Submit your views online:UseThames Waters online consultation feedback form. You can select which ones you want to be displayed on your browser toolbar. The temporary use ban was brought in on August 24, less than a month after the UK . It can only deal with certain issues within specific topics such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour. If you have a water meter, a leak on your property could increase your bill. How to detect a water leak in your house. On 19 January, I held an urgent meeting with Thames Water officials. Attend the next public meeting:Friday 3 March York House. 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. A leak detection man from Thames Water knocked on my door yesterday. A consultation on the proposal runs until 21 March. 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. We support credit card, debit card and PayPal payments. Make sure youre using Chrome as your browser. endstream endobj 386 0 obj <. The Thames Water complaints email is: [emailprotected]. 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. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! Monday - Friday, 8am - 9pm. If youre a tenant, this is your landlords responsibility to fix and maintain. 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. Voted for a successful Liberal Democrat amendment to the UK Infrastructure Bank Bill, tabled by Liberal Democrat MP Richard Foord, that would stop taxpayer money going to water companies unless the discharges stop. Original reporting and incisive analysis, direct from the Guardian every morning. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. university . As a government agency, our regulator Ofwat doesnt handle general complaints. Unless we need more information from you, you should only need to contact us once to get your complaint resolved. You can also send us an email and we'll be in touch within 10 working days. The starting position is the baseline leakage level. Complaints to Thames Water more than doubled last year. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. 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. Weve listed every Thames Water contact number below for you. Thames Water's Head of Water Networks . The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . All our pipes receive regular maintenance and repairs. This is a 24-hour automated line. The building of a new reservoir is not likely to happen until at least 2040 and Thames Waters plans to reduce leaks by 50% will not be achieved until at least 2050. People just dont trust the water companies, and for good reason. Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. We have step-by-step instructions on how to navigate the Thames Water phone number robot. The team dug it up, only to discover that is not where the leak . Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. Tue 28 Feb 2023 06.51 EST. Responding to the cold weather. Thames Water has been hit with a record fine of 20.3m after huge leaks of untreated sewage into the Thames and its tributaries and on to land, including the popular Thames . Sign up here. Include an address and phone number. It will repeat the amount back to you. 2. 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. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Well continue to work with you to find a solution, then well give you our final response on the matter. Not only can water leaks cause serious damage to homes and properties, water is an extremely precious resource. Reply. Calling our customer resolution centre on 0208 496 4197. Call us on 0800 316 9800. This includes advice on protecting pipes, thawing frozen pipes, insulation, fixing drips and clearing drains. 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. Weve got all the information you need so you can find the right Thames Water contact number. This is more common when buildings are close together, in a side-by-side- layout, such as on a terraced street. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Check out our guide on How to Set Up Your Water Bill to find out more. Premium access for businesses and educational institutions. We are rapidly increasing the number of smart meters, where customers only pay for water they use, but these meters also tell us when water is being used at times when we wouldnt expect it to which helps us identify customer side leaks. Company number: 2366661 Registered in England and Wales Please see the options under Customer Service: 0800 980 8800. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . This for billing enquiries. We have also recently launched our Prepare your home for winter campaign. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. Burst water mains and leaking pipes. See information below, along with a link to the online public consultation that closes on 21 March. 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. Pipes can burst for a variety of reasons including their age and structure, general wear and tear, and even vibrations from heavy traffic. 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. Click here. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. Its important to get any leaks fixed as soon as you can. Thames Water is the UK's largest water and wastewater services company, [1] and supplies 2.6 billion litres (570 million imperial gallons) of drinking water per day, and treats 4.7 billion litres (1,000 million imperial gallons) of wastewater per day. If youre on a mobile device, Facebook Messenger will open. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. 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. This will allow you to see all your Chrome extensions. Dont have a water meter fitted, the Thames Water contractors will try to charge you for having a meter which they are meant to provide. Over the period 2003-2011 this figure rose from 55% to 82%. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. The record of water companies is under scrutiny over sewage spills and water leaks. It offers to send out a plumber for free to fix the leak. Last year Thames Water was fined 1m for repeated discharges of sewage into the Grand Union canal in Hertfordshire in 2012-13 and a further 380,000 after a sewage leak in a designated Area of . 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. Well need you to tell us the reasons why you think our decision is wrong. 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. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. Sun 16 Oct 2022 04.00 EDT. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year. 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. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. Under the proposal, river water would be sucked up near Teddington and replaced with treated water from Mogden sewage plant. The usage was later found to have been caused by a leak. 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. For cost savings, you can change your plan at any time online in the Settings & Account section. Denis Castro, 53, says Thames Water even threatened to charg People up and down the UK pay different water rates. The name of the company is often detailed on your bill. In 1990/91, Thames Water's leveraged debt was just 7%. Thames Water suffers surge in written complaints. Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. The next session is an in-person meeting at York House. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. To access the Thames Water live chat you just need to click the chat icon at the bottom right hand corner of your screen, enter your name, email address, postal address and account number if you know it. 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. Then select Extension options. Holding Thames Water and the Government to account. 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. These cookies allowed us to study how users navigate on the website. 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. SimonGres New Member. and other data for a number of reasons, such as keeping FT Sites reliable and secure, Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. . Angling Trust head of policy Martin Salter said: "It's . There are other schemes that we could deliver within eight years but these are all more expensive, the company said. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. Thames Water address. You can still call this number to report an issue if you cant access a computer or the internet. 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.. Again, it will ask you to narrow down your problem with three options. 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. This helps to reduce water and energy bills too. Check if your All rights reserved. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . Option 2 is when your question is not about billing. 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. Its also important to remember that when chatting with a Thames Water representative via live chat, they will handle several other customers at the same time, so give them a few extra moments to respond to your questions. 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. Thames Water said the scheme proposed would involve 75m litres of water a day. This resulted in a surge in leaks both on our network and on customers pipes. If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. Every day we supply 2.6 billion litres of water, but not all of that gets to our customers. A month later, I was told that our water use had mysteriously returned to normal levels. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. 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. Birmingham Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. 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. Patient and let the Thames water complaints team handle your issue Facebook Messenger will open a rehydration of the causing. 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