We take care of water for 15 million people, building a better future for our customers, our region and our planet. Hundreds in emergency housing after water leak. Contact a certified plumber to fix the problem. 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. Lewisham, the performance of Thames Water is terrible. 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 . I sent this to Thames Water, but a bill for 1,016 was the only response. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . 1st Floor Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. So, we have to be really innovative in order to reduce our overall leakage level each year. 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. Need help setting up your bill? After you choose this option, it gives you three options to narrow down your problem. Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. You now need to enter your credit, or debit card details, to pay. Option 2: Should your query be about anything else, youll need to Press 2. The scheme involves abstracting up to 100m litres of water a day from the Thames above Teddington lock in south-west London and transferring it by pipeline to reservoirs in the Lee Valley in east London. International Dispute Resolution Centre It also received more than 14,000 complaints about water supply and sewerage service. If youre a tenant, this is your landlords responsibility to fix and maintain. An independent plumber would charge you much more than that. 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. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Thames Water Utilities Limited Registered in England and Wales. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters and 10 phone calls later, Ive been unable to get sensible answers. General enquiries - 0843 636 6972; Thames Water social media. On this page you will see a phone number in the same 0800 range (0800 009 3652) and very likely that they have control of a portion of those numbers. 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%. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. If you've got no water in the house, don't worry! If you have a complaint, please always call us if you possibly can. Leakage is lost water thats all the water not making its way to customers. We had a similar problem at work (except ours was a 21000.00 bill, up from about 200!!). It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. You can also send us an email and we'll be in touch within 10 working days. This is to discuss anything about reforming your property, or if you have a new-build property that needs a water supply. Save. Our policies. Thames Water was recently guilty of one of the most egregious lapses. 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. 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. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. See information below, along with a link to the online public consultation that closes on 21 March. Twitter: @ThamesWater. It offers to send out a plumber for free to fix the leak. 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. Find resources, support and advice to help if you are struggling. We only collect anonymous data. Thames Water has many ways you can get in contact with them. Our field teams work day and night to find as many leaks as possible. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. Posted. This for billing enquiries. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. The next session is an in-person meeting at York House. 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. The usage was later found to have been caused by a leak. The Thames Water complaints email is: [emailprotected]. Last modified on Sat 27 Feb 2021 00.14 EST. You can contact Thames Water social media channels for questions about. London In the first instance, please give us a call and well see if we can resolve your concerns there and then. Leakage levels change throughout the year, so to measure and report our performance we take our daily leakage figures and average them for each month and in turn across the year. 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. Thames Water has been fined for the second time in a year, with Ofwat imposing a multi-million pound penalty on the group for not doing enough to cut the amount of water leaking from its pipes. Thames Water Utilities Limited Registered in England and Wales. If you dont have a home emergency plan, check your home insurance. If you want to find out more, check out our Thames Water Meter guide. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. Southern Water. Customer services said the meter would be investigated. This website uses cookies to improve your experience. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. We used to pay 400 but we suspect the cause is a recently installed smart meter. 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. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. Your wastewater might be with a different company! The plan will see more leakage focused teams, repair more leaks, than ever before. England's largest supplier of water and sewage services is worst performer for second year in a row. Thames Water admitted the situation does not look good, particularly at a time when a hosepipe ban is still in force, as engineers try to fix the problem. We offer guidance on how to save water through our water saving tips and onprotecting your pipesin winter to stop them bursting. Again, you will need to enter your Thames Water account number. Mihma 2 yr. ago. Visible leaks the ones that do reach the surface are larger, but they dont normally lose as much water. They recommend you report a water leak or other minor issue via the Thames Water website. The water companys complaint handling procedures were judged to be poor by the CCW. Press 1 to confirm the amount is correct. Saturday and Sunday, 9am - 5pm. Don't take your complaint to Ofwat! Cookies used for marketing and advertising purposes. The hot and dry summer last year created an unprecedented soil moisture deficit. 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. The information does not represent formal annual regulatory reporting. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. Thames Water suffers surge in written complaints. 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. You may have a home emergency policy which covers plumbing and drainage. The first, an online Q&A, took place on 27 February. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. London. People just dont trust the water companies, and for good reason. Burst water mains and leaking pipes. Thames Water will return 51m and Southern Water will return 28.3m. This website uses cookies to improve your experience while you navigate through the website. They refuse to take responsibility for their actions. 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. We'll respond within 10 working days of receiving your written complaint. 30 excess per completed repair. 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. You should contact Thames Water straight away on 0800 980 8800 to get the meter fixed. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. Southern Water received the second-highest number of complaints. These cookies will be stored in your browser only with your consent. analyse how our Sites are used. 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. hb```f``- B@qAQ4\)0k*P)}0VjW&}l;QBdB "YV+t%/, ^lR P( "A" -Ub`e@,v &W&3t\KZy=K's_h3q;!,0 J A month later, I was told that our water use had mysteriously returned to normal levels. 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. Thats 1,196 leaks fixed on average each week. 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. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. This is unfortunately the automated system, but here we show you how to navigate through it. . More information and review your options. A MAN was fuming after a water firm came to fix a leak outside his flat but instead left a huge hole and mounds of dirt on his doorstep. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. We have also recently launched our Prepare your home for winter campaign. Environment "Water is a basic necessity of life" . Once the leak at your property has been fixed, you'll need to let us know. Customer leaks are not on our network, but we work with our customers to repair them where we can. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. Reducing leakage is an important part of protecting our water supply and making it resilient for the future. Dont miss our exclusive However, when it comes to leaks, the sooner they can be found, the better. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Company number: 2366661 Registered in England and Wales Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. Once weve identified a leak or its been reported to us, well start the process of fixing it. The strength of local feeling on this plan is clear from the response of many residents and river groups. 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. We used to pay 400 but we work with our customers to repair them where we can resolve your there. The process of fixing it may have a home emergency plan, check home. A programme to reduce the number of leaks and bursts by replacing old Water mains away. - 0843 636 6972 ; Thames Water straight away on 0800 980 8800 to get meter... 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