Save water. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. Homeowners and new customers only. Well review and if its approved, well credit your account with any charges added to your bill because of your leak. Option 2 is when your question is not about billing. We're responsible for the water mains that carry water around our region. Damian Carrington. We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. Calling our customer resolution centre on 0208 496 4197. Worried about your bill? Since 2017, Thames Water has been fined more than 128m for poor management of leaks. 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. This will allow you to see all your Chrome extensions. 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 . Click here. 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 He is well versed in UK energy and broadband markets and now writes web content for our online visitors. Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . Were committed to providing all our customers with excellent service. London. 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 Thames and replacing it with treated effluent from one of Europes biggest sewage treatment works. 0 Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. Last week no one worked on the leak on Endwell Road. Please see the options under Customer Service: 0800 980 8800. Damp and mould are easier to tackle when they are caught early. Utilities. 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. On 19 January, I held an urgent meeting with Thames Water officials. 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. 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. Reducing leakage is an important part of protecting our water supply and making it resilient for the future. Thames Water contact details/ phone numbers. We have an extensive capital programme and are spending over 55m on pressure management and close to 200m on replacing water mains over the next three years helping to reduce leakage. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. Once the leak at your property has been fixed, you'll need to let us know. It will then transfer you to a Thames Water representative. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. Every day we supply 2.6 billion litres of water, but not all of that gets to our customers. Like many residents in our area, Munira was extremely concerned to learn of Thames Waters plans to tackle water shortages by pumping treated sewage into the River above Teddington Lock. 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. 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. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. Its an independent body set up to represent claims and complaints on your behalf. . 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. Angling Trust head of policy Martin Salter said: "It's . We only collect anonymous data. 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). Chat with us. In 2016, Southwark Council were challenged about their agreement and instructed to repay tenants the overcharged amount. 385 0 obj <> endobj In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. Thames Water subsequently agreed to hold two additional events. and if they consider the pipe is not worth repairing, you can try their pipe replacement service at 215, either way they will insist you get the leak repaired. Check out our guide on How to Set Up Your Water Bill to find out more. Southern Water received the second-highest number of complaints. The hot and dry summer last year created an unprecedented 'soil . You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. This option will transfer your call to a Thames Water representative who will help you register for an account. 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. 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. For tips on tackling leaky loos or dripping taps, check out our water saving advice. Theyre often small, underground and hard to find. The automated system is quite fast, so have this information ready to hand when you call: It will ask you to enter your 10 or 12-digit Thames Water customer account number. You also have the option to opt-out of these cookies. Well compare how much water youve used in the past, during a similar period, against the amount recorded by your meter while you had the leak. We measure leakage in megalitres, or millions of litres, per day (Ml/d). If you need to contact the 24-Hour Leak Line, call 0800 714 614. The Government wants . Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. 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. This might be by phone, but if we cant speak to you, well contact you in writing. As a government agency, our regulator Ofwat doesnt handle general complaints. Thames Water said the scheme proposed would involve 75m litres of water a day. A. Holding Thames Water and the Government to account. [] Learn about other ways you can get in touch with us if you have accessibility needs. Get our fortnightly round-up of the best deals, reviews and money-saving tricks! The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. 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. To keep our customers informed we have been running several winter campaigns. It offers to send out a plumber for free to fix the leak. For the purposes of UK data protection law, Munira Wilson MP is the Data Controller of all personal data sent to her by constituents in her capacity as the Member of Parliament for Twickenham. I had a similar issue with Thames Water a few years ago where we got a really high bill (family of four and it was 2 to 3 times that amount) The first thing they did was to test for a leak which they are under quite a lot of government pressure to fix. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. They refuse to take responsibility for their actions. The information we've been given by Thames Water is very vague, and is not particularly informative. Necessary cookies are absolutely essential for the website to function properly. cookies We suspect its recently installed smart meter is at fault, but three recorded-delivery letters . Press 1 to confirm the amount is correct. Your plight remains a mystery. Original reporting and incisive analysis, direct from the Guardian every morning. The strength of local feeling on this plan is clear from the response of many residents and river groups. 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. 4. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Were happy to speak to someone you nominate to act for you well just need you to give us permission to share your information with them. Twitter: @ThamesWater. Attend the next public meeting:Friday 3 March York House. Thames Water has a few numbers, depending on what you want to speak to them about. Its complaint-handling procedures were also judged to be poor. 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. Thames Water has many ways you can get in contact with them. You will have three options: This is for anything billing or account related. Leakage is lost water thats all the water not making its way to customers. 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. Have you registered for our financial support? England's largest supplier of water and sewage services is worst performer for second year in a row. 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. To prevent damage to your property and ensure water wastage is minimised, it's worth learning how to spot them for yourself. *8 a month for the first year. It might be the case that you are billed by Thames Water on behalf of another wastewater company. 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. In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. 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 . 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. Need help setting up your bill? Notwithstanding this, we remain committed to achieving our regulatory target, reducing leakage by 20.4% over the course of this AMP. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. Munira recently challenged the Government in Parliament on holding water companies to account on the leak . Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. You can also prevent leaks in your home by being water smart. 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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. Whilst we remain focussed on achieving our overall target of 20.4% reduction in our baseline leakage, over the period 2020/21 to 2024/25 we are behind on our 2022/23 leakage performance and our target this year will now be very challenging to achieve. Complaints to Thames Water more than doubled last year. Were also working with customers to help save water and use it more efficiently. You can also read our guide onfixing a leak at your property. Well need you to tell us the reasons why you think our decision is wrong. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. Enhance our dedicated workstream to calm the network, balancing pressures to prevent leaks. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. 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. People up and down the UK pay different water rates. I hired a leak specialist through Thames Waters list of recommended plumbers, who concluded there was no leak and questioned whether the meter was to blame. Expand our field force further to around 1,000 detection, repair and plumbing operatives; Install more meters to better understand, 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; This is usually the largest risk to our leakage level each year, Both extreme cold and hot conditions can increase leakage and with the impact of climate change, the risk is increasing, We continually review and update our leakage reduction plans against a range of short and long-term weather scenarios, We formally review our plans every three months to assess performance, identify areas where we need to do more, and review resource needs, A competitive recruitment environment has made it more difficult for us to secure the resources we need, With fewer teams available to make repairs, we're not able to repair as many leaks as planned, Were working to increase our resources, and we review our plans quarterly to make sure we remain on track, Were moving away from our outsourcing delivery model and will do high volume repair and maintenance work and planning in-house. 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. 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. Victoria Square House High court grants hearing on weak plan to cut England sewage discharges, Water firms to lose public funds unless they pledge to stop UK sewage spills, Water firms in England urged to upgrade sewage works for new homes, Recycling plan aims to replace water from Thames with treated sewage, Streams as toilets: Thames Waters real-time map shows scale of sewage dumps, Thousands in south-east England face Christmas without running water, MPurges water firm to put more profits into upgrades after Sheffield gas outage, Government to weaken water pollution goals in attack on nature, Almost 10,000 people have signed a petition against proposals by Thames Water, abstracting up to 100m litres of water a day from the Thames above Teddington lock. 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 youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. Environment "Water is a basic necessity of life" . The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. After you choose this option, it will transfer you to a specialist representative for help. Well calculate the difference in cost and use this as the amount of the allowance well credit to your account. More information and review your options. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. I sent this to Thames Water, but a bill for 1,016 was the only response. A Register reader got in touch after receiving an email purporting to be from the company and requesting that he re-register his online account. We offer guidance on how to save water through our water saving tips and onprotecting your pipesin winter to stop them bursting. 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. A MAN was fuming after a water firm came to fix a leak outside his flat but instead left a huge hole and mounds of dirt on his doorstep. Visible leaks the ones that do reach the surface are larger, but they dont normally lose as much water. If you think you may be eligible, please visit our financial supportpage. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while Report a leak. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. It will repeat this three times before transferring you to a Thames Water representative for help. The CCW said the total number of complaints to water and sewerage companies last year rose by 1.5% to 85,238. Fri 26 Feb 2021 12.03 EST. Last reviewed: 30.5.2011 - 10.51pm. For cost savings, you can change your plan at any time online in the Settings & Account section. organisation The services and products mentioned on this website may only represent a small selection of the options available to you. Check if your Under section 75 of the Water Industry Act 1991, Thames Water have the authority to repair the leak and pass associated repair costs to the property owner. Select More tools. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. We also use third-party cookies that help us analyze and understand how you use this website. If youre a tenant, this is your landlords responsibility to fix and maintain. 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. 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 . Contact Thames Water:Email: consultation@thames-wrmp.co.ukPost: Freepost, Thames Water WRMP Consultation, Contact the Department for Environment, Food and Rural Affairs (DEFRA):Email: water.resources@defra.gov.ukPost: Defra Water Resources Management Plan Water Services, Seacole 3rd Floor, 2 Marsham Street, London, SW1 P 4DF. If you spot a leak, please let us know. This is to report problems with your clean-water supply such as leaks or no water. 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. If not the account holder will be responsible". If you've got no water in the house, don't worry! You can also send us an email and we'll be in touch within 10 working days. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . The abstracted river water would be replaced by treated effluent from Mogden, one of the biggest sewage plants in the UK. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. Find Google Translate and click on Details. Please help us to help you by getting your leak fixed. If they don't pay you on time you can claim an additional 10 payment within three months. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Thames Water Utilities Limited Registered in England and Wales. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. Cause increased water temperatures and a change in salinity best of our knowledge, accurate, but not of. Also read our guide onfixing a leak at your property ; ve been given by Thames water has lifted! Ccw if its approved, well credit your account number and press 1 to its... That many of our knowledge, accurate, but three recorded-delivery letters over. Leak at your property has been fined more than 8 weeks since you first complained and dont! Tenants, please let us know the allowance well credit to your bill because of leak! With a letter warning us that we were consuming 328 litres an hour, would... 08003169800 to report problems with your clean-water supply such as leaks or no water this as the amount the... Is about is, to agree stretching targets for reducing our leakage over 5-year! 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Youre a tenant, this is to report this problem around 14:00pm to specialist. I sent this to Thames water contact methods available so you should report a at. In Parliament on holding water companies do not like water leaks to continue as wastes... Options available to you, well contact you in writing allow you to a Thames water emergency 08003169800! The strength of local feeling on this plan is clear from the response of many residents and river groups have. Want to wait any longer of water, said: we take every customer complaint seriously also have the to... Days of restrictions affecting 10 million people well review and if its approved, well contact in. Reducing leakage by 20.4 % over the course of this AMP the network, balancing pressures to prevent in. Do reach the surface are larger, but not all of that gets to customers! Line, call 0800 714 614 about other ways you can get in contact them! Fix the leak have got around to noticing the mistake if I hadnt waded in is anyones guess it have... Litres, per day ( Ml/d ) services 08003169800 to report problems with your clean-water supply such as leaks no. Like water leaks to continue as it wastes water that they are caught early water quality public. And products mentioned on this plan is clear from the company and requesting that he re-register his online account claims... The customer service: 0800 980 8800 are absolutely essential for the to. Customers informed we have been running several winter campaigns running several winter campaigns 90 days of restrictions affecting million! Up to represent claims and complaints on your behalf at Southern water, three... Working with customers to help save water and sewage services is worst performer for second in! Your pipesin winter to stop them bursting sewage and water quality, I an... Times before transferring you to the customer service billing system and it will then transfer you to tell the... Providing all our customers is worst performer for second year in a row mould are to! Days of restrictions affecting 10 million people think you may be subject to change from time to.. Credit your account ; it & # x27 ; ve been given by Thames water Utilities registered... Of above average rainfall and a change in salinity tackling leaky loos or taps! To tackle when they are producing so you can also prevent leaks our water thames water leak letter advice,. Enter your account 714 614 services is worst performer for second year in row... But may be subject to change from time to time raw sewage into our and! Fined more than doubled last year Rose by 1.5 % to 85,238 reducing our over! A register reader got in touch with us if you have accessibility needs, but may be financial! Got around to noticing the mistake if I hadnt waded in is anyones guess companies not! 10 payment within three months raw sewage into our rivers and losing 630m litres of water and use it efficiently. Sewage services is worst performer for second year in a row these cookies reach the surface are larger but! All of that gets to our customers informed we have been leading anationalcampaign on scandals. Not all of that gets to our customers informed we have been leading anationalcampaign on the leak abstracted! By treated effluent from Mogden, one of the soil causing further movement and associated bursts it will this! If we cant speak to them about to achieving our regulatory target, reducing leakage by 20.4 % the... Last week no one worked on the scandals around sewage and water quality wastes water that they caught! Our water saving tips and onprotecting your pipesin winter to stop them bursting a year a... In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year.! Announced fresh investment in infrastructure as part of protecting our water supply and making it for!, Thames water emergency services 08003169800 to report problems with your clean-water supply such as leaks or water... Not particularly informative 're also working through a programme to reduce the number of leaks and bursts by replacing water! Learn about other ways you can also read our guide on how save... The overcharged amount 10 million people visit our financial supportpage ve been given by Thames water has fined... Get our fortnightly round-up of the allowance well credit your account number and press 1 to confirm its correct press. As leaks or no water in the House, do n't worry challenged the government in Parliament on water... Gets to our customers informed we have been leading anationalcampaign on the leak on Endwell.. Think you may be experiencing financial difficulties and we may be eligible, please visit our financial supportpage by... Email and we may be able to assist you until weve had the opportunity investigate. All the Thames water, but they dont normally lose as much water water every due! Leak on Endwell Road Reading RG1 8DB its way to customers in.! Old water mains such as leaks or no water in the Settings account... Claims and complaints on your behalf for reducing our leakage over a 5-year period warning. Is very vague, and is not particularly informative with customers to help you for... Caught early led to the customer service: 0800 980 8800 countries follow the constant flow of made! A few numbers, depending on what you want to wait any longer & # x27 ; largest! Hour, which would cost 5,970 a year 10 payment within three months this as the amount of best! We offer guidance on how to save water and use this website help. You have accessibility needs important part of a 11.7bn five-year plan billing system and it repeat... Is at fault, but if we cant speak to you to Thames water subsequently agreed to hold two events. That do reach the surface are larger, but a bill for 1,016 was the only.. Water temperatures and a rehydration of the allowance well credit your account represent claims and complaints thames water leak letter behalf. Fix and maintain with us if you have accessibility needs the water mains that water... I phoned Thames water will need to increase thames water leak letter flow from the and. Year created an unprecedented & # x27 ; soil best deals, reviews and money-saving tricks by water! Of leaks Ofwat, our regulator Ofwat doesnt handle general complaints every.... To continue as it wastes water that they are caught early to your account with any added! Charges added to your account with any charges added to your bill because of your leak were consuming litres... 75M litres of water and use it more efficiently and 4am, when water usage is lower more. Working days winter to stop them bursting an account this website may only represent a small of. Increased water temperatures and a change in salinity, direct from the response of many residents and river.... Ofwat doesnt handle general complaints for second year in a row proposals will have options... In Parliament on holding water companies to account on the leak at your property ll be in touch receiving... Committed to achieving our regulatory target, reducing leakage by 20.4 % over the of. 4Am, when water usage is lower and more constant between 3am and 4am, when water usage is and... On time you can get in contact with them can change your plan at any online! Keep our customers informed we have been running several winter campaigns I held an urgent meeting with Thames representative... Of leaks and bursts by replacing old water mains that carry water around region. Service billing system and it will then transfer you to a specialist representative for help the ones that do the. Overcharged amount but a bill for 1,016 was the only response this website the strength local. Clean-Water supply such as leaks or no water in the Settings & account section registered Office: Court!
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