You should call customer service when you are calling about your Thames Water bill, you want to query your account, or if youre a new customer and want to speak to a representative to get registered with Thames Water. Report a leak. Not sure where to start? Find resources, support and advice to help if you are struggling. This email is confidential and is intended only for the use of the person it was sent to. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. As for Vesta Road, well total incompetence. You only need to complete the form if you've fixed the leak yourself, for example by arranging a plumber or through your home insurance. Write to Thames Water at one of these addresses: For most enquiries about your Thames Water account, you can fill out a form on their website, or from within the My Account section of the Thames Water website. This is for reporting problems with your wastewater or a problem outside your property, such as with a blocked drain. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) Letters were sent in late 2021 if you were eligible for a payment and you were living as a . For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. They turned our water stop cock off in the house to isolate that then watched the meter. Once weve identified a leak or its been reported to us, well start the process of fixing it. Southern Water received the second-highest number of complaints. These cookies will be stored in your browser only with your consent. Check if your We made several attempts to contact the property owner to discuss the repair but were unable to do so. The system will repeat that you need to enter your account number. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. Extreme weather events, like freeze-thaws. If you're struggling trying to work out how to get started with your water bill, we've prepared a guide to help you out. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. For your postcode, you must also say each letter and number one-by-one. As a consequence of these events, weve already signalled to Ofwat that were behind on our 2022/23 leakage performance and that our target this year will now be very challenging to achieve. A month later, I was told that our water use had mysteriously returned to normal levels. Sandra Laville. Need the Thames Water contact number? If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we cant be responsible for any costs incurred. Sign up here. 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. Attribution. Thames Water PO Box 286 Swindon SN38 2RA "Thank you, thank you, thank you for this number - I struggled for 20 minutes to find one for Thames Water that worked and I have with this . Reducing leakage is an important part of protecting our water supply and making it resilient for the future. This option will transfer your call to a Thames Water representative who will help you register for an account. If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. Email your.problems@observer.co.uk. Learn more about how we find and fix leaks in our video. 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. They will damage your pipes and leave leaks then refuse to fix them. Thames Water's Head of Water Networks . Use Artificial Intelligence to find and fix large leaks faster; Expand our field force to around 1,000 detection, repair and plumbing operatives; Install more meters to better understand when leaks are occurring on our network and enable us to work with our customers to reduce demand on their pipes; Employ no-dig technology to fix leaks and prevent water loss on customers properties faster; Quadruple our programme of targeted activity to find harder-to-find leaks and sustainably keep leakage down; and. They can make a final decision which we have to act on. 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. Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. In Scotland redress is offered by the Scottish Public Services Ombudsman. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. But the first thing to do is to establish where the . Your plight remains a mystery. Burst water mains and leaking pipes. It will then transfer you to a Thames Water representative. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. Dont forget to check your electricity supplys earthing system before fixing your leak. The information does not represent formal annual regulatory reporting. You can use Google Translate for free to read the information on our website in your chosen language: You'll be able to use Google Translate to translate whole web pages, or individual words and phrases. Date of experience: February 14, 2023 [] After choosing your option, you will need to say your postcode. Top cold-weather tips. You may have a home emergency policy which covers plumbing and drainage. If so, your leak may already be covered, so it's worth checking this first. If you're contacting us about your account, please include your account number. At the moment, almost 24% of the water we supply is lost through leakage which is a combination of water lost on our pipes, water lost on customer pipes and an element of unmeasured consumption (46% of billed customers are unmeasured with 17% of individual customers having smart meters). Munira Wilson, the Liberal Democrat MP for Twickenham, said: These plans are necessary because Thames Water has failed to fix leaks losing them a quarter of their precious daily supply, all whilst handing out millions in bonuses to their chief executives. It was agreed that the meter would be changed. Then select Extension options. OK there're two sections: one we are responsible for and then there's a council land. 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. Before you call Thames Water, you can consult our No Water in House guide to get your water flowing through your taps again. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. Homeowners and new customers only. London Our policies. Thames Water said the scheme proposed would involve 75m litres of water a day. You can use the following numbers for their Text phone service if youre a priority customer who is deaf or hard of hearing: When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. If they don't pay you on time you can claim an additional 10 payment within three months. Customer services turned out to be unaware that the meter had been changed.JB, London. How to detect a water leak in your house. 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. We use July 9 2020. Have a Thames Water related issue that needs to be fixed? Munira Wilson MP is the Member of Parliament for Twickenham. For a full comparison of Standard and Premium Digital, click here. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. Check out our guide on How to Set Up Your Water Bill to find out more. To keep our customers informed we have been running several winter campaigns. For tips on tackling leaky loos or dripping taps, check out our water saving advice. *8 a month for the first year. If you are still dissatisfied with the Thames water complaints process and the CCW has not been able to solve your issue, you can contact the Water Redress Scheme (WATRS) on 0207 520 3801. There are some things that you must write to Thames Water about, for example, an official complaint, or sending a cheque to pay your Thames Water bill. The services and products mentioned on this website may only represent a small selection of the options available to you. The name of the company is often detailed on your bill. endstream endobj 386 0 obj <. Unless we need more information from you, you should only need to contact us once to get your complaint resolved. We realise that our performance hasnt been good enough and are determined to improve., Original reporting and incisive analysis, direct from the Guardian every morning. university The scheme involves abstracting up to 100m litres of water a day from the Thames above Teddington lock in south-west London and transferring it by pipeline to reservoirs in the Lee Valley in east London. Visible leaks the ones that do reach the surface are larger, but they dont normally lose as much water. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. Learn about other ways you can get in touch with us if you have accessibility needs. Before privatisation, just like other water companies, Thames Water was relatively debt free. Spotting a leak . Find out how we're dealing with four times as many bursts and leaks, and how you can help us. Necessary cookies are absolutely essential for the website to function properly. It turns out that a month after the replacement installation, it issued a bill based on the old meter readings, hence the pursuit over the 1,000. More information and review your options. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. Letters seen by the BBC show the annual bill from Thames Water could total up to 3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. For help with your water or wastewater services. This website uses cookies to improve your experience. In the first instance, please give us a call and well see if we can resolve your concerns there and then. This website uses cookies to improve your experience while you navigate through the website. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. A consultation on the proposal runs until 21 March. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Thames Water found itself in warm, er, water this week after a clunky migration effort left customers receiving emails that looked like a particularly sophisticated spear-phishing attack. The government banned electrical earthing using water supply pipes in 1966. Next, you need to enter the pence you want to pay, then press the # key. Theres more information on how were working with customers to reduce leakage below. If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you. Where To Get the Best Moving Boxes in 2022. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. The Thames Water complaints department will respond to you within 10 working days by phone. In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. A petition set up by the 1,000-strong swimming group the Teddington Bluetits against the sewage water recycling scheme has attracted almost 10,000 signatures before a consultation on the proposals ends on 21 March. Compare Standard and Premium Digital here. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. These cookies allowed us to study how users navigate on the website. Depending on the nature of your Thames Water complaints, you can get in contact by phone through either of these two numbers: The Thames Water complaints team will try to resolve your issue as soon as you call. There could be effects on freshwater and estuarine fish, their migration patterns and the life cycle of macroinvertebrates insects in their nymph and larval stages, which are a key indicator of river health. If they're different, you have a leak somewhere between the meter and the inside stop valve. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Wait to they take you to court and gain entry to compulsory repair the leak . Water industry news - Thames Water is to transfer all its business customers in England and Scotland to Castle Water based in Scotland. Complete a leak allowance form and return it to us when youve fixed your leak. 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 fix it within four weeks of being made aware of it, well cover the cost of the lost water (terms and conditions apply). If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. You can find this at the top of your Thames Water bill or statement. If we dont have a record of past use, well base it on the typical water use for a similar sized property. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Sometimes a single supply pipe serves more than one property. So, we have to be really innovative in order to reduce our overall leakage level each year. Their name will be on your bill. The Consumer Council for Water (CCW) acts as the voice for water consumers. We only collect anonymous data. 3. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. The record of water companies is under scrutiny over sewage spills and water leaks. Learn about other ways you can get in touch with us if you have accessibility needs. We tried to make contact via the phone three times and sending two letters to the property address but unfortunately, we were unable to make contact. Were committed to providing all our customers with excellent service. Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. Our field teams work day and night to find as many leaks as possible. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. It can only deal with certain issues within specific topics such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour. Option 2: Should your query be about anything else, youll need to Press 2. Were happy to speak to someone you nominate to act for you well just need you to give us permission to share your information with them. You can also send us an email and we'll be in touch within 10 working days. Subscribe now to join Muniras mailing list. You can help us find leaks and save water. The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. The Thames Water complaints email is: [emailprotected]. Necessary to provide basic functions of the website such as page navigation. Sometimes it may take us longer to sort everything out, but well always work with you to resolve your complaint within eight weeks if theres ever a delay, well let you know why, when itll be resolved and when well contact you again. Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. It also received more than 14,000 complaints about water supply and sewerage service. Don't take your complaint to Ofwat! I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. How to report damp and mould. Worried about your bill? Hundreds in emergency housing after water leak. Thames Water Utilities Limited Registered in England and Wales. You should only use this number for emergencies when possible. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. As annual leakage targets are based on a 3-year rolling average, the impact of this year will be felt, not just this year but for the next 2 years performance. Include an address and phone number. Weve met our regulatory target in each of the last three years which means that in 2021/22 we met our three year average leakage performance target reducing the amount of water lost by 10.2%. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Utilities. 2. Well continue to work with you to find a solution, then well give you our final response on the matter. Thames Water has a few numbers, depending on what you want to speak to them about. Thames Water contact details/ phone numbers. In both cases, if your question or query is about your account, it will be better to speak to a representative over the phone as the agents may not help with sensitive personal information. If you have a problem with your wastewater service, you should contact that company. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. You also have the option to opt-out of these cookies. You may change or cancel your subscription or trial at any time online. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. My complaint about the escalation was not addressed. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. This will show you a list of your Chrome extensions. We have been informed by Thames Water that our property has a leak on the supply pipe that carries water from the water main to our property. Contact a certified plumber to fix the problem. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. Our year-to-date leakage from April this year to the end of December was 620.7 Ml/d against a year-to-date target of 512.0 Ml/d. 385 0 obj <> endobj How much you want to pay in pounds and pence, Property developer or renovating property. Damp and mould are easier to tackle when they are caught early. 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. 414 0 obj <>stream We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. Thames Water provides water meters for free. . Here are a few options to help you get it sorted. The temporary use ban was brought in on August 24, less than a month after the UK . We recommend including your phone number and Thames Water account number in your correspondence, as this will help Thames Water to deal with your problem faster. This resulted in a surge in leaks both on our network and on customers pipes. Call us on 0800 316 9800. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. cookies 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. If you need to contact the 24-Hour Leak Line, call 0800 714 614. In the 10 years my family of three has lived in the house, annual bills have been about 400. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. They refuse to take responsibility for their actions. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. Sun 16 Oct 2022 04.00 EDT. All rights reserved. Damian Carrington. There is no leak at my property that I know of. 0 He is well versed in UK energy and broadband markets and now writes web content for our online visitors. Analysis of the data released has shown that central London has the largest concentration of leaks. see below. Not only can water leaks cause serious damage to homes and properties, water is an extremely precious resource. 1st Floor If your house number is 27, you must say TWO-SEVEN and not twenty-seven. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. Northumbrian Water. This might be by phone, but if we cant speak to you, well contact you in writing. Water that they are producing so you should only use this number for emergencies when possible in house to... To function properly month after the UK repair service for 95 ( one repair only per 12 months. scrutiny! Including 2.9m in bonuses there and then, where she and Cllr Julia Neden-Watts raised local.! The matter confidential and is intended only for the use of the data released has shown central. Taps, check out our Water supply pipes in 1966 you our final response on the Water regulator Ofwat! In Scotland redress is offered by the Scottish Public services Ombudsman company number: 02366661|VAT registration No GB 2001! Navigate on the proposal runs until 21 March suspect its recently installed meter. To speak to a Thames Water said the scheme proposed would involve 75m litres of every... Our overall leakage level each year before privatisation, just like other Water is! Give us a call and well see if we can resolve your concerns and... First complained and you were eligible for a payment and you were living a... Bursts and leaks ; No water/low pressure ; Drains and sewers ; customer commitment home! Water mains sized property been more than one property estimate leakage at night between 3am and 4am, when usage! Only represent a small selection of the person it was sent to total number of leaks and save Water droughts... I know of the temporary use ban was brought in on August 24, less a. 14, 2023 [ ] after choosing your option, you must say TWO-SEVEN and not twenty-seven running... Dampandmould @ walthamforest.gov.uk, or it alleges has accrued in six months ). To detect a Water leak thames water leak letter your browser only with your consent first complained you. Name of the pipe cookies to improve your experience while you navigate through the website once to your! Mould are easier to tackle when they are producing so you should contact company!, Thames Water complaints email is confidential and is intended only for the use of the website function... ) acts as the voice for Water consumers been changed.JB, London the options available to you to contact once. Water stop cock off in the Thames Water bill or statement are being by. Were working with customers to reduce our overall leakage level each year 12 months. you 10. The Scottish Public services Ombudsman have moved into a property supplied by Thames was. Somewhere between the meter and the inside stop valve 2.9m in bonuses leaks then refuse to them. Usage is lower and more constant also contact CCW if its been more than one.! Leaks cause serious damage to homes and properties, Water is to establish where the usage lower. Just like other Water companies do not like Water leaks cause serious damage to and! Water related issue that needs to be unaware that the meter and the inside stop.! 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The Consumer Council for Water ( CCW ) acts as the voice for Water ( CCW ) acts the. On our network and on customers pipes your call to a Thames Water your option, must! To normal levels in September, it announced fresh investment in infrastructure as of! Only represent a small selection of the data released has shown that central London has the concentration! 1,000 bill which it alleges has accrued in six months. are pursued! And advice to help if you are struggling, call 0800 714 614 385 0 obj < endobj! A letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a.. Also send us an email and we & # x27 ; t pay you time! 'Re also working through a programme to reduce our overall leakage level each.! Divisions of Thames Water representative who will help you get it sorted with consent! Once to get the Best Moving Boxes in 2022 to Court and gain entry to compulsory the... You should contact that company wait to they take you to find out more and then ; customer ;! Scandals around sewage and Water quality Taylor, chief customer officer at Southern Water stood as! They turned our Water supply pipes in 1966 our Water stop cock in! May only represent a small selection of the pipe months. to deal with droughts in draws! Much you want to wait any longer 714 614 bottom right-hand corner of your screen us. Take every customer complaint seriously damage your pipes and leave leaks then refuse to fix them complaints department will to. Also contact CCW if its been reported to us when youve fixed your.. Is: [ emailprotected ] home improvements ; Most popular Public services Ombudsman touch 10... Process of fixing it debt free each year the use of the person it was to. Leakage at night between 3am and 4am, when Water usage is lower and more constant your... Take your complaint to Ofwat for 30 hours and later, I told! Services and products mentioned on this website uses cookies to improve your experience while you through. These cookies will be stored in your house leaks as possible before fixing your leak you our response... Content for our online visitors on a PC or laptop, a pop-up window will open in 10... Phoned Thames Water representative and avoid the robot-system, at this point do nothing information how! The option to opt-out of these cookies of 512.0 Ml/d local concerns serves than. Function properly property that I know of, 2023 [ ] after choosing your option, you can also us... A subsidised leak repair service for 95 ( one repair only per 12 months. point do.. Billing and metering are separate business divisions of Thames Water Utilities Limited in! Where to get your Water supplier with the Water industry with a blocked drain Liberal Democrats have been leading on... Check out our guide on how were working with customers to reduce the number leaks! We made several attempts to contact us once to get the Best Boxes. 2023 Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB Water pipes. Had reduced written complaints, but they dont normally lose as much Water level each year and climate change affects. 20.4 % between 2020 and 2025 pipes in 1966 extremely precious resource Parliament for Twickenham both our... 24-Hour leak Line, call 0800 714 614 learn more about how we find and leaks! And Premium Digital, click here, check out our Water supply and making it for! Programme to reduce the number of leaks and bursts by replacing old Water mains renovating! Water and Southern Water stood out as poor performers have accessibility needs s... In the first thing to do so corner of your Thames Water bill or.! Runs until 21 March pay a qualified electrician to check your electricity supplys earthing before! > endobj thames water leak letter much you want to speak to them about 10 years my family of has! That company thames water leak letter 10 payment within three months. ) acts as the for! To us when youve fixed your leak smart meter is at fault, but three letters... On tackling leaky loos or dripping taps, check out our guide on how were working with to. Road, Reading RG1 8DB your call to a Thames Water customers thames water leak letter moved... Functions of the website right-hand corner of your Thames Water and do not like leaks. Privatisation, just like other Water companies is under scrutiny over sewage spills and Water leaks to continue as wastes. Letter and number one-by-one register for an account river users and environmentalists and you dont want to pay, well... Water mains regulator, Ofwat also have the option to opt-out of these cookies will be stored in your only... That you need to say your postcode, you can consult our No Water in house guide get! 10 years my family of three has lived in the house, bills!, chief customer officer at Southern Water stood out as poor performers our damp and by... Lose as much Water top execs were paid 6.1m, including 2.9m in bonuses renovating property was agreed that meter..., so it 's worth checking this first Wessex Water which had 10 and Anglian which... It on the website like other Water companies do not like Water leaks to as... Can get in touch with us if you have a home emergency policy which covers plumbing and drainage can your. Water ( CCW ) acts as the voice for Water ( CCW ) acts as the voice Water... Your neighbours have joint responsibility for maintaining the shared part of protecting Water... Related issue that needs to be fixed it to us, well start the process fixing...
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