If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. Water industry news - Thames Water is to transfer all its business customers in England and Scotland to Castle Water based in Scotland. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! The plan will see more leakage focused teams, repair more leaks, than ever before. Option 2 is when your question is not about billing. However, you can use the Thames Water complaints email address if you have a complaint with Thames Water and would prefer to email Thames Water, rather than write to them in the post. 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 want to find out more, check out our Thames Water Meter guide. Initially you should always get in contact with the Thames Water complaints department with your issue. They often report leaks to us and we start to fix them soon after they appear. 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. It will repeat the amount back to you. 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. This will allow you to see all your Chrome extensions. You can help us find leaks and save water. 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. You may also opt to downgrade to Standard Digital, a robust journalistic offering that fulfils many users needs. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. Follow our simple instructions to speak with a human at Thames Water faster than ever before! 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. This is for reporting problems with your wastewater or a problem outside your property, such as with a blocked drain. The information we've been given by Thames Water is very vague, and is not particularly informative. If you want to share your thoughts with the world, you can tag Thames Water in your tweet. You can contact WATRS at: WATRS 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. 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. 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. There is no leak at my property that I know of. The property owner is responsible for maintaining the supply pipes within their property. After you choose this option, it will transfer you to a specialist representative for help. There is scientific evidence that treated sewage can have ill-effects on water-based creatures, both through changes in the chemical makeup of the water and its temperature, he said. 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. 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. On 19 January, I held an urgent meeting with Thames Water officials. 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.. 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 . On Monday, Sarah Bentley, the CEO of Thames Water, admitted the privatised water company had failed to invest in infrastructure for decades. Well need you to tell us the reasons why you think our decision is wrong. personalising content and ads, providing social media features and to Extreme weather events, like freeze-thaws. You now need to enter your credit, or debit card details, to pay. International Dispute Resolution Centre With the business water retail industry in England due to open to competition fully April 2017 which will allow an estimated 1.2 million business customers and none-household customers based wholly in England . Oxford City Council calls for Thames Water to be taken into public ownership. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . This category only includes cookies that ensures basic functionalities and security features of the website. Thames Water's Head of Water Networks . Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. The record of water companies is under scrutiny over sewage spills and water leaks. You can do this easily by completing our leak fixed form. Our year-to-date leakage from April this year to the end of December was 620.7 Ml/d against a year-to-date target of 512.0 Ml/d. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. Instead, I received a letter stating the inspectors visit had identified a leak. Its not going to be quick, but were making progress. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. 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. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . If this is the case, you need to get the water meter fixed. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. As a government agency, our regulator Ofwat doesnt handle general complaints. Munira Wilson MP is the Member of Parliament for Twickenham. 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. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. Analysis of the data released has shown that central London has the largest concentration of leaks. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. Holding Thames Water and the Government to account. Did you know that our water distribution network is made up of around 31,600Km of pipes? For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. 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. Learn more about how we use and protect your personal data. Read more about ourwider plans to look after water. Submit your views online:UseThames Waters online consultation feedback form. 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. Attribution. You may have a home emergency policy which covers plumbing and drainage. Lewisham, the performance of Thames Water is terrible. Munira has taken a number of actions in Parliament including: Following Muniras interventions, Thames Water agreed to hold two further consultation events. 70 Fleet Street This is to discuss anything about reforming your property, or if you have a new-build property that needs a water supply. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. 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. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. It was agreed that the meter would be changed. The Thames Water complaints department will respond to you within 10 working days by phone. 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. 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. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. This option will transfer your call to a Thames Water representative who will help you register for an account. Have you registered for our financial support? A consultation on the proposal runs until 21 March. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Reply. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. 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 . 2. Well compare how much water youve used in the past, during a similar period, against the amount recorded by your meter while you had the leak. 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. For help with your water or wastewater services. Have a Thames Water related issue that needs to be fixed? Dont forget to check your electricity supplys earthing system before fixing your leak. Their name will be on your bill. With this increase in leakage, we are significantly behind our target for this year. The next session is an in-person meeting at York House. 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. 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. All our pipes receive regular maintenance and repairs. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. 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. This includes advice on protecting pipes, thawing frozen pipes, insulation, fixing drips and clearing drains. 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. The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . This might be by phone, but if we cant speak to you, well contact you in writing. Denis Castro, 53, says Thames Water even threatened to charg Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. If you've got no water in the house, don't worry! 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. 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. 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. You can also send us an email and we'll be in touch within 10 working days. Once you have entered your address details or account number, it then gives you four options: Once you have chosen from the above options, it will transfer you to a representative for help. The technician discovered that it was producing inflated readings and that it had been incorrectly installed. It also received more than 14,000 complaints about water supply and sewerage service. Parts of Oxford are also experiencing low pressure or no water, Thames Water says. Thames Water address. 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. 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). If you want to speak to a Thames Water representative and avoid the robot-system, at this point do nothing. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. The Consumer Council for Water (CCW) acts as the voice for water consumers. Thames Water suffers surge in written complaints. We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. 7 days a week, 24 hours a day. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. 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. How to report damp and mould. The hot and dry summer last year created an unprecedented soil moisture deficit. 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. 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. 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. Standard Digital includes access to a wealth of global news, analysis and expert opinion. 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. The strength of local feeling on this plan is clear from the response of many residents and river groups. Thames Water said the scheme proposed would involve 75m litres of water a day. London. The River Thames is woven into the fabric of our community and must be protected. Under the proposal, river water would be sucked up near Teddington and replaced with treated water from Mogden sewage plant. 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. These cookies do not store any personal information. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. 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. 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. tracking emerging trends and opportunities in the future of energy. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. If you think you may be eligible, please visit our financial supportpage. If not the account holder will be responsible". Twitter: @ThamesWater. Thames Water 24-Hour Leak Line. We only collect anonymous data. Northumbrian Water. Dont miss our exclusive 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. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. We're responsible for the water mains that carry water around our region. SimonGres New Member. For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. Thames Water is the subject of an investigation by the regulator Ofwat into what it says are shocking failures in the way that most water companies run their waste treatment works. The number of written complaints received by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22. However, Thames Water continued to blame a leak for our huge bill. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. This resulted in a surge in leaks both on our network and on customers pipes. 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. Damian Carrington. To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. Concerns over the impact of chemical pollution from the treated sewage, including harm from forever chemicals, has angered river users. How to detect a water leak in your house. Customer services said the meter would be investigated. Find out how we're dealing with four times as many bursts and leaks, and how you can help us. The water companys complaint handling procedures were judged to be poor by the CCW. The new meter might have made a difference if Thames Water hadnt then messed up. With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. 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