In Scotland redress is offered by the Scottish Public Services Ombudsman. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. Check if your Read more about ourwider plans to look after water. Complaints to Thames Water more than doubled last year. There are some things that you must write to Thames Water about, for example, an official complaint, or sending a cheque to pay your Thames Water bill. Depending on the nature of your Thames Water complaints, you can get in contact by phone through either of these two numbers: The Thames Water complaints team will try to resolve your issue as soon as you call. 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 . Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. 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 . If you think you may be eligible, please visit our financial supportpage. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. This helps to reduce water and energy bills too. The hot, dry weather witnessed over the summer months caused our pipes to move and crack and reported leakage to increase by at least 10% (c.80 Ml/d). To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. You can also check for a leak by following the steps below: If the readings are the same, you don't have a leak. Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . 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. 0 Would you like to contact Thames Water by phone? You now need to enter your credit, or debit card details, to pay. Responding to the cold weather. 414 0 obj <>stream 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. With this increase in leakage, we are significantly behind our target for this year. They often report leaks to us and we start to fix them soon after they appear. Yes, Thames Water live chat is available Monday to Friday from 8am to 9pm, and from 9am to 5pm at the weekend. For a full comparison of Standard and Premium Digital, click here. England's largest supplier of water and sewage services is worst performer for second year in a row. 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. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. Original reporting and incisive analysis, direct from the Guardian every morning. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. 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. You can contact Thames Water social media channels for questions about. Thames Water's Head of Water Networks . Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. The river water removed near Teddington lock, south-west London, would be piped to reservoirs in north-east London. 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. 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. EC4Y 1EU. Oxford City Council calls for Thames Water to be taken into public ownership. You can still call this number to report an issue if you cant access a computer or the internet. Please see the options under Customer Service: 0800 980 8800. Once the leak at your property has been fixed, you'll need to let us know. newsletter, Energy Source. Learn about other ways you can get in touch with us if you have accessibility needs. Next, you need to enter the pence you want to pay, then press the # key. 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. "Our teams fix over 1,000 leaks a week- that's one leak every 10 minutes. Sign up here. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. Thames Water is one of the few water companies that obligates a water meter installation for all its customers. 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. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. 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 . If they don't pay you on time you can claim an additional 10 payment within three months. 3. Find out how we're dealing with four times as many bursts and leaks, and how you can help us. Last reviewed: 30.5.2011 - 10.51pm. Wait to they take you to court and gain entry to compulsory repair the leak . Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. 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). London. You can also send us an email and we'll be in touch within 10 working days. *8 a month for the first year. Write your message and a Thames Water representative will reply to you. Have a Thames Water related issue that needs to be fixed? 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. 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. see below. On 19 January, I held an urgent meeting with Thames Water officials. 1st Floor [] In 1990/91, Thames Water's leveraged debt was just 7%. organisation You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. 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. Twitter: @ThamesWater. . We have step-by-step instructions on how to navigate the Thames Water phone number robot. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. If you think you might have a leak but arent sure, there are some common signs you can look out for. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. 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. Not sure where to start? It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. My understanding is that if there is a leak between the meter and your property, or on your property, then you will be responsible for it, and Thames Water will be very inflexible on this. Top cold-weather tips. Use Artificial Intelligence to find and fix large leaks faster; Expand our field force to around 1,000 detection, repair and plumbing operatives; Install more meters to better understand when leaks are occurring on our network 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; Quadruple our programme of targeted activity to find harder-to-find leaks and sustainably keep leakage down; and. endstream endobj 386 0 obj <. A leak detection man from Thames Water knocked on my door yesterday. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . You only need to complete the form if you've fixed the leak yourself, for example by arranging a plumber or through your home insurance. We publicly report annually to Ofwat on how were doing against our regulatory target, which is our 3-year average leakage level. You can still enjoy your subscription until the end of your current billing period. 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. All rights reserved. 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. Thames Water was recently guilty of one of the most egregious lapses. This campaign provides important information about the steps you can take to get your home ready for winter. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. People just dont trust the water companies, and for good reason. analyse how our Sites are used. You can also read our guide onfixing a leak at your property. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. 2. The name of the company is often detailed on your bill. If you've got no water in the house, don't worry! The number of written complaints received by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22. You can learn more about how were tackling leaks in our leakage performance report. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. Lewisham, the performance of Thames Water is terrible. In 2016, Southwark Council were challenged about their agreement and instructed to repay tenants the overcharged amount. All rights reserved. Extreme weather events, like freeze-thaws. Worried about your bill? Necessary cookies are absolutely essential for the website to function properly. You should only use this number for emergencies when possible. Saturday and Sunday, 9am - 5pm. Email your.problems@observer.co.uk. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. 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. Victoria Square After you choose this option, it will transfer you to a specialist representative for help. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap 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. Environment "Water is a basic necessity of life" . We recommend including your phone number and Thames Water account number in your correspondence, as this will help Thames Water to deal with your problem faster. Thames Water has many ways you can get in contact with them. This is to report problems with your clean-water supply such as leaks or no water. A. Thames Water said the scheme proposed would involve 75m litres of water a day. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Select More tools. 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. The starting position is the baseline leakage level. 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). 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. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year. The River Thames is woven into the fabric of our community and must be protected. If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. In some areas, we collect wastewater charges on behalf of another company. The area covered by Thames Water has a population of 15 million, that comprise 27% of the UK . Leakage is lost water thats all the water not making its way to customers. Posted. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. Then select Extension options. It will repeat the amount back to you. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. and other data for a number of reasons, such as keeping FT Sites reliable and secure, Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. An independent plumber would charge you much more than that. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. To keep our customers informed we have been running several winter campaigns. Here are a few options to help you get it sorted. 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.. 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. Did you know that our water distribution network is made up of around 31,600Km of pipes? If you own your home, you're responsible for the water pipe that runs from the boundary of your property into your home, and the internal pipes and fittings. Thames Water Utilities Limited Registered in England and Wales. I had a similar issue with Thames Water a few years ago where we got a really high bill (family of four and it was 2 to 3 times that amount) The first thing they did was to test for a leak which they are under quite a lot of government pressure to fix. 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. Thames Water 24-Hour Leak Line. You can select which ones you want to be displayed on your browser toolbar. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. We'll assume you're ok with this, but you can opt-out if you wish. Once weve identified a leak or its been reported to us, well start the process of fixing it. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. You can also prevent leaks in your home by being water smart. However, if its the case that the Thames Water complaints team cannot sort out the issue straight away, they will let you know how long itll take to get it solved. The system will repeat that you need to enter your account number. We had a similar problem at work (except ours was a 21000.00 bill, up from about 200!!). Chat with us. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. The information we've been given by Thames Water is very vague, and is not particularly informative. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. Contact Thames Water:Email: consultation@thames-wrmp.co.ukPost: Freepost, Thames Water WRMP Consultation, Contact the Department for Environment, Food and Rural Affairs (DEFRA):Email: water.resources@defra.gov.ukPost: Defra Water Resources Management Plan Water Services, Seacole 3rd Floor, 2 Marsham Street, London, SW1 P 4DF. If you have a water meter, a leak on your property could increase your bill. If you need to contact the 24-Hour Leak Line, call 0800 714 614. Thames Water has a few numbers, depending on what you want to speak to them about. 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. Latest in your area. 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 . 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. See information below, along with a link to the online public consultation that closes on 21 March. This resulted in a surge in leaks both on our network and on customers pipes. For cost savings, you can change your plan at any time online in the Settings & Account section. 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. Thames Water Home; About us; Developer services; Wholesale; Register; . Company number: 2366661 Registered in England and Wales As a government agency, our regulator Ofwat doesnt handle general complaints. Thames Water will return 51m and Southern Water will return 28.3m. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. Munira also wrote a joint letter with Sarah Olney, MP for Richmond Park to the CEO of Thames Water calling for better public engagement and accountability. Thames Water address. This is a 24-hour automated line. If we cant resolve the issue straight away, well let you know how long it is likely to take and when well contact you again. Thats 1,196 leaks fixed on average each week. Thames Water Utilities Limited Registered in England and Wales. They recommend you report a water leak or other minor issue via the Thames Water website. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. You can do this easily by completing our leak fixed form. 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. 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. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. 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