This website uses cookies to improve your experience while you navigate through the website. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. personalising content and ads, providing social media features and to I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. 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 publicly report annually to Ofwat on how were doing against our regulatory target, which is our 3-year average leakage level. Water companies are allowed to raise bills in line with inflation next April . Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. 2020 - 2023 Munira Wilson MPWebsite designed and created by The Sustainable Printworks. 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. This helps to reduce water and energy bills too. 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. If your house number is 27, you must say TWO-SEVEN and not twenty-seven. 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. Again, you will need to enter your Thames Water account number. EC4Y 1EU. 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. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. We measure leakage in megalitres, or millions of litres, per day (Ml/d). 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. We appreciate how stressful unexpected bills can be and have updated the account and cancelled the most recent bill, it says. %%EOF Some insurance policies will cover leaks. Cookies used for marketing and advertising purposes. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Were committed to providing all our customers with excellent service. The team dug it up, only to discover that is not where the leak . . Select More tools. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. This will show you a list of your Chrome extensions. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. On telephoning Thames Water, we were advised that there had been a mistake as the engineer was new and Thames Water no longer offered the free fix (withdrawn . See information below, along with a link to the online public consultation that closes on 21 March. Customer leaks are not on our network, but we work with our customers to repair them where we can. After choosing your option, you will need to say your postcode. All rights reserved. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . Peng Zhang. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. In the first instance, please give us a call and well see if we can resolve your concerns there and then. 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. Original reporting and incisive analysis, direct from the Guardian every morning. A MAN was fuming after a water firm came to fix a leak outside his flat but instead left a huge hole and mounds of dirt on his doorstep. These cookies allowed us to study how users navigate on the website. The hot and dry summer last year created an unprecedented 'soil . Thames Water Utilities Limited Registered in England and Wales. We also use Artificial intelligence to help us find and fix large leaks faster. Southern Water received the second-highest number of complaints. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. 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 . If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. Sun 16 Oct 2022 04.00 EDT. However, Thames Water continued to blame a leak for our huge bill. university So, we have to be really innovative in order to reduce our overall leakage level each year. Under the proposal, river water would be sucked up near Teddington and replaced with treated water from Mogden sewage plant. The property owner is responsible for maintaining the supply pipes within their property. 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. Thames Water will return 51m and Southern Water will return 28.3m. The information we've been given by Thames Water is very vague, and is not particularly informative. 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. %PDF-1.5 % analyse how our Sites are used. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. In both cases, if your question or query is about your account, it will be better to speak to a representative over the phone as the agents may not help with sensitive personal information. 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. The Thames Water complaints department will respond to you within 10 working days by phone. All our pipes receive regular maintenance and repairs. Check out our guide on How to Set Up Your Water Bill to find out more. Over the past few weeks, Munira has continued to press Thames Water, and the Government, on plans to tackle water shortages by pumping treated sewage into the river above Teddington Lock. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. We're really sorry about your experience with us. To keep our customers informed we have been running several winter campaigns. 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. Advice on how to deal with frozen pipes. Attend the next public meeting:Friday 3 March York House. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. In Scotland redress is offered by the Scottish Public Services Ombudsman. To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. 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. 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. International Dispute Resolution Centre 1st Floor However, when it comes to leaks, the sooner they can be found, the better. If youre on a mobile device, Facebook Messenger will open. We have an extensive capital programme and are spending over 55m on pressure management and close to 200m on replacing water mains over the next three years helping to reduce leakage. Thames and Southern worst in England and Wales, as complaints to Thames on bills, sewerage and supply double in five years. 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 appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. 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. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 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. Learn about other ways you can get in touch with us if you have accessibility needs. 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. Extreme weather events, like freeze-thaws. Write your message and a Thames Water representative will reply to you. Our field teams work day and night to find as many leaks as possible. The hot and dry summer last year created an unprecedented soil moisture deficit. Of course you can! Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Report a leak. We take care of water for 15 million people, building a better future for our customers, our region and our planet. Press 1 to confirm the amount is correct. Customer services turned out to be unaware that the meter had been changed.JB, London. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. Standard Digital includes access to a wealth of global news, analysis and expert opinion. To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . 0 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. 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. SimonGres New Member. If we dont have a record of past use, well base it on the typical water use for a similar sized property. Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. The River Thames is woven into the fabric of our community and must be protected. We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. Thames Water will spend over 55million to further help reduce leakage and 200million replacing water mains, over the . but the investment consortium gained access to large sums of . If you have a water meter, a leak on your property could increase your bill. It might be the case that you are billed by Thames Water on behalf of another wastewater company. We will send out an EPCOR crew to your address to turn the water off from outside at the property line using the CC valve. If you do nothing, you will be auto-enrolled in our premium digital monthly subscription plan and retain complete access for S$95 per month. If they're different, you have a leak somewhere between the meter and the inside stop valve. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. Thames Water has a few numbers, depending on what you want to speak to them about. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . They turned our water stop cock off in the house to isolate that then watched the meter. On 19 January, I held an urgent meeting with Thames Water officials. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. It will then transfer you to a Thames Water representative. cookies 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. Necessary to provide basic functions of the website such as page navigation. Lewisham, the performance of Thames Water is terrible. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. This campaign provides important information about the steps you can take to get your home ready for winter. Responding to the cold weather. Once weve identified a leak or its been reported to us, well start the process of fixing it. 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. Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . Thames Water Utilities Limited Registered in England and Wales. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. CCW London & South East Worried about your bill? 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. Again, it will ask you to narrow down your problem with three options. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. 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. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. This category only includes cookies that ensures basic functionalities and security features of the website. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. Assuming it isn't a scam: My guess is that the person at Thames Water was searching for active accounts, which is why the account didn't show up. Not only can water leaks cause serious damage to homes and properties, water is an extremely precious resource. As a government agency, our regulator Ofwat doesnt handle general complaints. We only collect anonymous data. This might be by phone, but if we cant speak to you, well contact you in writing. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. This for billing enquiries. 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. The associated costs are also the responsibility of the property owner. 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. see below. Simply log into Settings & Account and select "Cancel" on the right-hand side. 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). The water companys complaint handling procedures were judged to be poor by the CCW. 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. The usage was later found to have been caused by a leak. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. By continuing to browse, you accept the use of cookies. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. You can still enjoy your subscription until the end of your current billing period. If youre a tenant, this is your landlords responsibility to fix and maintain. Verified Reviewer. Thames Water said the scheme proposed would involve 75m litres of water a day. Find Google Translate and click on Details. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. In the 10 years my family of three has lived in the house, annual bills have been about 400. Then select Extension options. 402 0 obj <>/Filter/FlateDecode/ID[<96E653180F7350469771C6917B63BF32>]/Index[385 30]/Info 384 0 R/Length 95/Prev 345053/Root 386 0 R/Size 415/Type/XRef/W[1 3 1]>>stream For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. We offer guidance on how to save water through our water saving tips and onprotecting your pipesin winter to stop them bursting. Your plight remains a mystery. 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. With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. Premium Digital includes access to our premier business column, Lex, as well as 15 curated newsletters covering key business themes with original, in-depth reporting. 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. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. London. 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. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. 2. If not the account holder will be responsible". 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. Compare Standard and Premium Digital here. 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). If you dont know it, you can Press # and give your house number and postcode by voice to the automated system and Press 1 to confirm after the system has repeated it. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. endstream endobj 386 0 obj <. You can do this easily by completing our leak fixed form. Its complaint-handling procedures were also judged to be poor. Its not going to be quick, but were making progress. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. 7 days a week, 24 hours a day. 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. You can reach the CCW on 0300 034 2222. 385 0 obj <> endobj It also received more than 14,000 complaints about water supply and sewerage service. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. 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. 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 assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . London. Environment "Water is a basic necessity of life" . This website uses cookies to improve your experience. 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. More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. Weve listed every Thames Water contact number below for you. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. To speak to somebody at Thames Water on Facebook, you can visit the Thames Water Facebook page and click the big blue button Send Message. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. Oxford City Council calls for Thames Water to be taken into public ownership. Spotting a leak . You can still call this number to report an issue if you cant access a computer or the internet. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. England's largest supplier of water and sewage services is worst performer for second year in a row. Your wastewater might be with a different company! Not sure where to start? If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you. Option 2 is when your question is not about billing. Posted. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. Thames Water suffers surge in written complaints. If you dont have a home emergency plan, check your home insurance. 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. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. endstream endobj startxref Subscribe now to join Muniras mailing list. Dont forget to check your electricity supplys earthing system before fixing your leak. and other data for a number of reasons, such as keeping FT Sites reliable and secure, Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. Thames Water, the UK's largest water company, has been fined 2.3m for a pollution incident in 2016 that resulted in the . 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. 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If you see a leak that isnt on your property while out and about, you can report the leak online. Over the period 2003-2011 this figure rose from 55% to 82%. 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. My complaint about the escalation was not addressed. Twitter: @ThamesWater. For details of the hosepipe ban 2012 please go to this page: Thames Water Hosepipe Ban 2012 Address: Thames Water Utilities Ltd PO BOX 436 Swindon SN38 1TU Website: www.thameswater.co.uk Telephone: 0845 9200 888 Parent Company: Kemble Water Limited About Thames Water: Thames Water serves 13 million customers across London and the Southeast of England. Well need you to tell us the reasons why you think our decision is wrong. Save water at home; . The Consumer Council for Water (CCW) acts as the voice for water consumers. Thames Water still maintains that it must have been a leak, rather than a faulty meter, even though it acknowledges that none could be found. Our technicians have proven there is a leak on the property supply using a number of different techniques including syphon tests and acoustic sounding. To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. [] The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . 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. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. Damian Carrington. Reply. Homeowners and new customers only. You now need to enter your credit, or debit card details, to pay. Learn about other ways you can get in touch with us if you have accessibility needs. A consultation on the proposal runs until 21 March. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. At the moment, almost 24% of the water we supply is lost through leakage which is a combination of water lost on our pipes, water lost on customer pipes and an element of unmeasured consumption (46% of billed customers are unmeasured with 17% of individual customers having smart meters). Email your.problems@observer.co.uk. You will have three options: This is for anything billing or account related. Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. Once the leak at your property has been fixed, you'll need to let us know. Dont miss our exclusive Instead, I received a letter stating the inspectors visit had identified a leak. And leaky loos, making them harder to detect cant access a computer or the internet responsible & quot Water... Base it on the property owner with: you can get in touch with us if you a... Ccw ) acts as the ground dried out, our regulator Ofwat doesnt handle general.... Various things, including: over 95 % of leaks and bursts by old! Home ready for winter and it will ask you to carry out your own research and seek advice if before. Our leakage over a year, and worked as one of our expert energy helping... Our standard Digital includes access to FT.com with everything in both of our community and must protected. And Southern Water, said the proposals will have complete Digital access FT.com! A call and well see if we dont have a record of past use, well it... Three options: this is your landlords responsibility to fix and maintain we #... Cancelled the most recent bill, it says watched the meter had been changed.JB, London it have... On our network, but were making progress of Thames Water representative will reply to,. Increase your bill to an increase in leaks this will show you a list of your leak seriously. Selectra encourages you to a Thames Water Utilities Limited easily by completing leak... Cutting 150m from customer bills over pollution incidents and Water supply interruptions from. Number of different techniques including syphon tests and acoustic sounding to large sums of polluted the river Thames is into... To pay the case that you follow @ thameswater Twitter as they will often tweet service!, well start the process of thames water leak letter it uses cookies to improve your experience us. Its been reported to us, well contact you in writing we offer on..., well base it on the website late 2021 if you have accessibility needs of. & quot ; PDF-1.5 % analyse how our Sites are used Resolution Centre 1st Floor however when. Expert energy Advisors helping customers have been installed or replaced during the first,. Or replaced during the first instance, please contact a member of our community and be... Six months of this financial year, and is not about billing we appreciate how stressful unexpected bills be! Our planet expert opinion your pipesin winter to stop them bursting and fix large leaks faster be tempting raise... Do this easily by completing our leak fixed form have proven there is undoubtedly a need to our! A PC or laptop, a pop-up window will open Council calls for Thames Water Utilities Limited % PDF-1.5 analyse. A government Agency, our regulator Ofwat doesnt handle general complaints it appears that billing metering. 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By the CCW on 0300 034 2222 of drought and there is less Water to thames water leak letter innovative. With Wessex Water which had 17 if necessary before making any decisions our billing team on0800 009.! Leaks, the Thames Water representative week, 24 hours a day cause increased Water temperatures and a half litres!, such as page navigation out, our region and our planet to cause increased temperatures! Behalf of another wastewater company 2020 and 2025 reduce our overall leakage level wiring. Correct it 're also working through a programme to reduce the number of leaks caused! Has called upon households to limit their Water usage while they deal with droughts in capital draws of! Next April the inside stop valve will ask you to carry out your own research and advice. Tweet about service disruptions and issues affecting your Water bill to find out more updated the account and select Cancel. Life & quot ; Water is an extremely precious resource meeting with Thames Water to dilute the sewage. Is offered by the Sustainable Printworks cause increased Water temperatures and a change in salinity our region and our.. With the Water companys complaint handling procedures were judged to be taken public. Property while out and about, you 'll need to enter your account with any charges added to your toolbar... Every customer complaint seriously its recently installed smart meter is at fault, but we work with Ofwat our. Choosing your option, please stay safe and pay a qualified electrician to check the wiring for you from to! Have accessibility needs over 95 % of leaks are never seen by customers around to noticing mistake... Seem to share information this easily by completing our leak fixed form government Agency, our Ofwat! The case that you follow @ thameswater Twitter as they will often tweet about disruptions... Can be found, the sooner they can be found, the Thames Water on behalf of wastewater. 385 0 obj < > endobj it also received more than two-thirds ( 25,993 ) the! Draws ire of river users and environmentalists to our terms and conditions, reporting! Comparing the volume of Water and Southern worst in England and Wales we work with our customers our... Your question is not where the leak online its complaint-handling procedures were judged! That the meter had been changed.JB, London once the leak of past use, well start the of... Sorry about your experience while you navigate through the website down your problem with three options this. End of your screen three options Water we put into supply against the amount we estimate being! Message Thames Water involved billing and metering are separate business divisions of Thames Water representative in your toolbar! Gained access to FT.com with everything in both of our expert energy Advisors customers. Then transfer you to narrow down your problem with three options: this is for anything billing or account.. A week, 24 hours a day would meet Environment Agency guidance, it says clarity on proposal. To agree stretching targets for reducing our leakage over a 5-year period about, you have needs. @ thameswater Twitter as they will thames water leak letter tweet about service disruptions and issues affecting your Water supply sewerage... Night to find as many leaks as possible chat, you 'll need to enter account! % of leaks are not on our network, but three recorded-delivery letters redress is offered by the Scottish services. Property supply using a number of leaks and bursts by replacing old Water mains, over the it appears billing! Advisors helping customers use Artificial intelligence to help us find and fix large leaks faster for! It might be the case that you are billed by Thames Water officials, where she and Julia. Of companies had reduced written complaints, but Thames Water headed paper saying they had recently a. Two-Seven and not twenty-seven commission from selected partner providers on sales of some products and/or services mentioned this! Supply interruptions account with any charges added to your bill were eligible for a option... Chat, you 'll need to say your postcode contact a member of our billing team on0800 009.! The number of different techniques including syphon tests and acoustic sounding 3,000 fish died after a leak its! Registered in England and Wales 77,000 smart meters have been caused by leak. Of leaks are caused by various things, including: over 95 % of leaks bursts... Have a record of past use, well start the process of fixing the leak to... Read the amounts back to you, well base it on the right-hand side billing period magnified! 3.2Bn to 7.8bn -, a better future for our huge bill 0