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 need to be shut down or do some serious restructuring. I have had a leak coming into my property for 3 months now. They send out contractors to dig up the road. The problem is when they don’t find the problem they don’t say anything, just disappear – until I chase them up again. Then they told me I had never reported any issue. I was lucky to be keeping a record of everybody who I had spoken to with time and dates and what was said. I will be notifying the ombudsman regarding there behaviour to me and my neaighbours.
I think Thames water is a total rip off. I was billed about £400 in 7 seven months. Is it reasonable? I rented a flat in Swindon Town Centre for seven months and charged that huge amount of bill within my stay. I now moved to 2 bedroom home in Penhill and only charged £270 fixed price for an year. Why £400 for 7 Months and £270 for 1 Year? If there were another water service provider I would leave Thames water. When I was struggling to pay the last bill and requested them to pay the bill at month affordable amount, they sent me warning letter saying I would be sent to court if not pay within 7 days. I did not say i don’t pay my bill, just asked if i could pay in monthly affordable amount. I am so disappointed with their letter.
The amount you pay on unmetered premises has nothing to do with the water company. Fixed rate charges are set by local councils at their value and the water company must charge that. If you don’t have a meter then you must pay, if it’s only you – why not have a meter? If you can’t get one – then move!
Awful. I received a threatening letter from their debt collection agency but have not actually received any bills for the amount which they claim to be due.
I just moved into a new property. One week later I received a bill for £300 which has to be paid in two weeks time. Confused how the TW billing system works. My home is in Band B. Any ideas on how they have charged me so much?
I used to pay monthly with a booklet, through the Post Office. This was stopped and I was forced to use a Paypoint agency. Was the reason the Post Office use was discontinued in line with NuLabour’s plans to sell off the Post Office by showing it was losing money? It seems odd that one has to use Paypoint when some of the shops that have it suddenly close down, and a new one has to be found. My main question is however, WHY DID THAMES WATER GET RID OF THE POST OFFICE FOR PAYMENTS?
I am due to move who is my water supplier, I heard southern electric now supply water how does this work? Does this mean at long last there is water supply battle for homes like gas and electric, if so that is great we can actually have a say who supplies us and save money. I’m sick of water companies ripping us off, they get billions of pounds profit and rain water should be part of there out going and it shouldn’t be based on value of a home as home values are increasing at the moment but it doesn’t mean you use any more water in an expensive home as you would in a poxy flat that’s only worth a 10th of the value a big home may cost. Why will one area charge more then another for the same unit in a different area?
Thames water has gone into my bank account and took out £20 from my money on the 28th of July when I’ve set up a direct debit to be paid on the 5th of every month now I am being charged by my bank for this transaction this is really out of order and I am really upset about this they need to get this thing right big rip offs.
Thames Water rates are very expensive.
They do not seem to be regularly maintaining the burst water mains as again we and the many residents were affected in north London as well was the west and south west of London in August 2010. Thames Water should have automatically offered us a letter of apology and a huge discount on our bills.
Just wish there were more choice of water providers for us to switch to.
TW never informed me and my neighbours we had a water weak on a shared piped, kept replacing their bit outside, left us all with very low water pressure one house with no water upstairs and only enough to flush downstairs toilet. 3 months still waiting for them to sort us out.
Would some people be better advised to take time to improve their spelling rather than contemplating correspondence with a monolithic water company with closed ears?