Thames Water's Head of Water Networks . 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 . Since 2017, Thames Water has been fined more than 128m for poor management of leaks. 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. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Write your message and a Thames Water representative will reply to you. 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. For your postcode, you must also say each letter and number one-by-one. Its not going to be quick, but were making progress. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. 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. Munira recently challenged the Government in Parliament on holding water companies to account on the leak . You can also send us an email and we'll be in touch within 10 working days. International Dispute Resolution Centre 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). People up and down the UK pay different water rates. 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. It is mandatory to procure user consent prior to running these cookies on your website. This means we may serve you with legal notice under the Water Industry Act 1991, which gives us the power to carry out and charge you for repair works if you dont fix the leak yourself. Southern Water received the second-highest number of complaints. 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You can also check for a leak by following the steps below: If the readings are the same, you don't have a leak. Its complaint-handling procedures were also judged to be poor. 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 . If youre on a mobile device, Facebook Messenger will open. If you want to find out more, check out our Thames Water Meter guide. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. You can find this at the top of your Thames Water bill or statement. . For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. Reply. This website uses cookies to improve your experience while you navigate through the website. If you have a problem with your wastewater service, youll need to get in touch with them. Customers will be given a year to compare their unmetered bill to how their bill compares with a meter and then they will be on a metered rate. Get a plumber. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. analyse how our Sites are used. Latest in your area. As with Facebook, to tweet Thames Water you only need to head over to the Thames Water Twitter page and press the envelope icon, write your message and wait for a Thames Water representative to tweet back to you. The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . Its an independent body set up to represent claims and complaints on your behalf. Cookies used for marketing and advertising purposes. Fri 26 Feb 2021 12.03 EST. If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. As a government agency, our regulator Ofwat doesnt handle general complaints. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. 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. Your plight remains a mystery. cookies It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. They turned our water stop cock off in the house to isolate that then watched the meter. 1st Floor Premium Digital includes access to our premier business column, Lex, as well as 15 curated newsletters covering key business themes with original, in-depth reporting. We use Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. But the first thing to do is to establish where the . 70 Fleet Street We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. 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. Weve listed every Thames Water contact number below for you. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. Angling Trust head of policy Martin Salter said: "It's . Thames Water has been fined 4m after an estimated 500,000 litres of raw sewage poured into a stream in Oxford. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. Were committed to providing all our customers with excellent service. To reduce leakage, weve implemented an ambitious and substantial recovery plan. The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. 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 . In the 10 years my family of three has lived in the house, annual bills have been about 400. Option 2 is when your question is not about billing. Company number: 2366661 Registered in England and Wales 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. We support credit card, debit card and PayPal payments. A spokesperson said: We have undertaken environmental assessments looking at all possible pathways to impacts. Extreme weather events, like freeze-thaws. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. Attribution. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. %%EOF Then select Extension options. This email is confidential and is intended only for the use of the person it was sent to. Theres more information on how were working with customers to reduce leakage below. Dont miss our exclusive If youre a tenant, this is your landlords responsibility to fix and maintain. They can make a final decision which we have to act on. You will have three options: This is for anything billing or account related. We know its not acceptable to be losing so much precious water and weve got a plan to fix it. 385 0 obj <> endobj Thames and Southern worst in England and Wales, as complaints to Thames on bills, sewerage and supply double in five years. 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 can select which ones you want to be displayed on your browser toolbar. Thames Water Utilities Limited Registered in England and Wales. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. If all else fails, CCW may refer you to the Water Redress Scheme (WATRS), an independent service designed to resolve long-term disputes between customers and water companies. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . Thames Water was recently guilty of one of the most egregious lapses. Customer services said the meter would be investigated. Again, you will need to enter your Thames Water account number. 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. 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