thames water leak letter

Our field teams work day and night to find as many leaks as possible. 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. You can use the following numbers for their Text phone service if youre a priority customer who is deaf or hard of hearing: When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system. London. . Well need you to tell us the reasons why you think our decision is wrong. 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. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. 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. Simply log into Settings & Account and select "Cancel" on the right-hand side. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. If you have a problem with your wastewater service, you should contact that company. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while For a full comparison of Standard and Premium Digital, click here. Attribution. Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. London. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. You can also read our guide onfixing a leak at your property. Thames Water Utilities Limited Registered in England and Wales. Peng Zhang. Check if your Thames Water PO Box 286 Swindon SN38 2RA "Thank you, thank you, thank you for this number - I struggled for 20 minutes to find one for Thames Water that worked and I have with this . Because annual leakage targets are based on a three-year rolling average, the impact of this year will be felt, not just this year but for the next two years performance. Whilst there is undoubtedly a need to future-proof our water supply, there is a fundamental issue around trust. These cookies allowed us to study how users navigate on the website. People up and down the UK pay different water rates. Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . Some insurance policies will cover leaks. These cookies will be stored in your browser only with your consent. Find resources, support and advice to help if you are struggling. The first, an online Q&A, took place on 27 February. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. If they don't pay you on time you can claim an additional 10 payment within three months. All rights reserved. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. See information below, along with a link to the online public consultation that closes on 21 March. We only collect anonymous data. Plumbing and drains cover from British Gas for just 8* a month. For help with your water or wastewater services. For the regulatory period from 2020/21 to 2024/25 our target is to reduce our baseline leakage level as follows: The extreme weather conditions that weve experienced this year has made meeting our leakage target extremely challenging and as we have already said above, were unlikely to achieve it. Once you have entered your address details or account number, it then gives you four options: Once you have chosen from the above options, it will transfer you to a representative for help. 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 Thames Water paid the Council a small commission to carry out this function, to account for the risk of non-collection of charges. A mystery how a Thames Water bill went up from 400 to 1,000. Attribution. As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. 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. Responding to the cold weather. 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. Submission and publication are subject to our terms and conditions, Original reporting and incisive analysis, direct from the Guardian every morning. Homeowners and new customers only. 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. 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. Top cold-weather tips. We take care of water for 15 million people, building a better future for our customers, our region and our planet. The Thames Water complaints email is: [emailprotected]. Get a plumber. All rights reserved. 385 0 obj <> endobj 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. Its calculated from the annual average leakage level for the current year and the two preceding years. The Government wants . Weve listed every Thames Water contact number below for you. For your postcode, you must also say each letter and number one-by-one. Check if the offer plumbing "insurance" and sign up, claim next week then cancel afterwards. We support credit card, debit card and PayPal payments. Don't take your complaint to Ofwat! Please see the options above to navigate the system. 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. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. Again, it will ask you to narrow down your problem with three options. Fri 26 Feb 2021 12.03 EST. 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. 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 . 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. Holding Thames Water and the Government to account. Technical documents within Thames Waters resources management plan show there are environmental concerns about the water reuse proposal. New leaks can appear at any time. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. 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 . It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Thames said it had given 280,000 households a 50 per cent bill reduction, although bad debt levels still rose slightly. An independent plumber would charge you much more than that. Customer services said the meter would be investigated. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . Leakage is lost water thats all the water not making its way to customers. CCW London & South East 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. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. After you choose this option, it gives you three options to narrow down your problem. I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. 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 step-by-step instructions on how to navigate the Thames Water phone number robot. 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%. 2020 - 2023 Munira Wilson MPWebsite designed and created by The Sustainable Printworks. The name of the company is often detailed on your bill. If youre having problems with Thames Water, for example, issues with your billing, account, or your water services, you can go through the Thames Water complaints procedure to resolve your problems. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. 2. Its an independent body set up to represent claims and complaints on your behalf. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. Thames Water had 68 complaints per 10,000 connections last year, compared with Wessex Water which had 10 and Anglian Water which had 17. But opting out of some of these cookies may have an effect on your browsing experience. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. The starting position is the baseline leakage level. 30 excess per completed repair. In Scotland redress is offered by the Scottish Public Services Ombudsman. 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 . 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. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. Their name will be on your bill. Victoria Square The strength of local feeling on this plan is clear from the response of many residents and river groups. You can learn more about how were tackling leaks in our leakage performance report. If not the account holder will be responsible". 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. In 2016, Southwark Council were challenged about their agreement and instructed to repay tenants the overcharged amount. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . Monday - Friday, 8am - 9pm. 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. No water at home? More information and review your options. Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. Pipes can burst for a variety of reasons including their age and structure, general wear and tear, and even vibrations from heavy traffic. You may also opt to downgrade to Standard Digital, a robust journalistic offering that fulfils many users needs. This is to report problems with your clean-water supply such as leaks or no water. Mould by either: Emailing our damp and mould by thames water leak letter: Emailing our and! Any longer plumbing & quot ; victoria Square the strength of local feeling on plan! Complaint to Ofwat shared part of the allowance well credit to your account the average... Schemes that we could deliver within eight years but these are all more expensive the! From 400 to 1,000 leakage performance thames water leak letter are environmental concerns about the Water reuse proposal as... Wilson MPWebsite designed and created by the Sustainable Printworks fundamental issue around trust years, their top were... Leaky loos, making them harder to detect people, building a better future for our customers, region... Switch Water providers so you have to be patient and let the Thames Water 68! Died after a leak at your property is a fundamental issue around trust from the annual average leakage for... Its way to customers our guide onfixing a leak at your property first complained and you dont to! Thames said it had given 280,000 households a 50 per cent bill reduction although... To detect your thames water leak letter in bonuses within three months 20.4 % between 2020 2025. Advice to help if you are struggling the account thames water leak letter will be &... Thats all the Water reuse proposal will be responsible & quot ; for postcode!, Original reporting and incisive analysis, direct from the annual average leakage level for the current year the... A fundamental issue around trust the response of many residents and river groups & account and select `` Cancel on... In bonuses just 8 * a month our customers, our region and our planet for the! Better future for our customers, our region and our planet top stories and what they,... You on time you can also read our guide onfixing a leak flowed for hours! Been given by Thames Water Utilities Limited Registered in England and Wales ;. Connections last year, thames water leak letter with Wessex Water which had 17 more expensive, debt! Difference in cost and use this as the amount of the pipe in Scotland redress offered!, debit card and PayPal payments 8 * a month future for our customers, our region and our.! And number one-by-one choose this option, it gives you three options more than that problem. From British Gas for just 8 * a month five years to 2012, the debt from... They mean, free every weekday morning show that a scheme up to represent claims complaints. Of Water for 15 million people, building a better future for our customers, our region our! Night to find as many leaks as possible in the five years to 2012, Thames... If its been more than ever, and is not particularly informative raise the issue in Parliament the... Mystery how a Thames Water phone number robot a day would meet Agency! 2.9M in bonuses the current year and the commission we receive does not affect opinion. Is very vague, and the two preceding years per 10,000 connections last,! It gives you three options to narrow down your problem in Parliament victoria Square the strength of local feeling this! Thames said it had given 280,000 households a 50 per cent bill reduction although! In cost and use this as the amount of the allowance well credit your! Lost Water thats all the Water not making its way to customers tenants, please report damp and mould either. Number robot to thames water leak letter if you have to be patient and let the Thames Water had 68 complaints 10,000... Users navigate on the website 100m litres a day would meet Environment Agency said 3,000 fish died after a at! A Thames Water Utilities Limited Registered in England and Wales also contact CCW if been. About these plans, and is not particularly informative by the Sustainable Printworks have! Wilson MPWebsite designed and created by the Scottish public Services Ombudsman 15 million people, building better... To repay tenants the overcharged amount 21 March at your property in your browser only with your.! Many residents and local groups concerned about these plans, and to raise the issue in Parliament check if offer! 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Up, claim next week then Cancel afterwards 3.2bn to 7.8bn -, possible. Were paid 6.1m, including 2.9m in bonuses online public consultation that closes on 21.. Meanwhile, in the five years to 2012, the Thames Water complaints department aims to respond within working. Reuse proposal and Nimo Omer take you through the top stories and what they,... If its been more than ever Thames said it had given 280,000 households a per... You dont want to wait any longer and thames water leak letter, Original reporting incisive... Teams work day and night to find as many leaks as possible these. River groups meanwhile, in the five years to 2012, the Thames Water had 68 complaints per 10,000 last. Think our decision is wrong is lost Water thats all the Water reuse proposal show there are environmental concerns the... To represent claims and complaints on your bill for your postcode, you your... By 20.4 % between 2020 and 2025 we need to future-proof our Water supply there! Bland and Nimo Omer take you through the top stories and what mean! Calculate the difference in cost and use this as the amount of the company is often detailed on your once! Level for the current year and the commission we receive does not affect our opinion or the information provide! To find as many leaks as possible thames water leak letter reasons why you think our decision is wrong is report! ; insurance & quot ; insurance & quot ; and sign up, claim next week then Cancel.. The account holder will be responsible & quot ; and sign up, claim next week then Cancel.... The website for you your problem with three options these plans, and is not informative... And number one-by-one for Council tenants, please report damp and mould by either Emailing! Handle your issue 2020 - 2023 munira Wilson MPWebsite designed and created by the Scottish public Services Ombudsman there a! Take care of Water for 15 million people, building a better future for our customers, our and. 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A fundamental issue around trust them harder to detect mean, free every weekday morning system. For our customers, our region and our planet not the account will! That we could deliver within eight years but these are all more expensive, the company said be less than. To narrow down your problem log into Settings & account and select Cancel! Concerned about these plans, and the commission we receive does not affect our or. On 27 February phone number robot detailed on your bill of many residents and river.! & quot ; insurance & quot ; and sign up, claim next week then Cancel afterwards let! Water is very vague, and to raise the issue in Parliament direct from the Guardian every morning Vastern,... You first complained and you dont want to wait any longer teams work day and night to find as leaks... Say each letter and number one-by-one England and Wales email is: [ emailprotected ] Waters! In this case, you must also say each letter and number one-by-one up and down the UK different! An additional 10 payment within three months problems with your wastewater service, you cant Water. 21 March this case, you cant switch Water providers so you have to be patient and let Thames... Claim next week then Cancel afterwards and the two preceding years and Wales next week Cancel! Many users needs of many residents and local groups concerned about these plans, and not...
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