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. You can also read our guide onfixing a leak at your property. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. If they cant reach you by telephone, theyll write to you. There could be effects on freshwater and estuarine fish, their migration patterns and the life cycle of macroinvertebrates insects in their nymph and larval stages, which are a key indicator of river health. In regards to continued leaks in the local area Thames Water have carried out repairs at the following locations: Half Moon Lane (small leak near Herne . 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%. The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. A leak detection man from Thames Water knocked on my door yesterday. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. Customer services turned out to be unaware that the meter had been changed.JB, London. Save water. This category only includes cookies that ensures basic functionalities and security features of the website. Necessary cookies are absolutely essential for the website to function properly. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Before privatisation, just like other water companies, Thames Water was relatively debt free. We used to pay 400 but we suspect the cause is a recently installed smart meter. Complete a leak allowance form and return it to us when youve fixed your leak. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. Grimond said no specific tests had been carried out as part of the plans for several persistent organic pollutants or newer pollutants, such as hormones and antibiotics that have been shown to cause irreparable changes in fish, or for forever chemicals, polyfluoroalkyl substances (PFAs). 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. Thames Water admitted the situation does not look good, particularly at a time when a hosepipe ban is still in force, as engineers try to fix the problem. 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. Others also took fire at Thames Water's CEO's salary, coming soon after The Mirror revealed water firm bosses earn over 15million amid concerns over pollution and leaks. The hot and dry summer last year created an unprecedented soil moisture deficit. Not only can water leaks cause serious damage to homes and properties, water is an extremely precious resource. Demand for water also increased across our region during the course of last summer, which meant that we had to pump more water through our pipes which unfortunately led to more leakage. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap My complaint about the escalation was not addressed. 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. Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. 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. 4. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. Concerns over the impact of chemical pollution from the treated sewage, including harm from forever chemicals, has angered river users. To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. 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. 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 . But if youre not happy with the response weve given you, or we havent responded to you within the timescale we promised, you can ask for your complaint to be reviewed. More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. 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. Weve also issued our "Prepare your home for winter"campaign through our website and we have been emailing our customers on Hot tips as the freeze thaws to help minimise customer side leaks. The starting position is the baseline leakage level. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year. Last modified on Sat 27 Feb 2021 00.14 EST. If you are still unhappy or the Thames Water complaints team have not responded within 8 weeks, you can raise your complaint with the Consumer Council of Water (CCW). We have however fixed 46,630 leaks so far this year and prevented 317 Ml/d of leakage. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Thats 1,196 leaks fixed on average each week. 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. You can learn more about how were tackling leaks in our leakage performance report. You will have three options: This is for anything billing or account related. On 19 January, I held an urgent meeting with Thames Water officials. 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 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. 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. How to report damp and mould. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. The Government wants . Instead, I received a letter stating the inspectors visit had identified a leak. Make sure youre using Chrome as your browser. To keep our customers informed we have been running several winter campaigns. This website uses cookies to improve your experience while you navigate through the website. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. However, Ofwat does not deal with complaints about anti-competitive behaviour. We know its not acceptable to be losing so much precious water and weve got a plan to fix it. All rights reserved. We're really sorry about your experience with us. Sun 16 Oct 2022 04.00 EDT. We realise that our performance hasnt been good enough and are determined to improve., Original reporting and incisive analysis, direct from the Guardian every morning. Reply. Environment. All our pipes receive regular maintenance and repairs. 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 . Its an independent body set up to represent claims and complaints on your behalf. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. 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. We'll respond within 10 working days of receiving your written complaint. Write to Thames Water at one of these addresses: For most enquiries about your Thames Water account, you can fill out a form on their website, or from within the My Account section of the Thames Water website. Thames Water has been fined for the second time in a year, with Ofwat imposing a multi-million pound penalty on the group for not doing enough to cut the amount of water leaking from its pipes. Use Option 1 to confirm you are the account holder. 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. Cookies used for marketing and advertising purposes. You can also prevent leaks in your home by being water smart. You can help us find leaks and save water. Monday - Friday, 8am - 9pm. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . 2. Under the Water Industry Act 1991, we had to act to repair the leak in order to save water resources. 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 Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. Thames Water will return 51m and Southern Water will return 28.3m. You only need to complete the form if you've fixed the leak yourself, for example by arranging a plumber or through your home insurance. 30 excess per completed repair. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. These cookies do not store any personal information. 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. The information we've been given by Thames Water is very vague, and is not particularly informative. Dont forget to check your electricity supplys earthing system before fixing your leak. We also use Artificial intelligence to help us find and fix large leaks faster. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. Have you registered for our financial support? We had a similar problem at work (except ours was a 21000.00 bill, up from about 200!!). The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Thames Water will spend over 55million to further help reduce leakage and 200million replacing water mains, over the . The abstracted river water would be replaced by treated effluent from Mogden, one of the biggest sewage plants in the UK. Thames Water has many ways you can get in contact with them. This is the average of the annual average leakage levels for the period covering 2017/18 to 2019/20. Not sure where to start? I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. Simply log into Settings & Account and select "Cancel" on the right-hand side. Munira Wilson MP is the Member of Parliament for Twickenham. London 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. 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. 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. Wait to they take you to court and gain entry to compulsory repair the leak . 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. organisation See information below, along with a link to the online public consultation that closes on 21 March. Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. If you want to find out more, check out our Thames Water Meter guide. Thames Water Utilities Limited Registered in England and Wales. 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.. Oxfordshire hit with low water supply after rise in temperature causes increase in leaks. 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. 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. The name of the company is often detailed on your bill. 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 We offer guidance on how to save water through our water saving tips and onprotecting your pipesin winter to stop them bursting. Hundreds in emergency housing after water leak. 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. You can also check for a leak by following the steps below: If the readings are the same, you don't have a leak. The usage was later found to have been caused by a leak. They recommend you report a water leak or other minor issue via the Thames Water website. Find Google Translate and click on Details. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. If so, your leak may already be covered, so it's worth checking this first. You can find this at the top of your Thames Water bill or statement. For help with your water or wastewater services. A consultation on the proposal runs until 21 March. This email is confidential and is intended only for the use of the person it was sent to. 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