All rights reserved. London. Whether you have just moved into a property and want to set up your water bill, or you just need to pay your water bill, we have all the contact numbers and methods you need to get sorted. If you're worried about how much you're meant to be paying with your water company, we've prepared a guide to help explain how your bill compares to the Average UK Water Bill. If we cant resolve the issue straight away, well let you know how long it is likely to take and when well contact you again. tracking emerging trends and opportunities in the future of energy. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. Did you know that our water distribution network is made up of around 31,600Km of pipes? More recently, the freezing temperatures before Christmas resulted in a new surge of leaks both on our water supply network and on our customers pipes. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. Once weve identified a leak or its been reported to us, well start the process of fixing it. Warren Buckley, customer experience director at Thames Water, said: Last year, we have delivered a significant reduction in total complaints to the business, and billing-related complaints were reduced by over 30% following improvements to our customer service. We measure leakage in megalitres, or millions of litres, per day (Ml/d). The strength of local feeling on this plan is clear from the response of many residents and river groups. You can also send us an email and we'll be in touch within 10 working days. The number of written complaints received by the firm from household customers has risen from 17,039 in 2017/18 to 40,060 in 2021/22, according to the most recent figures from the Consumer Council for Water (CCW). Since 2017, Thames Water has been fined more than 128m for poor management of leaks. and other data for a number of reasons, such as keeping FT Sites reliable and secure, Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you. Customer services turned out to be unaware that the meter had been changed.JB, London. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Analysis of the data released has shown that central London has the largest concentration of leaks. It will repeat this three times before transferring you to a Thames Water representative for help. To speak to somebody at Thames Water on Facebook, you can visit the Thames Water Facebook page and click the big blue button Send Message. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . In the 10 years my family of three has lived in the house, annual bills have been about 400. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. Tue 28 Feb 2023 06.51 EST. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . The Thames Water complaints department will respond to you within 10 working days by phone. Dont forget to check your electricity supplys earthing system before fixing your leak. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. The name of the company is often detailed on your bill. It is mandatory to procure user consent prior to running these cookies on your website. One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. cookies You can learn more about how were tackling leaks in our leakage performance report. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. Write your message and a Thames Water representative will reply to you. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Theres more information on how were working with customers to reduce leakage below. Thames Water's Head of Water Networks . Our field teams work day and night to find as many leaks as possible. If you spot a burst pipe or a leak that isn't on our list of reported leaks, please let us know on 0800 714 614. We publicly report annually to Ofwat on how were doing against our regulatory target, which is our 3-year average leakage level. But opting out of some of these cookies may have an effect on your browsing experience. Please see the options above to navigate the system. 1st Floor Thames Water admitted the situation does not look good, particularly at a time when a hosepipe ban is still in force, as engineers try to fix the problem. Thames Water agreed to send an inspector who was unable to find a leak inside the property, but who nonetheless left a card stating that the meter indicated a leak. Thames Water 24-Hour Leak Line. This option will transfer your call to a Thames Water representative who will help you register for an account. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. %%EOF To keep our customers informed we have been running several winter campaigns. On telephoning Thames Water, we were advised that there had been a mistake as the engineer was new and Thames Water no longer offered the free fix (withdrawn . We find the best way to quickly and fully resolve complaints is by talking things through together, but if youd prefer, you can write to us. After choosing your option, you will need to say your postcode. university Thames Water still maintains that it must have been a leak, rather than a faulty meter, even though it acknowledges that none could be found. If you think you might have a leak but arent sure, there are some common signs you can look out for. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. but the investment consortium gained access to large sums of . Sun 16 Oct 2022 04.00 EDT. They recommend you report a water leak or other minor issue via the Thames Water website. You need to enter the amount you want to pay in pounds, then press the # key. Next, you need to enter the pence you want to pay, then press the # key. We know its not acceptable to be losing so much precious water and weve got a plan to fix it. If you have worked out that the water leak near your property is not your responsibility, then you will need to speak to your local water company who will help you and very likely send someone out to repair the leak. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. We had a similar problem at work (except ours was a 21000.00 bill, up from about 200!!). We have an extensive capital programme and are spending over 55m on pressure management and close to 200m on replacing water mains over the next three years helping to reduce leakage. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. The hot and dry summer last year created an unprecedented 'soil . " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. Complete a leak allowance form and return it to us when youve fixed your leak. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. Save water at home; . Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . Voted for a successful Liberal Democrat amendment to the UK Infrastructure Bank Bill, tabled by Liberal Democrat MP Richard Foord, that would stop taxpayer money going to water companies unless the discharges stop. These cookies will be stored in your browser only with your consent. Complaints to Thames Water more than doubled last year. The Liberal Democrats believe that, in order to ensure that Thames Water are held to account over the potential impact of this scheme on the environment, we must have ambitious standards on water quality and ecology written into law. With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. Thames Water accused of causing second flooding. Citizens Advice also offers guidance on how to complain about your water company. New leaks can appear at any time. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. Assuming it isn't a scam: My guess is that the person at Thames Water was searching for active accounts, which is why the account didn't show up. Lewisham, the performance of Thames Water is terrible. Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. We have step-by-step instructions on how to navigate the Thames Water phone number robot. Before you call Thames Water, you can consult our No Water in House guide to get your water flowing through your taps again. Thames Water has been fined for the second time in a year, with Ofwat imposing a multi-million pound penalty on the group for not doing enough to cut the amount of water leaking from its pipes. Peng Zhang. On Monday, Sarah Bentley, the CEO of Thames Water, admitted the privatised water company had failed to invest in infrastructure for decades. Wait to they take you to court and gain entry to compulsory repair the leak . To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. Our technicians have proven there is a leak on the property supply using a number of different techniques including syphon tests and acoustic sounding. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. No water at home? Oxfordshire hit with low water supply after rise in temperature causes increase in leaks. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Thames Water are in the process of hand delivering letters to the immediate vicinity of recent water leaks, which will include Leigham Vale, Palace Road and the affected part of Norwood Road. Thames Water contact details/ phone numbers. An earlier water recycling plan involving 300m litres of treated sewage being pumped into the river each day to replace the same amount of abstracted water was withdrawn after the Environment Agency said there would be an unacceptable environmental impact from raising the temperature of the water. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. Thames Water Utilities Limited Registered in England and Wales. Thames Water Utilities Limited Registered in England and Wales. If you have a complaint, please always call us if you possibly can. You can still enjoy your subscription until the end of your current billing period. It was given the a two-star rating by the Environment Agency for its environmental performance last year and a red rating for serious pollution incidents. 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