Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 7 days a week, 24 hours a day. Germany also has a much better record of tackling leaking pipes than in the UK - with around 5 per cent of all water lost to leaks, compared with 20 per cent in the UK. 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. Our policies. How much you want to pay in pounds and pence, Property developer or renovating property. 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. Thames Water contact details/ phone numbers. It might be the case that you are billed by Thames Water on behalf of another wastewater company. Your wastewater might be with a different company! By continuing to browse, you accept the use of cookies. It also received more than 14,000 complaints about water supply and sewerage service. Our field teams work day and night to find as many leaks as possible. The services and products mentioned on this website may only represent a small selection of the options available to you. Learn about other ways you can get in touch with us if you have accessibility needs. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. This is the average of the annual average leakage levels for the period covering 2017/18 to 2019/20. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. B2 4AJ. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. You can also send us an email and we'll be in touch within 10 working days. Option 2 is when your question is not about billing. Northumbrian Water. 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. Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. 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. This is particularly important given that Conservative MPs have voted through new legislation for sewage targets in Parliament, which would allow 15 more years of harmful waste in rivers. If they cant reach you by telephone, theyll write to you. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. Customer services said the meter would be investigated. endstream endobj 386 0 obj <. 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. The information does not represent formal annual regulatory reporting. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . After choosing your option, you will need to say your postcode. 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. Birmingham 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. 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. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. Peng Zhang. Option 2: Should your query be about anything else, youll need to Press 2. This category only includes cookies that ensures basic functionalities and security features of the website. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. 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. 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. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . 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. Don't take your complaint to Ofwat! Were committed to providing all our customers with excellent service. After you choose this option, it will transfer you to a specialist representative for help. 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. 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. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. Thames Water was recently guilty of one of the most egregious lapses. Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. At this point, well no longer be able to cover all the costs of the leak on your bill. We're really sorry about your experience with us. As a consequence of these events, weve already signalled to Ofwat that were behind on our 2022/23 leakage performance and that our target this year will now be very challenging to achieve. The Government wants . Were also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main. Please see the options above to navigate the system. One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. Your plight remains a mystery. 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. Again, it will ask you to narrow down your problem with three options. Leakage is lost water thats all the water not making its way to customers. We'll assume you're ok with this, but you can opt-out if you wish. Oxfordshire hit with low water supply after rise in temperature causes increase in leaks. Well need you to tell us the reasons why you think our decision is wrong. Need the Thames Water contact number? see below. We'd love a chance to make things right and solve your issue. A. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. 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. You can also send us an email and we'll be in touch within 10 working days. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. A leak detection man from Thames Water knocked on my door yesterday. 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 . We remain committed to reducing total leakage by 20.4% between 2020 and 2025. Victoria Square Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. 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. Instead, I received a letter stating the inspectors visit had identified a leak. Find resources, support and advice to help if you are struggling. 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. 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 . Its an independent body set up to represent claims and complaints on your behalf. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. You can still call this number to report an issue if you cant access a computer or the internet. On 19 January, I held an urgent meeting with Thames Water officials. They recommend you report a water leak or other minor issue via the Thames Water website. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. Compare Standard and Premium Digital here. 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. Thames Water have a terrible record - regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. It offers to send out a plumber for free to fix the leak. To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. If you're contacting us about your account, please include your account number. We measure leakage in megalitres, or millions of litres, per day (Ml/d). Before privatisation, just like other water companies, Thames Water was relatively debt free. 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 . OK there're two sections: one we are responsible for and then there's a council land. But the first thing to do is to establish where the . The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . Learn more about how we find and fix leaks in our video. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! If this is the case, you need to get the water meter fixed. 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). To reduce leakage, weve implemented an ambitious and substantial recovery plan. 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. 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. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. This might be by phone, but if we cant speak to you, well contact you in writing. 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. We used to pay 400 but we suspect the cause is a recently installed smart meter. All our pipes receive regular maintenance and repairs. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 Thames Water has been fined 4m after an estimated 500,000 litres of raw sewage poured into a stream in Oxford. 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. Initially you should always get in contact with the Thames Water complaints department with your issue. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. Will transfer you to tell us the reasons why you think our decision is.! Between the property owners you were eligible for a payment and you must Press 1 to confirm or Press to... 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