Submit your views online:UseThames Waters online consultation feedback form. Our policies. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . The information we've been given by Thames Water is very vague, and is not particularly informative. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide. Spotting a 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. Find Google Translate and click on Details. But opting out of some of these cookies may have an effect on your browsing experience. Last modified on Sat 27 Feb 2021 00.14 EST. 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 . Make sure youre using Chrome as your browser. 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. Munira is seeking clarity on the impact topping up rivers with effluent will have on phosphate levels and other factors, such as anti-microbials. Option 2 is when your question is not about billing. Initially you should always get in contact with the Thames Water complaints department with your issue. Its an independent body set up to represent claims and complaints on your behalf. You can also read our guide onfixing a leak at your property. This email is confidential and is intended only for the use of the person it was sent to. 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. or You can select which ones you want to be displayed on your browser toolbar. I sent this to Thames Water, but a bill for 1,016 was the only response. 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. Leaks are caused by various things, including: Over 95% of leaks are never seen by customers. 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. 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 recognise that we have more to do on written complaints as indicated by CCWs recent report.. The number of written complaints received by the firm has increased from 6,259 in 2017/18 to 9,131 in 2021/22. Sudden heavy traffic causing movement in the ground; Temperature changes, which cause pipes to swell and shrink; High pressure or sudden changes in pressure; and. Click here. CCW London & South East Thames Water Home; About us; Developer services; Wholesale; Register; . 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. 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. Chat with us. They can make a final decision which we have to act on. Your plight remains a mystery. The associated costs are also the responsibility of the property owner. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. 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. Again, you will need to enter your Thames Water account number. 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. 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. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. Dont miss our exclusive Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. Learn about other ways you can get in touch with us if you have accessibility needs. Thames Water suffers surge in written complaints. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. Sun 16 Oct 2022 04.00 EDT. We also use Artificial intelligence to help us find and fix large leaks faster. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. The River Thames is woven into the fabric of our community and must be protected. The new meter might have made a difference if Thames Water hadnt then messed up. 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. Southern Water. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. You will have three options: This is for anything billing or account related. We have step-by-step instructions on how to navigate the Thames Water phone number robot. This will show you a list of your Chrome extensions. Email your.problems@observer.co.uk. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. This website uses cookies to improve your experience while you navigate through the website. If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you. We are currently fixing more than 1,000 leaks per week across our network meaning that, on average we are fixing a leak every 10 minutes, 24 hours a day. You can also send us an email and we'll be in touch within 10 working days. 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. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. 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 . To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. Birmingham Latest in your area. Reply. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. [] The starting position is the baseline leakage level. Last reviewed: 30.5.2011 - 10.51pm. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. How to report damp and mould. Select More tools. You can learn more about how were tackling leaks in our leakage performance report. Save water at home; . My complaint about the escalation was not addressed. Of course you can! Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. If somethings gone wrong, we want to put it right. endstream endobj 386 0 obj <. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. Please help us to help you by getting your leak fixed. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. Theyre often small, underground and hard to find. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. This is a 24-hour automated line. If youre on a mobile device, Facebook Messenger will open. 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. Attend the next public meeting:Friday 3 March York House. Peng Zhang. The Thames Water complaints email is: [emailprotected]. In Scotland redress is offered by the Scottish Public Services Ombudsman. Next, you need to enter the pence you want to pay, then press the # key. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Date of experience: February 14, 2023 It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. 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). More than two-thirds (25,993) of the written complaint about Thames Water involved billing and charges. The government banned electrical earthing using water supply pipes in 1966. It also received more than 14,000 complaints about water supply and sewerage service. 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). Worried about your bill? It will then transfer you to a Thames Water representative. Then select Extensions. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . London. Concerns over the impact of chemical pollution from the treated sewage, including harm from forever chemicals, has angered river users. 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. 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. 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. 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 also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. 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