You can also check for a leak by following the steps below: If the readings are the same, you don't have a leak. Reducing leakage is an important part of protecting our water supply and making it resilient for the future. If youre on a mobile device, Facebook Messenger will open. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. endstream endobj 386 0 obj <. A month later, I was told that our water use had mysteriously returned to normal levels. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. Learn more about how we find and fix leaks in our video. Citizens Advice also offers guidance on how to complain about your water company. Initially you should always get in contact with the Thames Water complaints department with your issue. %PDF-1.5 % It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Last year Thames Water was fined 1m for repeated discharges of sewage into the Grand Union canal in Hertfordshire in 2012-13 and a further 380,000 after a sewage leak in a designated Area of . Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. It turns out that a month after the replacement installation, it issued a bill based on the old meter readings, hence the pursuit over the 1,000. 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. Peng Zhang. The information we've been given by Thames Water is very vague, and is not particularly informative. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. 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. Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. The usage was later found to have been caused by a leak. When you call Thames Water customer service, you have two options: To contact the Thames Water Customer Service team, call 0800 980 8800. . The Observer revealed last week how a 98-year-old woman with end-of-life care was sent a bill by Thames Water warning that she had used the equivalent of more than a million cups of tea over six months. 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. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. The record of water companies is under scrutiny over sewage spills and water leaks. 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 recognise that we have more to do on written complaints as indicated by CCWs recent report.. Advice on how to deal with frozen pipes. Compare Standard and Premium Digital here. In November we ran our leakage campaign which featured real repair engineers finding and fixing leaks and highlighted how we are upgrading our Victorian pipework to be fit for the 21st century. Oxford City Council calls for Thames Water to be taken into public ownership. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. If you dont have a home emergency plan, check your home insurance. Mihma 2 yr. ago. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. 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. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. You can also send us an email and we'll be in touch within 10 working days. Of course you can! Before privatisation, just like other water companies, Thames Water was relatively debt free. Thames Water Utilities Limited Registered in England and Wales. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Use Option 1 to confirm you are the account holder. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 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. After choosing your option, you will need to say your postcode. 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. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. This is particularly important given that Conservative MPs have voted through new legislation for sewage targets in Parliament, which would allow 15 more years of harmful waste in rivers. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. 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. Dont miss our exclusive We'll respond within 10 working days of receiving your written complaint. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. 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. Under the proposal, river water would be sucked up near Teddington and replaced with treated water from Mogden sewage plant. Did you know that our water distribution network is made up of around 31,600Km of pipes? Premium access for businesses and educational institutions. We measure leakage in megalitres, or millions of litres, per day (Ml/d). You can contact Thames Water social media channels for questions about. 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. The government banned electrical earthing using water supply pipes in 1966. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . Latest in your area. 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. The area covered by Thames Water has a population of 15 million, that comprise 27% of the UK . Anyway, yesterday we received a letter from Thames Water stating that they had not heard from us re the leak and that as it was a supply pipe leak we were liable for repairs/replacement. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. Have a Thames Water related issue that needs to be fixed? Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. If you need to contact the 24-Hour Leak Line, call 0800 714 614. Cookies used for marketing and advertising purposes. Supporting the Liberal Democrats campaign for cleaner water. Calling our customer resolution centre on 0208 496 4197. 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). 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 Utilities Limited Registered in England and Wales. This is more common when buildings are close together, in a side-by-side- layout, such as on a terraced street. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. 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. If you have a problem with your wastewater service, you should contact that company. He is well versed in UK energy and broadband markets and now writes web content for our online visitors. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. CEO Sarah Bentley . Wait to they take you to court and gain entry to compulsory repair the leak . 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 Thames Water subsequently agreed to hold two additional events. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) 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. We support credit card, debit card and PayPal payments. My complaint about the escalation was not addressed. 70 Fleet Street The next session is an in-person meeting at York House. If you appoint a solicitor or land agent, we'll be happy to liaise with them, but we cant be responsible for any costs incurred. Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. All rights reserved. Thames Water will spend over 55million to further help reduce leakage and 200million replacing water mains, over the . 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. You may have a home emergency policy which covers plumbing and drainage. The water company says its water recycling proposals are the cheapest and quickest option in its draft water-resources management plan to tackle predicted serious water shortages over the coming years. The first, an online Q&A, took place on 27 February. Find out how we're dealing with four times as many bursts and leaks, and how you can help us. Select More tools. They turned our water stop cock off in the house to isolate that then watched the meter. This website uses cookies to improve your experience while you navigate through the website. The number of written complaints received by the firm from household customers has risen from 17,039 in 2017/18 to 40,060 in 2021/22, according to the most recent figures from the Consumer Council for Water (CCW). Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Call us on 0800 316 9800. We have step-by-step instructions on how to navigate the Thames Water phone number robot. 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. Click here. see below. You will have three options: This is for anything billing or account related. This is unfortunately the automated system, but here we show you how to navigate through it. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. 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 still call this number to report an issue if you cant access a computer or the internet. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. 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