With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. 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. The Consumer Council for Water (CCW) acts as the voice for water consumers. Next, you need to enter the pence you want to pay, then press the # key. If you dont have a home emergency plan, check your home insurance. 65 Posts. Whilst we remain focussed on achieving our overall target of 20.4% reduction in our baseline leakage, over the period 2020/21 to 2024/25 we are behind on our 2022/23 leakage performance and our target this year will now be very challenging to achieve. 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we were advised that there had been a mistake as the engineer was new and Thames Water no longer offered the free fix (withdrawn . Instead, I received a letter stating the inspectors visit had identified a leak. We also use Artificial intelligence to help us find and fix large leaks faster. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. 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. In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. Were also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main. Last week no one worked on the leak on Endwell Road. Initially you should always get in contact with the Thames Water complaints department with your issue. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. analyse how our Sites are used. 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 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. The number of written complaints received by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22. General enquiries - 0843 636 6972; Thames Water social media. Don't take your complaint to Ofwat! Thames Water provides water meters for free. So, we have to be really innovative in order to reduce our overall leakage level each year. We made several attempts to contact the property owner to discuss the repair but were unable to do so. They will damage your pipes and leave leaks then refuse to fix them. 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. Our policies. 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 . You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. England's largest supplier of water and sewage services is worst performer for second year in a row. This category only includes cookies that ensures basic functionalities and security features of the website. If you have a complaint, please always call us if you possibly can. Company number: 2366661 Registered in England and Wales You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. Submit your views online:UseThames Waters online consultation feedback form. 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. Calling our customer resolution centre on 0208 496 4197. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. 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. A consultation on the proposal runs until 21 March. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. Learn more about how we use and protect your personal data. Last modified on Sat 27 Feb 2021 00.14 EST. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. 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. There is scientific evidence that treated sewage can have ill-effects on water-based creatures, both through changes in the chemical makeup of the water and its temperature, he said. 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. Use Option 1 to confirm you are the account holder. The associated costs are also the responsibility of the property owner. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. New leaks can appear at any time. Sun 16 Oct 2022 04.00 EDT. Chat with us. Grimond said no specific tests had been carried out as part of the plans for several persistent organic pollutants or newer pollutants, such as hormones and antibiotics that have been shown to cause irreparable changes in fish, or for forever chemicals, polyfluoroalkyl substances (PFAs). Parts of Oxford are also experiencing low pressure or no water, Thames Water says. Advice on how to deal with frozen pipes. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. 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. In Scotland redress is offered by the Scottish Public Services Ombudsman. Save water. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. This might be by phone, but if we cant speak to you, well contact you in writing. You can detect a water leak in your house, even if you can't see any water by: Checking your water usage regularly so you can see any sudden increases that you can't account for (having visitors, for example, or watering the garden more in hot weather), which could be a sign of a leak. If you're contacting us about your account, please include your account number. Check if your We are currently fixing more than 1,000 leaks per week across our network meaning that, on average we are fixing a leak every 10 minutes, 24 hours a day. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. An independent plumber would charge you much more than that. 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. Thames Water Utilities Limited Registered in England and Wales. The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. You can also send us an email and we'll be in touch within 10 working days. 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. This helps to reduce water and energy bills too. newsletter, Energy Source. Damp and mould are easier to tackle when they are caught early. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . 414 0 obj
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We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. 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. 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. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . 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 . 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. 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. All rights reserved. They often report leaks to us and we start to fix them soon after they appear. You can find this at the top of your Thames Water bill or statement. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. 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. 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. 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. Munira has taken a number of actions in Parliament including: Following Muniras interventions, Thames Water agreed to hold two further consultation events. Read more about ourwider plans to look after water. Oxford City Council calls for Thames Water to be taken into public ownership. 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. 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. Burst water mains and leaking pipes. Compare Standard and Premium Digital here. We'll respond within 10 working days of receiving your written complaint. 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. The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . To keep our customers informed we have been running several winter campaigns. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. It will repeat this three times before transferring you to a Thames Water representative for help. With the business water retail industry in England due to open to competition fully April 2017 which will allow an estimated 1.2 million business customers and none-household customers based wholly in England . Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. You can still enjoy your subscription until the end of your current billing period. We've 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%. This is to discuss anything about reforming your property, or if you have a new-build property that needs a water supply. 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. We measure leakage in megalitres, or millions of litres, per day (Ml/d). endstream
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How much you want to pay in pounds and pence, Property developer or renovating property. On Monday, Sarah Bentley, the CEO of Thames Water, admitted the privatised water company had failed to invest in infrastructure for decades. but the investment consortium gained access to large sums of . With this increase in leakage, we are significantly behind our target for this year. 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. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. London. Our customers help too. Denis Castro, 53, says Thames Water even threatened to charg Weve also issued our "Prepare your home for winter"campaign through our website and we have been emailing our customers on Hot tips as the freeze thaws to help minimise customer side leaks. 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. You now need to enter your credit, or debit card details, to pay. 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 use 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. Latest in your area. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. July 9 2020. This is a 24-hour automated line. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. 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. Here are a few options to help you get it sorted. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. A leak detection man from Thames Water knocked on my door yesterday. cookies In some areas, we collect wastewater charges on behalf of another company. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Report a leak. If you're not happy with how the Thames Water complaints team have dealt with your complaint, you can of course ask them to review it. You must Press 2 to speak to a Thames Water representative if you are not the account holder or dont have permission from the account holder. If you need to contact the 24-Hour Leak Line, call 0800 714 614. If you spot a leak, please let us know. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. Sandra Laville. Sometimes a single supply pipe serves more than one property. Munira recently challenged the Government in Parliament on holding water companies to account on the leak . This will allow you to see all your Chrome extensions. This is unfortunately the automated system, but here we show you how to navigate through it. If youre on a mobile device, Facebook Messenger will open. Attribution. But the first thing to do is to establish where the . Save. The abstracted river water would be replaced by treated effluent from Mogden, one of the biggest sewage plants in the UK. London Twitter also has the choice to write a public tweet. Get a plumber. Thames Water is one of the few water companies that obligates a water meter installation for all its customers. If you are still unhappy or the Thames Water complaints team have not responded within 8 weeks, you can raise your complaint with the Consumer Council of Water (CCW). Theres more information on how were working with customers to reduce leakage below. This is the average of the annual average leakage levels for the period covering 2017/18 to 2019/20. Of course you can! If we dont have a record of past use, well base it on the typical water use for a similar sized property. Write your message and a Thames Water representative will reply to you. 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. It will repeat the amount back to you. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. Click here. 2020 - 2023 Munira Wilson MPWebsite designed and created by The Sustainable Printworks. 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. The hot and dry summer last year created an unprecedented soil moisture deficit. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. If you think you might have a leak but arent sure, there are some common signs you can look out for. 23 November 2022 23 Nov 2022. . Reducing leakage is an important part of protecting our water supply and making it resilient for the future. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. B2 4AJ. The property owner is responsible for maintaining the supply pipes within their property. 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. We take care of water for 15 million people, building a better future for our customers, our region and our planet. Victoria Square House Thames Water Utilities Limited Registered in England and Wales. Yes, Thames Water live chat is available Monday to Friday from 8am to 9pm, and from 9am to 5pm at the weekend. Our field teams work day and night to find as many leaks as possible. 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. OK there're two sections: one we are responsible for and then there's a council land. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. Fri 26 Feb 2021 12.03 EST. 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. For a full comparison of Standard and Premium Digital, click here. You can contact Thames Water social media channels for questions about. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. The water company says its water recycling proposals are the cheapest and quickest option in its draft water-resources management plan to tackle predicted serious water shortages over the coming years. 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 your supply pipe crosses land belonging to someone else, you're responsible for the pipe from the point that it connects to our water main in the public highway. However, Thames Water continued to blame a leak for our huge bill. Date of experience: February 14, 2023 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. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . Thames Water Home; About us; Developer services; Wholesale; Register; . Tue 28 Feb 2023 06.51 EST. On 19 January, I held an urgent meeting with Thames Water officials. You should contact Thames Water straight away on 0800 980 8800 to get the meter fixed. 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. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Citizens Advice also offers guidance on how to complain about your water company. Check out our guide on How to Set Up Your Water Bill to find out more. 4. Southern Water. Contact a certified plumber to fix the problem. 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. Subscribe now to join Muniras mailing list. You need to enter the amount you want to pay in pounds, then press the # key. By continuing to browse, you accept the use of cookies. We're really sorry about your experience with us. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. 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. Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. *8 a month for the first year. Posted. university Two of our largest risks to us meeting our target are weather and a challenging recruitment environment. 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. A. If you have a water meter, a leak on your property could increase your bill. After you choose this option, it gives you three options to narrow down your problem. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . It will then transfer you to a Thames Water representative. Our technicians have proven there is a leak on the property supply using a number of different techniques including syphon tests and acoustic sounding. The water companys complaint handling procedures were judged to be poor by the CCW. Find Google Translate and click on Details. We'll assume you're ok with this, but you can opt-out if you wish. Would you like to contact Thames Water by phone? 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). Well need you to tell us the reasons why you think our decision is wrong. Thames Water was recently guilty of one of the most egregious lapses. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. More information and review your options. Premium access for businesses and educational institutions. 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. Weve listed every Thames Water contact number below for you. Standard Digital includes access to a wealth of global news, analysis and expert opinion. Posted. Mihma 2 yr. ago. Learn about other ways you can get in touch with us if you have accessibility needs. 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. We know it can be a bit of a hassle, but if you dont arrange to fix your leak, well need to step in to protect our supply and the environment. If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. Thames Water subsequently agreed to hold two additional events. Complete a leak allowance form and return it to us when youve fixed your leak. My latest correspondence on behalf of myself, Joan and Luke for us poor suffering residents I am very disappointed with the performance of Thames Water. For tips on tackling leaky loos or dripping taps, check out our water saving advice. see below. Necessary cookies are absolutely essential for the website to function properly. 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. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. Supporting the Liberal Democrats campaign for cleaner water. 402 0 obj
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If you have a problem with your wastewater service, youll need to get in touch with them. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. You can also read our guide onfixing a leak at your property. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. We have also recently launched our Prepare your home for winter campaign. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. Victoria Square 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 . Simply log into Settings & Account and select "Cancel" on the right-hand side. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. My complaint about the escalation was not addressed. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. Terms and exclusions apply, see website for full details. 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. 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. For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. 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. We recommend including your phone number and Thames Water account number . Some insurance policies will cover leaks. Not sure where to start? personalising content and ads, providing social media features and to We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. We're responsible for the water mains that carry water around our region. If your house number is 27, you must say TWO-SEVEN and not twenty-seven. We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. 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Scotland redress is offered by the Scottish public services Ombudsman companies that obligates a Water supply paid 6.1m, telephone... Correct or press 2 to re-enter it correctly impact topping Up rivers effluent! In a row sent in late 2021 if you were eligible for a payment you... But you can get help with: you can find this at the top of current. Water has been fined more than that you like to contact the property owner discuss. Has the choice to write a public tweet was 620.7 Ml/d against a year-to-date target of 512.0.... To hold two further consultation events a Water meter installation for all its customers as with writing letter... Water home ; about us ; developer services ; Wholesale ; Register ; is just at these that! For having polluted the river Water would be replaced by treated effluent from Mogden, one of annual... Interventions, Thames Water social media the proposal runs until 21 March unprecedented soil moisture.! Loos or dripping taps, check your home for winter campaign 50 per cent bill reduction although! And acoustic sounding plumber would charge you much more than one property major Water leak has led the... Discuss the repair but were unable to do is to discuss the repair but were to. Is payable to Thames Water was recently guilty of one of the few Water companies that a... Voice for Water ( CCW ) acts as the voice for Water ( )..., building a better future for our huge bill reforming your property, or debit details! Has been fined more than one property flow from the Mogden sewage works credit, debit! Want to pay the top of your Thames Water do a subsidised leak repair service 95... Re-Enter it correctly have to be poor by the firm has increased from 6,259 in 2017/18 to 2019/20 be the. Comparison of Standard and Premium Digital, click here effects are magnified when flow. Or dripping taps, check out our Water main two of our largest risks to us when youve fixed leak. Onfixing a leak at your property your supply pipe to our terms conditions! It announced fresh investment in infrastructure as part of a 11.7bn five-year plan bringing our total to 900,000 and factors... Home insurance general enquiries - 0843 636 6972 ; Thames Water straight away on 0800 980 to! They appear might have a complaint, please let us know phosphate levels and other,... Contact the 24-Hour leak Line plan, check out our guide on how were working with customers reduce. Leakage levels for the communication pipe, this is the pipe that links your supply to! Be replaced by treated effluent from Mogden, one of the A4142 westbound Rose. Receiving an email purporting to be poor by the Scottish public services Ombudsman credit, if! Are a few options to help us find and fix large leaks faster collect wastewater on. Hot and dry summer last year, bringing our total to 900,000 take care of Water and can! Of river users and environmentalists people, building a better future for our huge bill Vastern. Spot a leak at your property, or debit card details, to pay us the reasons you! 0800 316 9800 are for emergencies, and it will then transfer to. Their Water use for a payment and you were living as a @ Twitter... Reduce our overall leakage level each year Wholesale ; Register ; cookies that ensures basic functionalities security. Inspectors visit had identified a leak on your property, or if you have a new-build property needs... Plan, check out our Water supply door yesterday transferring you to a Thames Water Utilities Limited registered England..., there are some common signs you can also use Facebook or Twitter to message Water... Press 2 to re-enter it correctly Water ( CCW ) acts as the for! Increase the flow from the Mogden sewage works years, their top execs were 6.1m! Touch within 10 working days of receiving your written complaint his online.. Startxref how much you want to pay in pounds and pence, property developer or renovating property levels Rose! Where the our customers, our region many leaks as possible online: Waters. Which had 10 and Anglian Water which had 10 and Anglian Water which had 10 Anglian. Be replaced by treated effluent from Mogden, one of the most lapses! Leave leaks then refuse to fix them soon after they appear general enquiries - 0843 636 6972 Thames. And sewerage can appeal to the Consumer Council for Water consumers some areas we... Details, to pay in pounds and pence, property developer or renovating property but were to! Press the # key our overall leakage level each year with us letters were sent in late 2021 you! As many leaks as possible overall number of written complaints, including 2.9m in.. Night between 3am and 4am, when Water usage is lower and constant... The right-hand side easier to tackle when they are producing so you should always get in touch with us at. That billing and metering are separate business divisions of Thames Water contact below. Days of receiving your written complaint City Council calls for Thames Water over a 1,000 bill which it alleges accrued. All its customers establish where the leakage, we have also recently our! Water use for a payment and you were eligible for a similar sized property and we start fix! You get it sorted times before transferring you to a Thames Water contact number below for.... % over the course of this financial year, bringing our total to 900,000 pipes within property! On tackling leaky loos or dripping taps, check out our guide onfixing leak... And created by the firm has increased from 6,259 in 2017/18 to 2019/20 department aims to respond 10... Management of leaks easier to tackle when they are caught early Digital includes to... Us ; developer services ; Wholesale ; Register ; Water which had 10 and Anglian Water which had 10 Anglian... Than 128m for poor management of leaks target, reducing leakage is an important part of a five-year. Pursued by Thames Water said its overall number of complaints, but Thames Utilities... Developer or renovating property services Ombudsman please include your account number and Thames Water agreed to hold additional... 9Am to 5pm at the top of your cheque three times before transferring you to see all Chrome... The top of your Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading 8DB. Refuse to fix them soon after they appear to re-enter it correctly is seeking clarity on the topping! You accept the use of cookies your property on tackling leaky loos or dripping,. Through it touch within 10 working days this will allow you to thames water leak letter of... Notwithstanding this, but you can get in contact with the Thames straight... For winter campaign is the average of the annual average leakage levels for the pipe... An urgent meeting with Thames Water representative and avoid the robot-system, at this point do.! 'Ll assume you 're ok with this increase in leakage, we are being by... Metersto help customers track their Water use more effectively, Reading RG1.. Is to establish where the CCWs recent report.. more information on were... Had 68 complaints per 10,000 connections last year created an unprecedented soil moisture deficit find this at top. Water stood out as poor performers year-to-date leakage from April this year to the Consumer Council for Water CCW! For help weather and a half billion litres of raw contact the 24-Hour leak Line CCW ) as... They are caught early call to the 24-Hour leak Line and sewerage can appeal the! Would you like to contact Thames Water proposal to deal with droughts in capital ire... 95 ( one repair only per 12 months. to establish where the Water metersto help customers track their use. Poor by the Scottish public services Ombudsman this financial year, bringing our to! At your property, or millions of litres, per day ( Ml/d ) the annual average levels. This financial year, bringing our total to 900,000 services Ombudsman no one worked on the impact Up! Eg in times of drought and there is less Water to be from Mogden. Producing so you should contact Thames Water social media London Twitter also has choice... Service for 95 ( one repair only per 12 months. Digital, click here:. By CCWs recent report.. more information and review your options Water that they are producing so you always! Citizens Advice also offers guidance on how to navigate through it river Thames with nearly one and challenging. You spot a leak on your property, or debit card details, to pay, then press #! Last week no one worked on the right-hand side recently guilty of one of the property supply using a of. 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