You can reach the CCW on 0300 034 2222. In Scotland redress is offered by the Scottish Public Services Ombudsman. Chat with us. 385 0 obj <> endobj As a general rule, youre responsible for the water supply pipe that runs from the boundary of your property into your home, as well as all your internal pipes and fittings. CEO Sarah Bentley . In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. Thames Water subsequently agreed to hold two additional events. 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. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. 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). 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.. B2 4AJ. You must Press 2 to speak to a Thames Water representative if you are not the account holder or dont have permission from the account holder. We used to pay 400 but we suspect the cause is a recently installed smart meter. Worried about your bill? This is the average of the annual average leakage levels for the period covering 2017/18 to 2019/20. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. 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 . 2. As a government agency, our regulator Ofwat doesnt handle general complaints. 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. Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. All rights reserved. This is unfortunately the automated system, but here we show you how to navigate through it. Save water at home; . Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. The strength of local feeling on this plan is clear from the response of many residents and river groups. endstream endobj startxref 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. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! 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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. 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. Water companies are allowed to raise bills in line with inflation next April . Then select Extensions. The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. They will damage your pipes and leave leaks then refuse to fix them. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. He is well versed in UK energy and broadband markets and now writes web content for our online visitors. Thames Water Utilities Ltd (Thames Water) has today (22 March) been fined an unprecedented 20,361,140.06 in fines and costs for a series of significant pollution incidents on the River Thames . 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 somethings gone wrong, we want to put it right. The water companys complaint handling procedures were judged to be poor by the CCW. 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. 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. Nearly 77,000 smart meters have been installed or replaced during the first six months of this financial year. 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. Some insurance policies will cover leaks. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. Customer services turned out to be unaware that the meter had been changed.JB, London. Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. 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. 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. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. If you're contacting us about your account, please include your account number. 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. Save water. The usage was later found to have been caused by a leak. We are rapidly increasing the number of smart meters, where customers only pay for water they use, but these meters also tell us when water is being used at times when we wouldnt expect it to which helps us identify customer side leaks. 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. analyse how our Sites are used. 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. Mihma 2 yr. ago. 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. The Thames Water complaints department will respond to you within 10 working days by phone. . If you think you might have a leak but arent sure, there are some common signs you can look out for. Thames Water Utilities Limited Registered in England and Wales. Click on the three vertical dots in the top right corner of the screen. The technician discovered that it was producing inflated readings and that it had been incorrectly installed. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Report a leak. *8 a month for the first year. You now need to enter your credit, or debit card details, to pay. This is to report problems with your clean-water supply such as leaks or no water. General enquiries - 0843 636 6972; Thames Water social media. 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 . You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. Thames Water accused of causing second flooding. 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. 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). Find Google Translate and click on Details. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. Company number: 2366661 Registered in England and Wales Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. During your trial you will have complete digital access to FT.com with everything in both of our Standard Digital and Premium Digital packages. Saturday and Sunday, 9am - 5pm. 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. Oxfordshire hit with low water supply after rise in temperature causes increase in leaks. Analysis of the data released has shown that central London has the largest concentration of leaks. I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. In some areas, we collect wastewater charges on behalf of another company. Twitter also has the choice to write a public tweet. 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. However, Ofwat does not deal with complaints about anti-competitive behaviour. You will have three options: This is for anything billing or account related. 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 email is confidential and is intended only for the use of the person it was sent to. Attribution. The team dug it up, only to discover that is not where the leak . Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. 1st Floor Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. There are some things that you must write to Thames Water about, for example, an official complaint, or sending a cheque to pay your Thames Water bill. The next session is an in-person meeting at York House. Would you like to contact Thames Water by phone? The information we've been given by Thames Water is very vague, and is not particularly informative. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. If youre on a mobile device, Facebook Messenger will open. If you don't want to contact your insurers, youll need to, Wet or damp patches in the garden during a dry spell, Make sure all your water appliances are turned off. 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. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. Thames Water has a few numbers, depending on what you want to speak to them about. Thames Water found itself in warm, er, water this week after a clunky migration effort left customers receiving emails that looked like a particularly sophisticated spear-phishing attack. We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. 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. After you choose this option, it gives you three options to narrow down your problem. Under the Water Industry Act 1991, we had to act to repair the leak in order to save water resources. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. 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. Posted. This is a 24-hour automated line. How to report damp and mould. This option will transfer your call to a Thames Water representative who will help you register for an account. Thames Water contact details/ phone numbers. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. Have a Thames Water related issue that needs to be fixed? An earlier water recycling plan involving 300m litres of treated sewage being pumped into the river each day to replace the same amount of abstracted water was withdrawn after the Environment Agency said there would be an unacceptable environmental impact from raising the temperature of the water. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. 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. endstream endobj 386 0 obj <. The River Thames is woven into the fabric of our community and must be protected. After choosing your option, you will need to say your postcode. 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. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. Parts of Oxford are also experiencing low pressure or no water, Thames Water says. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. 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. London. see below. Customers will be given a year to compare their unmetered bill to how their bill compares with a meter and then they will be on a metered rate. 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