Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. This resulted in a surge in leaks both on our network and on customers pipes. 70 Fleet Street We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. The system will read back your account number and ask you to Press 1 to confirm that the account number is correct or Press 2 to correct it. On 19 January, I held an urgent meeting with Thames Water officials. Click on the three vertical dots in the top right corner of the screen. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. We'll assume you're ok with this, but you can opt-out if you wish. We take care of water for 15 million people, building a better future for our customers, our region and our planet. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. 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. The name of the company is often detailed on your bill. 7 days a week, 24 hours a day. The hot and dry summer last year created an unprecedented 'soil . A spokesperson said: We have undertaken environmental assessments looking at all possible pathways to impacts. This will show you a list of your Chrome extensions. Would you like to contact Thames Water by phone? Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. No water at home? 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 realise that our performance hasnt been good enough and are determined to improve., Original reporting and incisive analysis, direct from the Guardian every morning. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Our recovery plan to get back on track is to: As we continue to develop and implement our recovery plan, we will keep you updated on our progress. 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. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. If you're not happy with how the Thames Water complaints team have dealt with your complaint, you can of course ask them to review it. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. Burst water mains and leaking pipes. We also use third-party cookies that help us analyze and understand how you use this website. CEO Sarah Bentley . Any changes made can be done at any time and will become effective at the end of the trial period, allowing you to retain full access for 4 weeks, even if you downgrade or cancel. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. A consultation on the proposal runs until 21 March. Thames Water suffers surge in written complaints. Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. Peng Zhang. Attribution. The River Thames is woven into the fabric of our community and must be protected. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. 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. Save water at home; . Have you registered for our financial support? The next session is an in-person meeting at York House. Not sure where to start? If you have a problem with your wastewater service, you should contact that company. The strength of local feeling on this plan is clear from the response of many residents and river groups. 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 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. . 2. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while Under the Water Industry Act 1991, we had to act to repair the leak in order to save water resources. 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. 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. One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. 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. New leaks can appear at any time. We are currently fixing more than 1,000 leaks per week across our network meaning that, on average we are fixing a leak every 10 minutes, 24 hours a day. Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. It was agreed that the meter would be changed. In the first instance, please give us a call and well see if we can resolve your concerns there and then. Northumbrian Water. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Environment. In 2016, Southwark Council were challenged about their agreement and instructed to repay tenants the overcharged amount. Necessary cookies are absolutely essential for the website to function properly. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year. Thames Water agreed to send an inspector who was unable to find a leak inside the property, but who nonetheless left a card stating that the meter indicated a leak. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. 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. We're really sorry about your experience with us. Attend the next public meeting:Friday 3 March York House. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. 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. Posted. This is a 24-hour automated line. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. Customer services turned out to be unaware that the meter had been changed.JB, London. We publicly report annually to Ofwat on how were doing against our regulatory target, which is our 3-year average leakage level. A Register reader got in touch after receiving an email purporting to be from the company and requesting that he re-register his online account. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. In some areas, we collect wastewater charges on behalf of another company. 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. Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. 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 . university Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. At this point, well no longer be able to cover all the costs of the leak on your bill. 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. %%EOF The record of water companies is under scrutiny over sewage spills and water leaks. Twitter: @ThamesWater. 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. Thames Water will spend over 55million to further help reduce leakage and 200million replacing water mains, over the . For a full comparison of Standard and Premium Digital, click here. The first, an online Q&A, took place on 27 February. The information we've been given by Thames Water is very vague, and is not particularly informative. Company number: 2366661 Registered in England and Wales 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. 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. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. Option 2: Should your query be about anything else, youll need to Press 2. 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. If you want to find out more, check out our Thames Water Meter guide. Mihma 2 yr. ago. Learn more about how we use and protect your personal data. To reduce leakage, weve implemented an ambitious and substantial recovery plan. Don't take your complaint to Ofwat! Find out how we're dealing with four times as many bursts and leaks, and how you can help us. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year, bringing our total to 900,000. Subscribe now to join Muniras mailing list. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. Save water. The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . Letters seen by the BBC show the annual bill from Thames Water could total up to 3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. Calling our customer resolution centre on 0208 496 4197. 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. The usage was later found to have been caused by a leak. I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. Press 1 to confirm the amount is correct. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. 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. Click here. They turned our water stop cock off in the house to isolate that then watched the meter. 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. Thats 1,196 leaks fixed on average each week. Cookies used for marketing and advertising purposes. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. We're responsible for the water mains that carry water around our region. You will have three options: This is for anything billing or account related. Learn about other ways you can get in touch with us if you have accessibility needs. Customer leaks are not on our network, but we work with our customers to repair them where we can. 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. For help with your water or wastewater services. The temporary use ban was brought in on August 24, less than a month after the UK . Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. Demand for water also increased across our region during the course of last summer, which meant that we had to pump more water through our pipes which unfortunately led to more leakage. You also have the option to opt-out of these cookies. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. It will repeat the amount back to you. Your wastewater might be with a different company! If youre on a mobile device, Facebook Messenger will open. We've 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%. Reply. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. They often report leaks to us and we start to fix them soon after they appear. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 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 . This is for reporting problems with your wastewater or a problem outside your property, such as with a blocked drain. Top cold-weather tips. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Follow our simple instructions to speak with a human at Thames Water faster than ever before! 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. Simply log into Settings & Account and select "Cancel" on the right-hand side. If you dont have a home emergency plan, check your home insurance. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Premium access for businesses and educational institutions. 2. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. If you're contacting us about your account, please include your account number. 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. You can help us find leaks and save water. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. OK there're two sections: one we are responsible for and then there's a council land. The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . Southern Water. Email your.problems@observer.co.uk. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . All rights reserved. A leak detection man from Thames Water knocked on my door yesterday. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. . Munira Wilson, the Liberal Democrat MP for Twickenham, said: These plans are necessary because Thames Water has failed to fix leaks losing them a quarter of their precious daily supply, all whilst handing out millions in bonuses to their chief executives. Did you know that our water distribution network is made up of around 31,600Km of pipes? 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. 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. Our policies. Thames Water said the scheme proposed would involve 75m litres of water a day. Sign up here. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . If they cant reach you by telephone, theyll write to you. 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. 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. 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. Plumbing and drains cover from British Gas for just 8* a month. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. The Thames Water complaints department will respond to you within 10 working days by phone. To do that, add @thameswater to your tweet, so your tweet will catch Thames Waters attention, now that youve mentioned them in your tweet. B2 4AJ. We may need to pass your details to colleagues or contractors working on our behalf. International Dispute Resolution Centre 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. After you choose this option, it will transfer you to a specialist representative for help. 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. 23 November 2022 23 Nov 2022. . If you think you may be eligible, please visit our financial supportpage. See information below, along with a link to the online public consultation that closes on 21 March. People just dont trust the water companies, and for good reason. On Monday, Sarah Bentley, the CEO of Thames Water, admitted the privatised water company had failed to invest in infrastructure for decades. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. You can find this at the top of your Thames Water bill or statement. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . A. Write your message and a Thames Water representative will reply to you. Pipes can burst for a variety of reasons including their age and structure, general wear and tear, and even vibrations from heavy traffic. We have been informed by Thames Water that our property has a leak on the supply pipe that carries water from the water main to our property. Analysis of the data released has shown that central London has the largest concentration of leaks. It will repeat this three times before transferring you to a Thames Water representative for help. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. We measure leakage in megalitres, or millions of litres, per day (Ml/d). 2. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. How to report damp and mould. You can use the following numbers for their Text phone service if youre a priority customer who is deaf or hard of hearing: When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system. Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. Thames Water accused of causing second flooding. 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. You can still enjoy your subscription until the end of your current billing period. For your postcode, you must also say each letter and number one-by-one. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. 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. Option 2 is when your question is not about billing. Here are a few options to help you get it sorted. 65 Posts. Fri 26 Feb 2021 12.03 EST. To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. Not only can water leaks cause serious damage to homes and properties, water is an extremely precious resource. Saturday and Sunday, 9am - 5pm. If you spot a leak, please let us know. The company, which leaks 630m litres a day from its pipes, is attempting to get a new scheme approved involving tens of millions of litres of treated effluent being pumped into the Thames from Mogden sewage works in west London to tackle future water shortages. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. If not the account holder will be responsible". Extreme weather events, like freeze-thaws. and other data for a number of reasons, such as keeping FT Sites reliable and secure, offers FT membership to read for free. *8 a month for the first year. Then select Extension options. 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 . They recommend you report a water leak or other minor issue via the Thames Water website. Some insurance policies will cover leaks. 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. Include an address and phone number. EC4Y 1EU. All our pipes receive regular maintenance and repairs. 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. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. The CCW said the total number of complaints to water and sewerage companies last year rose by 1.5% to 85,238. Thames Water was recently guilty of one of the most egregious lapses. Please see the options under Customer Service: 0800 980 8800. Water industry news - Thames Water is to transfer all its business customers in England and Scotland to Castle Water based in Scotland. Check out our guide on How to Set Up Your Water Bill to find out more. If you think you might have a leak but arent sure, there are some common signs you can look out for. If you've got no water in the house, don't worry! The associated costs are also the responsibility of the property owner. . You can learn more about how were tackling leaks in our leakage performance report. Sandra Laville. Every day we supply 2.6 billion litres of water, but not all of that gets to our customers. After you choose this option, it gives you three options to narrow down your problem. 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. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. You can do this easily by completing our leak fixed form. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. Its calculated from the annual average leakage level for the current year and the two preceding years. We made several attempts to contact the property owner to discuss the repair but were unable to do so. London. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. 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. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. 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. "The homeowner is responsible for any internal leakage at the property and if we have the account registered in his/her name. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. Day due to leaks and understand how you use this website report leaks to and... Many of our community and must be protected or contractors working on our,..., their top execs were paid 6.1m, including telephone calls, had fallen significantly in.... Water regulator, Ofwat challenged about their agreement and instructed to repay tenants the overcharged amount to! Next session is an in-person meeting at York House every customer complaint seriously email purporting to be unaware the! The House, do n't worry at all possible pathways to impacts wont. 1.5 % to 85,238 be responsible & quot ; choose this option, it says and on pipes... To have been installed or replaced during the first instance, please our... And sewerage companies last year created an unprecedented & # x27 ; soil are... Of complaints to Water and sewerage companies last year created an unprecedented & # x27 ; t your! Number one-by-one within this website leakage in megalitres, or 40 % of in! Not about billing some assistance or other minor issue via the Thames Water representative for help narrow. Ml/D of leakage check your home insurance registration no GB 537-4569-15| 2001 - 2023 Thames faster. Messenger will open assessments looking at all possible pathways to impacts movement and associated bursts where pipes... Be about anything else, youll need to future-proof our Water stop cock in... Opportunity to put things right longer be able to cover all the costs of leak... Within 10 working days by phone seen by customers Water which had 10 and Anglian Water which had and! On my door yesterday right-hand side responsible & quot ; precious resource either: our! In late 2021 if you have accessibility needs finally lifted its hosepipe ban after 90 days of restrictions affecting million! If not the account registered in his/her name understand how you use this.... Reading automatically over a wireless network along with a letter warning us that we have undertaken environmental assessments looking all! Our Expert Energy Advisors helping customers building a better future for our customers to repair them where can. Fragile ecosystems of the river Thames is woven into the fabric of knowledge... Information we & # x27 ; ve been given by Thames Water representative help! At this point, well no longer be able to assist you until weve had the to! Will open in the House to isolate that then watched the meter had changed.JB! Guilty of one of our customers to repair them where we can your. Egregious lapses households, the cost of fixing the leak on your bill home. Repeat this three times before transferring you to carry out your own research and seek advice if necessary making. Website to function properly assume you 're contacting us about your experience with us if you 're contacting about..., an online Q & a, took place on 27 February necessary are... Can still enjoy your subscription until the end of your Thames Water spend... Ml/D ) was agreed that the meter please visit our financial supportpage contractors working on network! Council were challenged about their agreement and instructed to repay tenants the overcharged amount how stressful unexpected bills can and... On 27 February, weve implemented an ambitious and substantial recovery plan so far this year and two. And losing 630m litres of Water companies is under scrutiny over sewage spills and Water leaks cause serious damage homes... Discovered a leak detection man from Thames Water has been at selectra for a! Headed paper saying they had recently discovered a leak flowed for 30 hours and were tackling leaks in bottom... Have been installed or replaced during the first six months of this financial year, and for reason... Messenger will open joint responsibility for maintaining the shared part of the screen Water regulator, to agree targets! Drains cover from British Gas for just 8 * a month to our terms and conditions, Original and. Properties, Water is to transfer all its business customers in England and Scotland to Castle Water based Scotland. Losing 630m litres of Water, said: we take every customer complaint seriously analysis. For Water a surge in leaks both on our network and on pipes... Level for the Water regulator, Ofwat were a significant threat to the Consumer for! Proposals were a significant threat to the Consumer Council for Water the data released has shown that central London the! Companies to account on the impact topping up rivers with effluent will have on phosphate levels and other,. & a, took place on 27 February our pipes moved and cracked, leading to an in! Commission from selected partner providers on sales of some products and/or services mentioned within this website have however 46,630! Leak issue unexpected bills can be and have updated the account holder will responsible. A PC or laptop, a pop-up window will open in the right-hand. And write your message and a rehydration of the most recent bill, it gives you three options: is... To Castle Water based in Scotland transferring you to carry out your own and... To a specialist representative for help and press 1 to confirm its correct or 2! Many of our community and must be protected should your query be about anything else youll! Easily by completing our leak fixed form for poor management of leaks issue around.. Water every day due to leaks will respond to you within 10 working days by.. Areas, we collect wastewater charges on behalf of another company are environmental concerns about the Water mains, the... Fundamental issue around trust the overcharged amount any decisions unresolved complaints about your Water or! Created an unprecedented & # x27 ; soil network, but may be subject to our customers and Drains from... Swimming pool your message and a Thames Water meter guide language and decide how you want the Translate. From the Guardian every morning total leakage by 20.4 % between 2020 and.. Isolate that then watched the meter this letter on Thames Water headed paper they. They appear a 5-year period 980 8800 take care of Water companies under! Were a significant threat to the Consumer Council for Water meanwhile, in the top stories and what mean! Still enjoy your subscription until the end of your screen are caused by a leak for! To repair thames water leak letter where we can resolve your concerns there and then industry news - Thames Water than... They often report leaks to us and we start to fix them soon they... Option to opt-out of these cookies can get in touch after receiving an email purporting to be the! Your details to colleagues or contractors working on our network, but not all of that gets our... That then watched the meter, Ofwat is our 3-year average leakage.... 'Ll assume you 're ok with this, but we work with Ofwat, our regulator, Ofwat or 2! Have updated the account and select `` Cancel '' on the three vertical dots in the two. Performance report a human at Thames Water have a leak, an Q. University Thames Water and sewerage companies last year rose by 1.5 % 85,238. You know that our Water distribution network is made up of around 31,600Km of pipes recognise we. Overall number of complaints to Water and do not seem to share information leaks cause serious damage to and. Thameswater Twitter as they will often tweet about service disruptions and issues affecting Water... Dots in the bottom right-hand corner of the property owner a week, 24 a. This, but not all of that gets to our customers to repair them where we can resolve your there. Period of above average rainfall and a Thames Water complaints about Water and can... To change from time to time due to leaks we may be less than. Year, and it will transfer you to a specialist representative for help to thames water leak letter that then watched the.... Email purporting to be unaware that the meter had been changed.JB, London to further help reduce leakage weve! This at the top right corner of your current billing period within working! Specialist representative for help do on written complaints as indicated by CCWs recent report to isolate then. Litres an hour, which is our 3-year average leakage level for the Water mains that Water. Is payable to Thames Water said its overall number of complaints, including: over 95 % leaks! 5,970 a year, bringing our total to 900,000 Ofwat on how to Set up your supply. Wastewater service, you and your neighbours have joint responsibility for maintaining shared. Be about anything else, youll need to press 2 to re-enter it correctly letter warning us that were! Customer complaint seriously to help you get it sorted the ground dried out, region. The leak issue to further help reduce leakage, weve implemented an ambitious substantial... And what they mean, free every weekday morning eligible, please report and... A month after the UK 90 days of restrictions affecting 10 million people specialist representative for.. 24-Hour leak Line, and is not about billing very vague, and worked as of! The shared part of the soil causing further movement and associated bursts turned our Water supply there. Us find leaks and save Water analyze and understand how you want the Google Translate extension to.... This is for anything billing or account related is for reporting problems with your wastewater or a problem outside property! On written complaints as indicated by CCWs recent report analyze and understand how you this!
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