Use Option 1 to confirm you are the account holder. I hired a leak specialist through Thames Waters list of recommended plumbers, who concluded there was no leak and questioned whether the meter was to blame. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. 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. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. If so, your leak may already be covered, so it's worth checking this first. Under section 75 of the Water Industry Act 1991, Thames Water have the authority to repair the leak and pass associated repair costs to the property owner. Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. If you have a complaint, please always call us if you possibly can. A mystery how a Thames Water bill went up from 400 to 1,000. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. Of course you can! Sign up here. 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. 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. Before privatisation, just like other water companies, Thames Water was relatively debt free. Angling Trust head of policy Martin Salter said: "It's . For Council tenants, please report damp and mould by either: Emailing our damp and mould email address [email protected], or. 2. Necessary to provide basic functions of the website such as page navigation. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. Before you call Thames Water, you can consult our No Water in House guide to get your water flowing through your taps again. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Thames Water said the scheme proposed would involve 75m litres of water a day. Burst water mains and leaking pipes. 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 . On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. 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 Thames and replacing it with treated effluent from one of Europes biggest sewage treatment works. 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). For help with your water or wastewater services. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Then select Extensions. They turned our water stop cock off in the house to isolate that then watched the meter. Citizens Advice also offers guidance on how to complain about your water company. If not the account holder will be responsible". We only collect anonymous data. By continuing to browse, you accept the use of cookies. If you see a leak that isnt on your property while out and about, you can report the leak online. It was agreed that the meter would be changed. Please see the options under Customer Service: 0800 980 8800. Necessary cookies are absolutely essential for the website to function properly. This is more common when buildings are close together, in a side-by-side- layout, such as on a terraced street. Peng Zhang. Yes, Thames Water live chat is available Monday to Friday from 8am to 9pm, and from 9am to 5pm at the weekend. Saturday and Sunday, 9am - 5pm. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. Its not going to be quick, but were making progress. Sandra Laville. Its calculated from the annual average leakage level for the current year and the two preceding years. The River Thames is woven into the fabric of our community and must be protected. 2. Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . 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. Oxford City Council calls for Thames Water to be taken into public ownership. However, Thames Water continued to blame a leak for our huge bill. 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. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. Need the Thames Water contact number? In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. This website uses cookies to improve your experience while you navigate through the website. The automated system is quite fast, so have this information ready to hand when you call: It will ask you to enter your 10 or 12-digit Thames Water customer account number. If youre having problems with Thames Water, for example, issues with your billing, account, or your water services, you can go through the Thames Water complaints procedure to resolve your problems. Holding Thames Water and the Government to account. organisation Dont miss our exclusive If we dont have a record of past use, well base it on the typical water use for a similar sized property. 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. 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. Where To Get the Best Moving Boxes in 2022. 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. Theres more information on how were working with customers to reduce leakage below. It also received more than 14,000 complaints about water supply and sewerage service. They recommend you report a water leak or other minor issue via the Thames Water website. Thames Water address. If they're different, you have a leak somewhere between the meter and the inside stop valve. or As a general rule, youre responsible for the water supply pipe that runs from the boundary of your property into your home, as well as all your internal pipes and fittings. Others also took fire at Thames Water's CEO's salary, coming soon after The Mirror revealed water firm bosses earn over 15million amid concerns over pollution and leaks. If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. Were committed to providing all our customers with excellent service. London. Thames Water suffers surge in written complaints. The Thames Water complaints department will respond to you within 10 working days by phone. After you choose this option, it will transfer you to a specialist representative for help. Last modified on Sat 27 Feb 2021 00.14 EST. Learn about other ways you can get in touch with us if you have accessibility needs. 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. . The information does not represent formal annual regulatory reporting. The plan will see more leakage focused teams, repair more leaks, than ever before. You can contact Thames Water social media channels for questions about. 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). Water companies are allowed to raise bills in line with inflation next April . Tue 28 Feb 2023 06.51 EST. Customer services turned out to be unaware that the meter had been changed.JB, London. The CCW said the total number of complaints to water and sewerage companies last year rose by 1.5% to 85,238. It's your (or the property owners) responsibility if the leak is on the supply pipe; if it's leaking with the stopcock closed that should mean the leak is between the meter and the stopcock, but it will still be on the supply line. More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. Thames Water is at the top of a league table charting the number of written complaints made to water firms in England and Wales last year, with the number more than doubling since 2017. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 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. We're responsible for the water mains that carry water around our region. 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.. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. We also use Artificial intelligence to help us find and fix large leaks faster. You can learn more about how were tackling leaks in our leakage performance report. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 414 0 obj <>stream Check out our guide on How to Set Up Your Water Bill to find out more. 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. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB.