None plus customer care, in denial of there own incompetence. Might start collecting rain water in jugs instead, would be much simpler and probably more fun than trying to get thames water to understand anything at all.
I noticed water leaking from the grass verge between the bottom of a telegraph pole and a chamber housing cables. I was unable to get through to Thames Water but reported it to B.T. (that took forever)
This morning I found the freephone and reported the leak. Since it has been listed as a medium leak, they will get someone to inspect it – should be within 15 days. In the meantime water continues to run down the street and who knows how many phones will be affected. Such a terrible waste!
This site has been extremely helpful, giving the freephone number of Thames Water. It is the only place where it is listed. All other Thames Water numbers are 0845. Very expensive if you are a pensioner just pressing buttons. All my neighbours have been circulated with the number now. Many Thanks
Sorry to say this but thames water are incompetent.
I have had water leaking from the kerb outside my home for over 2 years. The area has been dug up and the water is finding its way there through the dis-used section of an old gas pipe under the pavement. In effect, the leak is further along from my home. They refilled the hole and re-tarmaced with the water still gushing from the old gas pipe. The neighbours complain to ME!
I complain to thames but still not rectified. In cold conditions it turns to sheet ice at the kerbside and thames come and throw salt on it (presumably in case someone falls over and claims against them). Reported again yesterday 25/2/10.
LOST FAITH AS PATHETIC.
Appalling service. I have repeatedly asked why my bill has gone up so much. I have asked for a water meter reader to visit and confirm the location of the meter. Just got my bill this time and got an estimated reading. WHY !!1 I looked in the hole where I think the meter is and its full of water. The girl at the call centre says it is probably condensation. I asked for someone to call and ring me before they do. Cant do that but somebody will call within 30 days for heavens sake. So I ask for a supervisor. It is 11.10 on Friday and I am told that someone will call be back by 5 pm MONDAY. So I ask for the name of the CEO so I can write or the Chairman. Don’t know who it is and no one else does. Unbelievable !!!!!!!