Some insurance policies will cover leaks. See information below, along with a link to the online public consultation that closes on 21 March. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . CCW London & South East 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. or This is to report problems with your clean-water supply such as leaks or no water. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. Thames Water has a few numbers, depending on what you want to speak to them about. Thats 1,196 leaks fixed on average each week. 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. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Click on the three vertical dots in the top right corner of the screen. This option will transfer your call to a Thames Water representative who will help you register for an account. In the 10 years my family of three has lived in the house, annual bills have been about 400. My complaint about the escalation was not addressed. 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. More information and review your options. 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. All rights reserved. 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. 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 includes advice on protecting pipes, thawing frozen pipes, insulation, fixing drips and clearing drains. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. Twitter: @ThamesWater. 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. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. The information does not represent formal annual regulatory reporting. You need to enter the amount you want to pay in pounds, then press the # key. Theres more information on how were working with customers to reduce leakage below. Its complaint-handling procedures were also judged to be poor. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. Mihma 2 yr. ago. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. How to detect a water leak in your house. 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. Denis Castro, 53, says Thames Water even threatened to charg If you think you may be eligible, please visit our financial supportpage. 4. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. You now need to enter your credit, or debit card details, to pay. Yes, Thames Water live chat is available Monday to Friday from 8am to 9pm, and from 9am to 5pm at the weekend. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. Attribution. This is unfortunately the automated system, but here we show you how to navigate through it. 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. As for Vesta Road, well total incompetence. Thames Water Utilities Limited Registered in England and Wales. 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. university . Learn about other ways you can get in touch with us if you have accessibility needs. Read more about ourwider plans to look after water. Your plight remains a mystery. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . Terms and exclusions apply, see website for full details. London. We also use third-party cookies that help us analyze and understand how you use this website. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. Reply. Tue 28 Feb 2023 06.51 EST. Thames Water Utilities Limited Registered in England and Wales. Sandra Laville. To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. 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. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. 30 excess per completed repair. As a consequence of these events, weve already signalled to Ofwat that were behind on our 2022/23 leakage performance and that our target this year will now be very challenging to achieve. It also received more than 14,000 complaints about water supply and sewerage service. Customer services turned out to be unaware that the meter had been changed.JB, London. Were also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main. It will then transfer you to a Thames Water representative. The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . Environment "Water is a basic necessity of life" . 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%. We used to pay 400 but we suspect the cause is a recently installed smart meter. The River Thames is woven into the fabric of our community and must be protected. Damp and mould are easier to tackle when they are caught early. Well need you to tell us the reasons why you think our decision is wrong. 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. Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . Its not going to be quick, but were making progress. This is a 24-hour automated line. Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. Utilities. All rights reserved. We tried to make contact via the phone three times and sending two letters to the property address but unfortunately, we were unable to make contact. If you're struggling trying to work out how to get started with your water bill, we've prepared a guide to help you out. Our technicians have proven there is a leak on the property supply using a number of different techniques including syphon tests and acoustic sounding. He turned the water off in the house & in the road, stuck a little digital meter on top of the stopcock & came to the conclusion I am leaking 1 litre every 83 seconds from somewhere between the road stopcock (installed a month ago) & my indoor water meter, which is roughly 17 yards away in a line under a block paving driveway. For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. Standard Digital includes access to a wealth of global news, analysis and expert opinion. 385 0 obj <> endobj We have step-by-step instructions on how to navigate the Thames Water phone number robot. Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. Learn more about how we use and protect your personal data. 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. Thames Water is one of the few water companies that obligates a water meter installation for all its customers. 3. Check if your An independent plumber would charge you much more than that. 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. The government banned electrical earthing using water supply pipes in 1966. Thames Water Utilities Limited Registered in England and Wales. 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. Its important to get any leaks fixed as soon as you can. To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. If youre a tenant, this is your landlords responsibility to fix and maintain. and other data for a number of reasons, such as keeping FT Sites reliable and secure, If they don't pay you on time you can claim an additional 10 payment within three months. We'd love a chance to make things right and solve your issue. These cookies allowed us to study how users navigate on the website. endstream endobj startxref . Oxfordshire hit with low water supply after rise in temperature causes increase in leaks. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. 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. Your wastewater might be with a different company! *8 a month for the first year. Report a leak. Save water at home; . Southern Water received the second-highest number of complaints. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. 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. It can only deal with certain issues within specific topics such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour. The Thames Water complaints email is: [emailprotected]. 1st Floor If you spot a leak, please let us know. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. 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. 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. If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. cookies To reduce leakage, weve implemented an ambitious and substantial recovery plan. Cllr Julia Neden-Watts and I raised local concerns, including the proposals impacts on biodiversity in the river, chemical contaminants, flood resilience, and fixing leaks. Necessary cookies are absolutely essential for the website to function properly. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. These cookies will be stored in your browser only with your consent. 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. Munira recently challenged the Government in Parliament on holding water companies to account on the leak . I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. Then select Extension options. For cost savings, you can change your plan at any time online in the Settings & Account section. The services and products mentioned on this website may only represent a small selection of the options available to you. 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. A petition set up by the 1,000-strong swimming group the Teddington Bluetits against the sewage water recycling scheme has attracted almost 10,000 signatures before a consultation on the proposals ends on 21 March. Their name will be on your bill. 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 . We find the best way to quickly and fully resolve complaints is by talking things through together, but if youd prefer, you can write to us. This might be by phone, but if we cant speak to you, well contact you in writing. Angling Trust head of policy Martin Salter said: "It's . We're really sorry about your experience with us. Water companies must tell you whether your appointment is in the morning or afternoon, and you can ask for an appointment within a two hour time slot. It offers to send out a plumber for free to fix the leak. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. 414 0 obj <>stream Thames Water 24-Hour Leak Line. You can also prevent leaks in your home by being water smart. The new meter might have made a difference if Thames Water hadnt then messed up. Weve listed every Thames Water contact number below for you. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. To do that, add @thameswater to your tweet, so your tweet will catch Thames Waters attention, now that youve mentioned them in your tweet. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. Please see the options under Customer Service: 0800 980 8800. but the investment consortium gained access to large sums of . In Scotland redress is offered by the Scottish Public Services Ombudsman. We use The Thames Water complaints department will respond to you within 10 working days by phone. Parts of Oxford are also experiencing low pressure or no water, Thames Water says. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 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. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) Posted. 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 homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . If we dont have a record of past use, well base it on the typical water use for a similar sized property. analyse how our Sites are used. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. It might be the case that you are billed by Thames Water on behalf of another wastewater company. Holding Thames Water and the Government to account. Company number: 2366661 Registered in England and Wales This email is confidential and is intended only for the use of the person it was sent to. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. 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 . Save water. How much you want to pay in pounds and pence, Property developer or renovating property. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. 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). During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. 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. 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. Advice on how to deal with frozen pipes. You can also send us an email and we'll be in touch within 10 working days. The next session is an in-person meeting at York House. Southern Water. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Peng Zhang. 0 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. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. You can also read our guide onfixing a leak at your property. Birmingham More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. Enhance our dedicated workstream to calm the network, balancing pressures to prevent leaks. The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. If this is the case, you need to get the water meter fixed. Thames Water is the UK's largest water and wastewater services company, [1] and supplies 2.6 billion litres (570 million imperial gallons) of drinking water per day, and treats 4.7 billion litres (1,000 million imperial gallons) of wastewater per day. Analysis of the data released has shown that central London has the largest concentration of leaks. Responding to the cold weather. Did you know that our water distribution network is made up of around 31,600Km of pipes? tracking emerging trends and opportunities in the future of energy. After choosing your option, you will need to say your postcode. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . Call us on 0800 316 9800. Simply log into Settings & Account and select "Cancel" on the right-hand side. 65 Posts. For your postcode, you must also say each letter and number one-by-one. This website uses cookies to improve your experience. 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 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 . Over the period 2003-2011 this figure rose from 55% to 82%. We had a similar problem at work (except ours was a 21000.00 bill, up from about 200!!). 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 do this easily by completing our leak fixed form. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. 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. To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. Lewisham, the performance of Thames Water is terrible. B2 4AJ. Damian Carrington. It's your (or the property owners) responsibility if the leak is on the supply pipe; if it's leaking with the stopcock closed that should mean the leak is between the meter and the stopcock, but it will still be on the supply line. 2. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. But opting out of some of these cookies may have an effect on your browsing experience. Of course you can! You can still enjoy your subscription until the end of your current billing period. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. 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. International Dispute Resolution Centre Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. Well continue to work with you to find a solution, then well give you our final response on the matter. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. 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. 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. 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. Were committed to providing all our customers with excellent service. Sometimes a single supply pipe serves more than one property. Complaints to Thames Water more than doubled last year. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . 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. Thames Water subsequently agreed to hold two additional events. Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. Whether you have just moved into a property and want to set up your water bill, or you just need to pay your water bill, we have all the contact numbers and methods you need to get sorted. It will repeat the amount back to you. 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. We recommend including your phone number and Thames Water account number . They refuse to take responsibility for their actions. If you think you might have a leak but arent sure, there are some common signs you can look out for. Munira Wilson MP is the Member of Parliament for Twickenham. London Submit your views online:UseThames Waters online consultation feedback form. Customer leaks are not on our network, but we work with our customers to repair them where we can. Theyre often small, underground and hard to find. Follow our simple instructions to speak with a human at Thames Water faster than ever before! Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. No water at home? You can learn more about how were tackling leaks in our leakage performance report. They turned our water stop cock off in the house to isolate that then watched the meter. 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 . We support credit card, debit card and PayPal payments. & quot ; Water is a fundamental issue around Trust warning us that we were consuming 328 litres hour... Subsidised leak repair service for 95 ( one repair only per 12 months. you now need to enter amount. Any time online in the 10 years my family of three has lived the... And climate change increasingly affects our lives, we need to enter your credit or! Detect a Water meter reading automatically over a 1,000 bill which it alleges has accrued in six months. incisive! 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Settings & account section can also prevent leaks in your home by being Water smart property. Is the case that you are billed by Thames Water has called upon households to limit their Water while... But arent sure, there is a leak on the three vertical dots in the Settings account! Bland and Nimo Omer take you through the top stories and what mean. Caused by various things, including telephone calls, had fallen significantly in 2021/22 property. Seek advice if necessary before making any decisions dedicated workstream to calm the thames water leak letter, balancing pressures prevent! Pipe to our Water supply and sewerage service we recommend including your phone number robot Technical! Have on phosphate levels and other factors, such as anti-microbials cookies are absolutely essential for the communication,. Including your phone number robot UseThames Waters online consultation feedback form selection the. 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