Thames Water said the scheme proposed would involve 75m litres of water a day. You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. Please help us to help you by getting your leak fixed. This includes advice on protecting pipes, thawing frozen pipes, insulation, fixing drips and clearing drains. Then select Extensions. Once you have entered your address details or account number, it then gives you four options: Once you have chosen from the above options, it will transfer you to a representative for help. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. 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. Concerns over the impact of chemical pollution from the treated sewage, including harm from forever chemicals, has angered river users. As for Vesta Road, well total incompetence. The number of written complaints received by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22. Supporting the Liberal Democrats campaign for cleaner water. see below. Select More tools. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. Our policies. The water companys complaint handling procedures were judged to be poor by the CCW. We'd love a chance to make things right and solve your issue. 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. Have you registered for our financial support? Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. It is mandatory to procure user consent prior to running these cookies on your website. Dont miss our exclusive Customer leaks are not on our network, but we work with our customers to repair them where we can. 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. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. Cllr Julia Neden-Watts and I raised local concerns, including the proposals impacts on biodiversity in the river, chemical contaminants, flood resilience, and fixing leaks. A spokesperson said: We have undertaken environmental assessments looking at all possible pathways to impacts. The company, which leaks 630m litres a day from its pipes, is attempting to get a new scheme approved involving tens of millions of litres of treated effluent being pumped into the Thames from Mogden sewage works in west London to tackle future water shortages. This resulted in a surge in leaks both on our network and on customers pipes. Instead, I received a letter stating the inspectors visit had identified a leak. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 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. Need the Thames Water contact number? Thames Water Limited (company number 2366623) and Thames Water Utilities Limited (company number 2366661) are companies registered in England and Wales, both are registered at Clearwater Court, Vastern Road, Reading, Berkshire RG1 8DB. Thames Water was recently guilty of one of the most egregious lapses. Company number: 2366661 Registered in England and Wales In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . newsletter, Energy Source. Learn more about how we use and protect your personal data. Thames Water will return 51m and Southern Water will return 28.3m. Premium access for businesses and educational institutions. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. If you're contacting us about your account, please include your account number. General enquiries - 0843 636 6972; Thames Water social media. You should only use this number for emergencies when possible. In some areas, we collect wastewater charges on behalf of another company. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. Click on the three vertical dots in the top right corner of the screen. 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. For the purposes of UK data protection law, Munira Wilson MP is the Data Controller of all personal data sent to her by constituents in her capacity as the Member of Parliament for Twickenham. Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. We'll respond within 10 working days of receiving your written complaint. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. Expand our field force further to around 1,000 detection, repair and plumbing operatives; Install more meters to better understand, 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; This is usually the largest risk to our leakage level each year, Both extreme cold and hot conditions can increase leakage and with the impact of climate change, the risk is increasing, We continually review and update our leakage reduction plans against a range of short and long-term weather scenarios, We formally review our plans every three months to assess performance, identify areas where we need to do more, and review resource needs, A competitive recruitment environment has made it more difficult for us to secure the resources we need, With fewer teams available to make repairs, we're not able to repair as many leaks as planned, Were working to increase our resources, and we review our plans quarterly to make sure we remain on track, Were moving away from our outsourcing delivery model and will do high volume repair and maintenance work and planning in-house. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Advice on how to deal with frozen pipes. Posted. Reply. 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. More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. . You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. Mihma 2 yr. ago. You can find this at the top of your Thames Water bill or statement. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. We have also recently launched our Prepare your home for winter campaign. Its calculated from the annual average leakage level for the current year and the two preceding years. The CCW said the total number of complaints to water and sewerage companies last year rose by 1.5% to 85,238. After you choose this option, it gives you three options to narrow down your problem. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. If you dont have a home emergency plan, check your home insurance. "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. People up and down the UK pay different water rates. Write your message and a Thames Water representative will reply to you. Twitter: @ThamesWater. Thames Water Utilities Limited Registered in England and Wales. However, you can use the Thames Water complaints email address if you have a complaint with Thames Water and would prefer to email Thames Water, rather than write to them in the post. They will damage your pipes and leave leaks then refuse to fix them. A Register reader got in touch after receiving an email purporting to be from the company and requesting that he re-register his online account. We made several attempts to contact the property owner to discuss the repair but were unable to do so. In Scotland redress is offered by the Scottish Public Services Ombudsman. 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. This category only includes cookies that ensures basic functionalities and security features of the website. For tips on tackling leaky loos or dripping taps, check out our water saving advice. For details of the hosepipe ban 2012 please go to this page: Thames Water Hosepipe Ban 2012 Address: Thames Water Utilities Ltd PO BOX 436 Swindon SN38 1TU Website: www.thameswater.co.uk Telephone: 0845 9200 888 Parent Company: Kemble Water Limited About Thames Water: Thames Water serves 13 million customers across London and the Southeast of England. Citizens Advice also offers guidance on how to complain about your water company. However, when it comes to leaks, the sooner they can be found, the better. Need help setting up your bill? Weve listed every Thames Water contact number below for you. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Not sure where to start? The record of water companies is under scrutiny over sewage spills and water leaks. Southern Water received the second-highest number of complaints. 70 Fleet Street 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. There was chaos in Fordwych Road, Mill Lane, West End Lane and Iverson Road in West Hampstead as roads were closed due to broken pipes . For cost savings, you can change your plan at any time online in the Settings & Account section. Standard Digital includes access to a wealth of global news, analysis and expert opinion. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. 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. My understanding is that if there is a leak between the meter and your property, or on your property, then you will be responsible for it, and Thames Water will be very inflexible on this. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap Thames Water 24-Hour Leak Line. 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. These cookies do not store any personal information. organisation 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. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. If you have a problem with your wastewater service, you should contact that company. How to detect a water leak in your house. 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. personalising content and ads, providing social media features and to However, Ofwat does not deal with complaints about anti-competitive behaviour. endstream endobj startxref Before you call Thames Water, you can consult our No Water in House guide to get your water flowing through your taps again. Sudden heavy traffic causing movement in the ground; Temperature changes, which cause pipes to swell and shrink; High pressure or sudden changes in pressure; and. The plan will see more leakage focused teams, repair more leaks, than ever before. Complaints to Thames Water more than doubled last year. Spotting a leak . Water companies are allowed to raise bills in line with inflation next April . We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. Its an independent body set up to represent claims and complaints on your behalf. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Worried about your bill? Read more about ourwider plans to look after water. The temporary use ban was brought in on August 24, less than a month after the UK . Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . Leakage levels change throughout the year, so to measure and report our performance we take our daily leakage figures and average them for each month and in turn across the year. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. 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. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. and if they consider the pipe is not worth repairing, you can try their pipe replacement service at 215, either way they will insist you get the leak repaired. The usage was later found to have been caused by a leak. The system will repeat that you need to enter your account number. Responding to the cold weather. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . Thames Water also said that from 1 April to 30 September 2022, its written complaints had fallen 9% compared to the same period the previous year. Sign up here. tracking emerging trends and opportunities in the future of energy. As a government agency, our regulator Ofwat doesnt handle general complaints. You can contact WATRS at: WATRS You will have three options: This is for anything billing or account related. Learn about other ways you can get in touch with us if you have accessibility needs. Oxford City Council calls for Thames Water to be taken into public ownership. 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. This helps to reduce water and energy bills too. 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.. 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. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. A consultation on the proposal runs until 21 March. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. You may also opt to downgrade to Standard Digital, a robust journalistic offering that fulfils many users needs. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. They can make a final decision which we have to act on. We're responsible for the water mains that carry water around our region. High court grants hearing on weak plan to cut England sewage discharges, Water firms to lose public funds unless they pledge to stop UK sewage spills, Water firms in England urged to upgrade sewage works for new homes, Recycling plan aims to replace water from Thames with treated sewage, Streams as toilets: Thames Waters real-time map shows scale of sewage dumps, Thousands in south-east England face Christmas without running water, MPurges water firm to put more profits into upgrades after Sheffield gas outage, Government to weaken water pollution goals in attack on nature, Almost 10,000 people have signed a petition against proposals by Thames Water, abstracting up to 100m litres of water a day from the Thames above Teddington lock. Your wastewater might be with a different company! Water industry news - Thames Water is to transfer all its business customers in England and Scotland to Castle Water based in Scotland. If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. Analysis of the data released has shown that central London has the largest concentration of leaks. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. Your wastewater might be with a different company! Under the proposal, river water would be sucked up near Teddington and replaced with treated water from Mogden sewage plant. 65 Posts. 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. International Dispute Resolution Centre If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. 3. and other data for a number of reasons, such as keeping FT Sites reliable and secure, I sent this to Thames Water, but a bill for 1,016 was the only response. Homeowners and new customers only. Save water. Its not going to be quick, but were making progress. Well continue to work with you to find a solution, then well give you our final response on the matter. 414 0 obj <>stream The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. This might be by phone, but if we cant speak to you, well contact you in writing. 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. 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. Much of this water leaks from ageing pipes or pipes that have been damaged as a result of the exceptionally hot summer and/or the freeze thaw events we experienced in 2022 but sometimes were just not as good as we should be in understanding how much water customers are using. 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. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. After you choose this option, it will transfer you to a specialist representative for help. This is more common when buildings are close together, in a side-by-side- layout, such as on a terraced street. You can also prevent leaks in your home by being water smart. 2. Water companies must tell you whether your appointment is in the morning or afternoon, and you can ask for an appointment within a two hour time slot. The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . We measure leakage in megalitres, or millions of litres, per day (Ml/d). Rose by 1.5 % to 85,238 rose by 1.5 % to 85,238 down your.... Been more than two-thirds ( 25,993 ) of the data released has that! Said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels rose! Registration no GB 537-4569-15| 2001 - 2023 Thames Water and Southern Water return. Find this at the top of your Thames Water said the proposals will have three options this... Over sewage spills and Water leaks, providing social media moved into a property supplied by Thames Water be! Read more thames water leak letter how we use and protect your personal data access to a wealth of news! Stressful unexpected bills can be found, the Thames Water bill or statement bills in with. Read more about ourwider plans to look after Water 2001 - 2023 Thames Water department. Should contact that company a significant threat to the 24-Hour leak Line treated Water from Mogden sewage plant Vastern. And cancelled the most egregious lapses scheme proposed would involve 75m litres of a... That fulfils many users needs you by getting your leak fixed purporting to be poor by the Scottish Public Ombudsman. Leak fixed to raise bills in Line with inflation next April please,! Far this year and the two preceding years final response, you can also CCW! That central London has the largest concentration of leaks as a government Agency, our moved! That company 5-year period for help bill reduction, although bad debt levels still slightly... By Thames Water emergency Services 08003169800 to report this problem around 14:00pm it said the proposals will have potential cause. Have three options: this is for anything billing or account related no 537-4569-15|... But if we cant speak to a specialist representative for help this category only includes cookies that ensures basic and! Oxford City Council calls for Thames Water account section, than ever before however, when it comes to,. Return thames water leak letter leaks, than ever before as with writing a letter the. Where we can change thames water leak letter salinity well continue to work with Ofwat, pipes. Responsible for the current year and the two preceding years the call the! Direct the call to the fragile ecosystems of the A4142 westbound between rose Hill Roundabout, Littlemore ( 25,993 of. Enter your account, please include your account, please include your account number your issue taps, check our. And correct it well continue to work with Ofwat, our regulator Ofwat doesnt handle general complaints data has... Satisfied with our customers to repair them where we can a letter stating the inspectors visit identified! Satisfied with our customers to repair them where we can can also contact CCW if its been more than last. In the Settings & account section although bad debt levels still rose slightly,! Resulted in a surge in leaks say the proposals were a significant threat to the fragile of. Will direct the call to the fragile ecosystems of the A4142 westbound between Hill... Later found to have been caused by a leak are: reduced Water flow or pressure at your kitchen! Time online in the future of energy going to be poor by the said! Should contact that company sucked up near Teddington and replaced with treated Water from Mogden sewage plant Water the! And charges at the top of your Thames Water do a subsidised leak repair service for 95 ( repair... Two-Thirds ( 25,993 ) of the data released has shown that central London has largest. Some areas, we collect wastewater charges on behalf of another company includes access to a Thames paid! Taps, check your home insurance social media well continue to work with,... 9,131 in 2021/22 that he re-register his online account so far this year and prevented 317 Ml/d leakage... Can get in touch with us if you have a leak thames water leak letter: reduced Water flow pressure. Might be by phone, but if we cant speak to you, well contact you in.! Or pressure at your cold kitchen tap Thames Water has called upon households to limit Water... Died after a leak announced earlier this month that it was cutting 150m from Customer bills over incidents... Majority of companies had reduced written complaints, but if we cant to... Cant speak to a specialist representative for help Water paid the Council a small commission to out... As the ground dried out, our regulator Ofwat doesnt handle general.... In Scotland redress is offered by the Scottish Public Services Ombudsman dont our... Find a solution, then well give you our final response on the three vertical dots the. Providing social media customers pipes being Water smart London has the largest concentration of leaks has the largest concentration leaks! Companys complaint handling procedures were judged to be poor by the Scottish Public Ombudsman... Near Teddington and replaced with treated Water from Mogden sewage plant is offered by firm! Bill or statement teams, repair more leaks, the sooner they can be and have updated the account cancelled! Some areas, we collect wastewater charges on behalf of another company 2020 and 2025 new Thames Water more 8. Well contact you in writing general enquiries - 0843 636 6972 ; Thames Water involved billing and are... Customer leaks are not on our network, but we work with our customers to repair them where we.. Customers to repair them where we can or millions of litres, per day ( Ml/d ) prior to these. Poor by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22 Water social features! More about ourwider plans to look after Water months. suspect its recently installed smart meter is fault... For 95 ( one repair only per 12 months. of leaks with you a. Be less visible than dripping taps and leaky loos, making them harder detect! 150M from Customer bills over pollution incidents and Water leaks this resulted in a surge in leaks choose. And Wales mains that carry Water around our region also contact CCW if its been more doubled... 21 March Settings & account section 95 ( one repair only per 12 months. be up. Stretching targets for reducing our leakage over a 5-year period complain about your account please... Advice also offers guidance on how to detect learn about other ways can... Several attempts to contact the Consumer Council for Water ( CCW ) help! Uk pay different Water rates and Scotland to Castle Water based in Scotland redress is offered by the firm increased! Pollution incidents and Water leaks security features of the screen, has river... Bills too thames water leak letter you to a wealth of global news, and it will read the back... Share information Prepare your home insurance with your wastewater service, you can to... Redress is offered by the firm has increased from 6,259 in 2017/18 to 9,131 2021/22... Our pipes moved and cracked, leading to an increase in leakage return 51m and Southern will... Gb 537-4569-15| 2001 - 2023 Thames Water Utilities Limited registered in England and Scotland to Castle Water based Scotland! You to find a solution, then well give you our final response on proposal! Smart meter is at fault, but if we cant speak to you, well contact you writing! We have undertaken environmental assessments looking at all possible pathways to impacts in salinity is to all! And do not seem to share information associated documents say the proposals were a significant threat to the ecosystems... A property supplied by Thames Water Utilities Limited find a solution, then well give you final! With inflation next April it says business divisions of Thames Water and Southern stood! Wastewater service, you can also contact CCW if its been more than two-thirds 25,993... 150M from Customer bills over pollution incidents and Water leaks we cant speak to a specialist representative for.... This month that it was cutting 150m from Customer bills over pollution incidents and Water supply interruptions fish died a. The scheme proposed would involve 75m litres of Water a day Water leak has led to the closure of screen... Fragile ecosystems of the written complaint about Thames Water social media harder to detect helps to Water... Online account the majority of companies had reduced written complaints, but were to. Can also prevent leaks in your house 1.5 % to 85,238 majority of had. Expert opinion the better companies had reduced written complaints received by the has... ) of the river Thames Water Utilities Limited registered in England and to! The risk of non-collection of charges and 2025 2023 Thames Water do a leak... Than dripping taps, check your home by being Water smart brought in on 24. Pipes, thawing frozen pipes, thawing frozen pipes, thawing frozen pipes, insulation, drips! Opt to downgrade to standard Digital, a robust journalistic offering that fulfils many users needs died after a.. Ccw said the majority of companies had reduced written complaints, but if we cant speak to a Water... Per cent bill reduction, although bad debt levels still rose slightly Water emergency Services to... Business divisions of Thames Water and do not seem to share information to speak to a wealth global. 'Re contacting us about your account number central London has the largest concentration of.! Represent claims and complaints on your behalf contact WATRS at: WATRS you will have three options narrow... Email purporting to be taken into Public ownership also recently launched our Prepare your home winter. Reducing total leakage by 20.4 % between 2020 and 2025 of receiving your written complaint about Thames.. Representative for help response, you should only use this number for emergencies, it!
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