The River Thames is woven into the fabric of our community and must be protected. 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. There is no leak at my property that I know of. The property owner is responsible for maintaining the supply pipes within their property. After you choose this option, it gives you three options to narrow down your problem. 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. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. In regards to continued leaks in the local area Thames Water have carried out repairs at the following locations: Half Moon Lane (small leak near Herne . You can also send us an email and we'll be in touch within 10 working days. Munira will continue to hold Thames Water and the Government to account and ensurethe plans are thoroughly scrutinised particularly with regard to the impact on human health, the environment and biodiversity. You now need to enter your credit, or debit card details, to pay. Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. Southern Water received the second-highest number of complaints. They often report leaks to us and we start to fix them soon after they appear. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. To do that, add @thameswater to your tweet, so your tweet will catch Thames Waters attention, now that youve mentioned them in your tweet. personalising content and ads, providing social media features and to Anyway, yesterday we received a letter from Thames Water stating that they had not heard from us re the leak and that as it was a supply pipe leak we were liable for repairs/replacement. A consultation on the proposal runs until 21 March. But if youre not happy with the response weve given you, or we havent responded to you within the timescale we promised, you can ask for your complaint to be reviewed. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. Analysis of the data released has shown that central London has the largest concentration of leaks. Posted. 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. Sometimes a single supply pipe serves more than one property. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters and 10 phone calls later, Ive been unable to get sensible answers. Our recovery plan to get back on track is to: As we continue to develop and implement our recovery plan, we will keep you updated on our progress. Not sure where to start? 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. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. It offers to send out a plumber for free to fix the leak. Thames Water subsequently agreed to hold two additional events. [] If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. university Find out how we're dealing with four times as many bursts and leaks, and how you can help us. Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . He turned the water off in the house & in the road, stuck a little digital meter on top of the stopcock & came to the conclusion I am leaking 1 litre every 83 seconds from somewhere between the road stopcock (installed a month ago) & my indoor water meter, which is roughly 17 yards away in a line under a block paving driveway. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. The team dug it up, only to discover that is not where the leak . Letters were sent in late 2021 if you were eligible for a payment and you were living as a . Weve listed every Thames Water contact number below for you. Thames Water 24-Hour Leak Line. 2. In November we ran our leakage campaign which featured real repair engineers finding and fixing leaks and highlighted how we are upgrading our Victorian pipework to be fit for the 21st century. The information does not represent formal annual regulatory reporting. Here are a few signs that you might have a leak: If you're a metered customer, you may notice an unexpected increase in usage. 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 know its not acceptable to be losing so much precious water and weve got a plan to fix it. You should only use this number for emergencies when possible. organisation The area covered by Thames Water has a population of 15 million, that comprise 27% of the UK . Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. This website uses cookies to improve your experience while you navigate through the website. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . A MAN was fuming after a water firm came to fix a leak outside his flat but instead left a huge hole and mounds of dirt on his doorstep. We're really sorry about your experience with us. Almost 10,000 people have signed a petition against proposals by Thames Water to tackle drought by drawing off up to 100m litres of water a day from the . Since 2017, Thames Water has been fined more than 128m for poor management of leaks. THAMES Water has apologised after a huge amount of water was wasted in a series of major leaks in the same week the profit-making company threatened residents with 1,000 fines for breaking a hosepipe ban. Any changes made can be done at any time and will become effective at the end of the trial period, allowing you to retain full access for 4 weeks, even if you downgrade or cancel. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . These cookies will be stored in your browser only with your consent. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. Check out our guide on How to Set Up Your Water Bill to find out more. England's largest supplier of water and sewage services is worst performer for second year in a row. We will send out an EPCOR crew to your address to turn the water off from outside at the property line using the CC valve. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. It was agreed that the meter would be changed. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. You may have a home emergency policy which covers plumbing and drainage. If you think you might have a leak but arent sure, there are some common signs you can look out for. If you own your home, you're responsible for the water pipe that runs from the boundary of your property into your home, and the internal pipes and fittings. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. This is unfortunately the automated system, but here we show you how to navigate through it. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. Once the leak at your property has been fixed, you'll need to let us know. They refuse to take responsibility for their actions. EC4Y 1EU. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year, bringing our total to 900,000. 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. 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. Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. 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Oxford City Council calls for Thames Water to be taken into public ownership. We use Well compare how much water youve used in the past, during a similar period, against the amount recorded by your meter while you had the leak. Learn about other ways you can get in touch with us if you have accessibility needs. Attribution. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . or If not the account holder will be responsible". CEO Sarah Bentley . Extreme weather events, like freeze-thaws. Verified Reviewer. Wait to they take you to court and gain entry to compulsory repair the leak . Theyre often small, underground and hard to find. It will repeat the amount back to you. Thames Water Utilities Limited Registered in England and Wales. Thames Water contact details/ phone numbers. Thames Water Utilities Limited Registered in England and Wales. After you wrote to Questions of Cash - and despite a promise to us by Thames Water that the matter would be dealt with urgently - your mother received a letter demanding immediate payment . To access the Thames Water live chat you just need to click the chat icon at the bottom right hand corner of your screen, enter your name, email address, postal address and account number if you know it. Customer leaks are not on our network, but we work with our customers to repair them where we can. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. Saturday and Sunday, 9am - 5pm. Thames Water was recently guilty of one of the most egregious lapses. 1st Floor The record of water companies is under scrutiny over sewage spills and water leaks. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. Holding Thames Water and the Government to account. Use Option 1 to confirm you are the account holder. We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. Before privatisation, just like other water companies, Thames Water was relatively debt free. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. Save water. Would you like to contact Thames Water by phone? Sun 16 Oct 2022 04.00 EDT. Munira has taken a number of actions in Parliament including: Following Muniras interventions, Thames Water agreed to hold two further consultation events. Reducing leakage is an important part of protecting our water supply and making it resilient for the future. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. 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. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Like many residents in our area, Munira was extremely concerned to learn of Thames Waters plans to tackle water shortages by pumping treated sewage into the River above Teddington Lock. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . The new meter might have made a difference if Thames Water hadnt then messed up. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. If youre a tenant, this is your landlords responsibility to fix and maintain. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. Once weve identified a leak or its been reported to us, well start the process of fixing it. Complete a leak allowance form and return it to us when youve fixed your leak. London. Thames and Southern worst in England and Wales, as complaints to Thames on bills, sewerage and supply double in five years. Please see the options above to navigate the system. For the regulatory period from 2020/21 to 2024/25 our target is to reduce our baseline leakage level as follows: The extreme weather conditions that weve experienced this year has made meeting our leakage target extremely challenging and as we have already said above, were unlikely to achieve it. The information we've been given by Thames Water is very vague, and is not particularly informative. 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 . For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. If youre on a mobile device, Facebook Messenger will open. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. endstream endobj startxref Thames Water has a few numbers, depending on what you want to speak to them about. 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. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. 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 this increase in leakage, we are significantly behind our target for this year. For your postcode, you must also say each letter and number one-by-one. 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. Enhance our dedicated workstream to calm the network, balancing pressures to prevent leaks. You can contact WATRS at: WATRS Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Well take updated readings to issue a new bill, as well as applying a leak allowance and a one-off payment as a gesture of goodwill to apologise.. We also use third-party cookies that help us analyze and understand how you use this website. 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. However, Ofwat does not deal with complaints about anti-competitive behaviour. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. London. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. Thames Water Home; About us; Developer services; Wholesale; Register; . Top cold-weather tips. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. 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%. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. Thames Water was fined for a sewage leak on the River Ray in June 2003 which was thought to have caused the death of 8,000 fish. A mystery how a Thames Water bill went up from 400 to 1,000. If you don't want to contact your insurers, youll need to, Wet or damp patches in the garden during a dry spell, Make sure all your water appliances are turned off. The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. These cookies allowed us to study how users navigate on the website. 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. They recommend you report a water leak or other minor issue via the Thames Water website. Utilities. Twitter also has the choice to write a public tweet. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 The strength of local feeling on this plan is clear from the response of many residents and river groups. 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. 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