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 . 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.. Thames Water is the subject of an investigation by the regulator Ofwat into what it says are shocking failures in the way that most water companies run their waste treatment works. 30 excess per completed repair. tracking emerging trends and opportunities in the future of energy. Top cold-weather tips. 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. Dont miss our exclusive Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. organisation 2. The temporary use ban was brought in on August 24, less than a month after the UK . We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. 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. Munira Wilson, the Liberal Democrat MP for Twickenham, said: These plans are necessary because Thames Water has failed to fix leaks losing them a quarter of their precious daily supply, all whilst handing out millions in bonuses to their chief executives. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. 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. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . Need the Thames Water contact number? "The homeowner is responsible for any internal leakage at the property and if we have the account registered in his/her name. 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. You can also send us an email and we'll be in touch within 10 working days. You should contact Thames Water straight away on 0800 980 8800 to get the meter fixed. 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 . Again, it will ask you to narrow down your problem with three options. Our year-to-date leakage from April this year to the end of December was 620.7 Ml/d against a year-to-date target of 512.0 Ml/d. All our pipes receive regular maintenance and repairs. Report a leak. 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. At this point, well no longer be able to cover all the costs of the leak on your bill. Tue 28 Feb 2023 06.51 EST. Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. It was agreed that the meter would be changed. The first, an online Q&A, took place on 27 February. Much of this water leaks from ageing pipes or pipes that have been damaged as a result of the exceptionally hot summer and/or the freeze thaw events we experienced in 2022 but sometimes were just not as good as we should be in understanding how much water customers are using. We know its not acceptable to be losing so much precious water and weve got a plan to fix it. To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. By continuing to browse, you accept the use of cookies. 385 0 obj <> endobj Next, you need to enter the pence you want to pay, then press the # key. After you choose this option, it gives you three options to narrow down your problem. 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. This is unfortunately the automated system, but here we show you how to navigate through it. If you think you may be eligible, please visit our financial supportpage. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. analyse how our Sites are used. The services and products mentioned on this website may only represent a small selection of the options available to you. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. 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. Burst water mains and leaking pipes. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. Thames Water will return 51m and Southern Water will return 28.3m. Check if the offer plumbing "insurance" and sign up, claim next week then cancel afterwards. For a full comparison of Standard and Premium Digital, click here. Theres more information on how were working with customers to reduce leakage below. How to detect a water leak in your house. If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you. We'll respond within 10 working days of receiving your written complaint. We've 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%. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. 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 . These cookies will be stored in your browser only with your consent. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen. %%EOF Sometimes it may take us longer to sort everything out, but well always work with you to resolve your complaint within eight weeks if theres ever a delay, well let you know why, when itll be resolved and when well contact you again. university If somethings gone wrong, we want to put it right. 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. 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. After you wrote to Questions of Cash - and despite a promise to us by Thames Water that the matter would be dealt with urgently - your mother received a letter demanding immediate payment . Over the period 2003-2011 this figure rose from 55% to 82%. We have also recently launched our Prepare your home for winter campaign. Thames Water Utilities Limited Registered in England and Wales. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. 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. The system will repeat that you need to enter your account number. 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 . Two of our largest risks to us meeting our target are weather and a challenging recruitment environment. 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. Again, you will need to enter your Thames Water account number. The River Thames is woven into the fabric of our community and must be protected. This will allow you to see all your Chrome extensions. On this page you will see a phone number in the same 0800 range (0800 009 3652) and very likely that they have control of a portion of those numbers. "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . 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. A mystery how a Thames Water bill went up from 400 to 1,000. We also use third-party cookies that help us analyze and understand how you use this website. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. Southern Water. It will repeat the amount back to you. 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. 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. 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 doubling since 2017. Complete a leak allowance form and return it to us when youve fixed your leak. Reply. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. Its not going to be quick, but were making progress. You can detect a water leak in your house, even if you can't see any water by: Checking your water usage regularly so you can see any sudden increases that you can't account for (having visitors, for example, or watering the garden more in hot weather), which could be a sign of a leak. 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. To add to this, we then experienced very cold conditions in December which was followed by a rapid increase in temperatures, 15 degrees in less than 24hrs, and a very quick thaw. Have you registered for our financial support? The area covered by Thames Water has a population of 15 million, that comprise 27% of the UK . Not sure where to start? Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. %PDF-1.5 % General enquiries - 0843 636 6972; Thames Water social media. Once weve identified a leak or its been reported to us, well start the process of fixing it. If you have a complaint, please always call us if you possibly can. Last modified on Sat 27 Feb 2021 00.14 EST. There is no leak at my property that I know of. Thames Water generally instals smart water meters that send your water meter reading automatically over a wireless network. Learn about other ways you can get in touch with us if you have accessibility needs. Thames Water was recently guilty of one of the most egregious lapses. . The new meter might have made a difference if Thames Water hadnt then messed up. You can reach the CCW on 0300 034 2222. If youre on a mobile device, Facebook Messenger will open. Thames Water's Head of Water Networks . 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. 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. Well need you to tell us the reasons why you think our decision is wrong. 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. This is for reporting problems with your wastewater or a problem outside your property, such as with a blocked drain. Latest in your area. In 1990/91, Thames Water's leveraged debt was just 7%. Read more about ourwider plans to look after water. 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. If you're contacting us about your account, please include your account number. It might be tempting to raise your Thames Water complaints about your water supplier with the water regulator, Ofwat. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. The associated costs are also the responsibility of the property owner. If you have a problem with your wastewater service, you should contact that company. If you spot a leak, please let us know. 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. In the first instance, please give us a call and well see if we can resolve your concerns there and then. Sandra Laville. We measure leakage in megalitres, or millions of litres, per day (Ml/d). This website uses cookies to improve your experience. Thames Water Utilities Limited Registered in England and Wales. 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. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap Water industry news - Thames Water is to transfer all its business customers in England and Scotland to Castle Water based in Scotland. Twitter: @ThamesWater. [] Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . Will repeat that you need to enter your account number covered by Thames Water has a population 15. With us if you 're contacting us about your Water supplier with the Water,. Went up from 400 to 1,000 a complaint, please let us know Water regulator Ofwat! 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