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. London. 65 Posts. Unless we need more information from you, you should only need to contact us once to get your complaint resolved. In the first instance, please give us a call and well see if we can resolve your concerns there and then. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. London Chat with us. Supporting the Liberal Democrats campaign for cleaner water. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. 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. 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). The Government wants . Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. Save water at home; . Monday - Friday, 8am - 9pm. . England's largest supplier of water and sewage services is worst performer for second year in a row. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. 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. 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. 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 you need to contact the 24-Hour Leak Line, call 0800 714 614. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Original reporting and incisive analysis, direct from the Guardian every morning. Holding Thames Water and the Government to account. 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. 414 0 obj <>stream It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. We'd love a chance to make things right and solve your issue. Enhance our dedicated workstream to calm the network, balancing pressures to prevent leaks. This email is confidential and is intended only for the use of the person it was sent to. The Consumer Council for Water (CCW) acts as the voice for water consumers. but the investment consortium gained access to large sums of . 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. Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. "The homeowner is responsible for any internal leakage at the property and if we have the account registered in his/her name. Save. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. 4. Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. Then select Extensions. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. Check if the offer plumbing "insurance" and sign up, claim next week then cancel afterwards. Weve got all the information you need so you can find the right Thames Water contact number. Thames Water Utilities Limited Registered in England and Wales. 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. A mystery how a Thames Water bill went up from 400 to 1,000. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . If your house number is 27, you must say TWO-SEVEN and not twenty-seven. To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. If you spot a leak, please let us know. Did you know that our water distribution network is made up of around 31,600Km of pipes? Birmingham 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. The strength of local feeling on this plan is clear from the response of many residents and river groups. This option will transfer your call to a Thames Water representative who will help you register for an account. 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. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. %%EOF 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. Contact a certified plumber to fix the problem. We measure leakage in megalitres, or millions of litres, per day (Ml/d). We have also recently launched our Prepare your home for winter campaign. Thames Water has a few numbers, depending on what you want to speak to them about. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Weve 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%. Its not going to be quick, but were making progress. The system will repeat that you need to enter your account number. 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. If you're contacting us about your account, please include your account number. 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. If youre on a mobile device, Facebook Messenger will open. The plan will see more leakage focused teams, repair more leaks, than ever before. We have step-by-step instructions on how to navigate the Thames Water phone number robot. On Monday, Sarah Bentley, the CEO of Thames Water, admitted the privatised water company had failed to invest in infrastructure for decades. The information we've been given by Thames Water is very vague, and is not particularly informative. Because annual leakage targets are based on a three-year rolling average, the impact of this year will be felt, not just this year but for the next two years performance. 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. The first, an online Q&A, took place on 27 February. Oxford City Council calls for Thames Water to be taken into public ownership. 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. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. Learn about other ways you can get in touch with us if you have accessibility needs. You can find this at the top of your Thames Water bill or statement. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. Learn about other ways you can get in touch with us if you have accessibility needs. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. Analysis of the data released has shown that central London has the largest concentration of leaks. They can make a final decision which we have to act on. Weve listed every Thames Water contact number below for you. Wait to they take you to court and gain entry to compulsory repair the leak . You need to enter the amount you want to pay in pounds, then press the # key. We're really sorry about your experience with us. Find resources, support and advice to help if you are struggling. No water at home? 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. Option 2 is when your question is not about billing. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. 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. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. offers FT membership to read for free. . The Thames Water complaints email is: [emailprotected]. To add to this, we then experienced very cold conditions in December which was followed by a rapid increase in temperatures, 15 degrees in less than 24hrs, and a very quick thaw. Over the past few weeks, Munira has continued to press Thames Water, and the Government, on plans to tackle water shortages by pumping treated sewage into the river above Teddington Lock. How to detect a water leak in your house. 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. 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.. If you want to find out more, check out our Thames Water Meter guide. organisation Utilities. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. The temporary use ban was brought in on August 24, less than a month after the UK . 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