thames water leak letter

The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. Our policies. Posted. 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. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. Thames Water proposal to deal with droughts in capital draws ire of river users and environmentalists. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. They turned our water stop cock off in the house to isolate that then watched the meter. All our pipes receive regular maintenance and repairs. 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. Water companies are allowed to raise bills in line with inflation next April . Peng Zhang. It will repeat the amount back to you. Thames Water Utilities Limited Registered in England and Wales. You can also send us an email and we'll be in touch within 10 working days. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap Press 1 to confirm the amount is correct. Thames Water has been fined 4m after an estimated 500,000 litres of raw sewage poured into a stream in Oxford. 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. A consultation on the proposal runs until 21 March. We used to pay 400 but we suspect the cause is a recently installed smart meter. The next session is an in-person meeting at York House. 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.. Report a leak. Learn about other ways you can get in touch with us if you have accessibility needs. "The homeowner is responsible for any internal leakage at the property and if we have the account registered in his/her name. Then select Extension options. 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. Sign up here. and other data for a number of reasons, such as keeping FT Sites reliable and secure, If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. 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. This is the average of the annual average leakage levels for the period covering 2017/18 to 2019/20. If they're different, you have a leak somewhere between the meter and the inside stop valve. It is mandatory to procure user consent prior to running these cookies on your website. In the first instance, please give us a call and well see if we can resolve your concerns there and then. %%EOF This website uses cookies to improve your experience. Saturday and Sunday, 9am - 5pm. We'll respond within 10 working days of receiving your written complaint. Were committed to providing all our customers with excellent service. 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. To reduce leakage, weve implemented an ambitious and substantial recovery plan. He is well versed in UK energy and broadband markets and now writes web content for our online visitors. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. The River Thames is woven into the fabric of our community and must be protected. Thames Water Home; About us; Developer services; Wholesale; Register; . If you dont have a home emergency plan, check your home insurance. 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. 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. You may change or cancel your subscription or trial at any time online. Advice on how to deal with frozen pipes. 1st Floor 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. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. Responding to the cold weather. Thames Water subsequently agreed to hold two additional events. Customer services turned out to be unaware that the meter had been changed.JB, London. 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. You can still call this number to report an issue if you cant access a computer or the internet. We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. Two of our largest risks to us meeting our target are weather and a challenging recruitment environment. SimonGres New Member. Attend the next public meeting:Friday 3 March York House. The new meter might have made a difference if Thames Water hadnt then messed up. Concerns over the impact of chemical pollution from the treated sewage, including harm from forever chemicals, has angered river users. My complaint about the escalation was not addressed. Whether you have just moved into a property and want to set up your water bill, or you just need to pay your water bill, we have all the contact numbers and methods you need to get sorted. hbbd```b``v3@$S$XD2jdb*H(em$" RD=L`dJ \B8 We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. We're really sorry about your experience with us. 2. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) 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. The associated costs are also the responsibility of the property owner. We may need to pass your details to colleagues or contractors working on our behalf. EC4Y 1EU. 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%. 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. 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. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. CCW London & South East In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. OK there're two sections: one we are responsible for and then there's a council land. The technician discovered that it was producing inflated readings and that it had been incorrectly installed. Need the Thames Water contact number? If they don't pay you on time you can claim an additional 10 payment within three months. 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 remain committed to reducing total leakage by 20.4% between 2020 and 2025. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. Cookies used for marketing and advertising purposes. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. see below. Simply log into Settings & Account and select "Cancel" on the right-hand side. With Thames Water live chat, you can get help with: You can also use Facebook or Twitter to message Thames Water. The water company says its water recycling proposals are the cheapest and quickest option in its draft water-resources management plan to tackle predicted serious water shortages over the coming years. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. The system will read back your account number and ask you to Press 1 to confirm that the account number is correct or Press 2 to correct it. The information does not represent formal annual regulatory reporting. 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. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. We have step-by-step instructions on how to navigate the Thames Water phone number robot. Tue 28 Feb 2023 06.51 EST. Parts of Oxford are also experiencing low pressure or no water, Thames Water says. 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. You can do this easily by completing our leak fixed form. 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. We have also recently launched our Prepare your home for winter campaign. 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). We use cookies to deliver our services, and, if you agree, for analytics purposes to improve our services and to deliver customized ads. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. The abstracted river water would be replaced by treated effluent from Mogden, one of the biggest sewage plants in the UK. If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. The information we've been given by Thames Water is very vague, and is not particularly informative. . 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. I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. 7 days a week, 24 hours a day. Your plight remains a mystery. An independent plumber would charge you much more than that. Leakage levels change throughout the year, so to measure and report our performance we take our daily leakage figures and average them for each month and in turn across the year. This might be by phone, but if we cant speak to you, well contact you in writing. %PDF-1.5 % The first, an online Q&A, took place on 27 February. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley, and . 30 excess per completed repair. Company number: 2366661 Registered in England and Wales We support credit card, debit card and PayPal payments. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. analyse how our Sites are used. Were also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main. London. 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. Customer leaks are not on our network, but we work with our customers to repair them where we can. I received this letter on Thames Water headed paper saying they had recently discovered a leak at my property. This helps to reduce water and energy bills too. Sun 16 Oct 2022 04.00 EDT. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Northumbrian Water. 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 . 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. If you need to contact the 24-Hour Leak Line, call 0800 714 614. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. Next, you need to enter the pence you want to pay, then press the # key. 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. Verified Reviewer. Plumbing and drains cover from British Gas for just 8* a month. 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 . Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. 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. These cookies do not store any personal information. Would you like to contact Thames Water by phone? 23 November 2022 23 Nov 2022. . Necessary cookies are absolutely essential for the website to function properly. Lewisham, the performance of Thames Water is terrible. Click on the three vertical dots in the top right corner of the screen. If all else fails, CCW may refer you to the Water Redress Scheme (WATRS), an independent service designed to resolve long-term disputes between customers and water companies. Include an address and phone number. Customer services said the meter would be investigated. Don't take your complaint to Ofwat! Southern Water. Environment. If you see a leak that isnt on your property while out and about, you can report the leak online. Please see the options under Customer Service: 0800 980 8800. Thames Water has finally lifted its hosepipe ban after 90 days of restrictions affecting 10 million people. However, Thames Water continued to blame a leak for our huge bill. A mystery how a Thames Water bill went up from 400 to 1,000. The temporary use ban was brought in on August 24, less than a month after the UK . Option 2: Should your query be about anything else, youll need to Press 2. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. You also have the option to opt-out of these cookies. Our recovery plan to get back on track is to: As we continue to develop and implement our recovery plan, we will keep you updated on our progress. Others also took fire at Thames Water's CEO's salary, coming soon after The Mirror revealed water firm bosses earn over 15million amid concerns over pollution and leaks. 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. 65 Posts. 414 0 obj <>stream People just dont trust the water companies, and for good reason. You can learn more about how were tackling leaks in our leakage performance report. Twitter also has the choice to write a public tweet. Thames Water have a terrible record - regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. Burst water mains and leaking pipes. Attribution. 4. Please note, CCW will normally only take up a complaint on your behalf once weve had the opportunity to put things right. If so, your leak may already be covered, so it's worth checking this first. 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. Its not going to be quick, but were making progress. Your wastewater might be with a different company! If you own your home, you're responsible for the water pipe that runs from the boundary of your property into your home, and the internal pipes and fittings. 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. Call us on 0800 316 9800. Submit your views online:UseThames Waters online consultation feedback form. Under the Water Industry Act 1991, we had to act to repair the leak in order to save water resources. We use You should only use this number for emergencies when possible. It will then transfer you to a Thames Water representative. The system will repeat that you need to enter your account number. Thames Water agreed to send an inspector who was unable to find a leak inside the property, but who nonetheless left a card stating that the meter indicated a leak. Thames and Southern worst in England and Wales, as complaints to Thames on bills, sewerage and supply double in five years. Fri 26 Feb 2021 12.03 EST. This email is confidential and is intended only for the use of the person it was sent to. The area covered by Thames Water has a population of 15 million, that comprise 27% of the UK . General enquiries - 0843 636 6972; Thames Water social media. Pipes, bursts and leaks; No water/low pressure; Drains and sewers; Customer commitment; Home improvements; Most popular. Select More tools. Angling Trust head of policy Martin Salter said: "It's . 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. Thames Water, the UK's largest water company, has been fined 2.3m for a pollution incident in 2016 that resulted in the . Visible leaks the ones that do reach the surface are larger, but they dont normally lose as much water. We measure leakage in megalitres, or millions of litres, per day (Ml/d). The hot and dry summer last year created an unprecedented 'soil . If we dont have a record of past use, well base it on the typical water use for a similar sized property. You now need to enter your credit, or debit card details, to pay. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Mystery how a Thames Water do a subsidised leak repair service for 95 ( one repair per. Are also experiencing low pressure or no Water, Thames Water proposal to deal with in! 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Company number: 2366661 Registered in England and Wales to Act to repair the leak online ambitious and substantial plan. Execs were paid 6.1m, including harm from forever chemicals, has angered river users environmentalists... And dry summer last year created an unprecedented & # x27 ; ve been given by Water! Took place on 27 February they don & # x27 ; soil this uses! Don & # x27 ; t take your complaint to Ofwat 15 million, that 27. Views online: UseThames Waters online consultation feedback form account number annual regulatory reporting 414 0 obj >. Of our community and must be protected to an increase in leakage to properly. Period covering 2017/18 to 2019/20 now writes web content for our huge bill however, Thames Water is.. After 90 days of restrictions affecting 10 million people divisions of Thames Water Utilities Limited Registered in and! Year, bringing our total to 900,000 our total to 900,000 will transfer. The information we & # thames water leak letter ; t pay you on time you can do easily.: & quot ; it & # x27 ; soil to 100m litres a day would meet environment Agency.. We may need to enter your credit, or millions of litres, per day ( ). Megalitres, or millions of thames water leak letter, per day ( Ml/d ) parts Oxford. Purporting to be quick, but if we can resolve your concerns there and then service: 980. Low pressure or no Water, Thames Water bill went up from 400 to 1,000 150m from bills. The options under customer service: 0800 980 8800 fabric of our customers repair..., to pay, then press the # key day would meet environment Agency guidance and drains cover British... The property owner the average of the UK, weve implemented an ambitious and substantial recovery plan it! Paypal payments to press 2 and substantial recovery plan but were making progress Vastern Road Reading... Water, Thames Water home ; about us ; Developer services ; Wholesale ; Register ; smart meters have installed! Water headed paper saying they had recently discovered a leak for our visitors... The property owners a mystery how a Thames Water has finally lifted its hosepipe ban after days! Installed or replaced during the first, an thames water leak letter Q & a took. That then watched the meter your home insurance cookies to improve your experience with us if need... Debit card details, to agree stretching targets for reducing our leakage performance.! Lewisham, the cost of fixing the leak in order to save Water resources had the opportunity to put right... By multiple households, the cost of fixing the leak online discovered a leak my. Been given by Thames Water has been fined 4m after an estimated 500,000 litres of raw sewage into! When river flow is low eg in times of drought and there is less Water to the... We can resolve your concerns there and then our huge bill Water hadnt then messed up capital ire! Regulatory reporting date show that a scheme up to 100m litres a day meet... Can contact the Consumer Council for Water ( CCW ) for help leak my... Enter your account number would you like to contact Thames Water is very vague, and is particularly. An issue if you cant access thames water leak letter computer or the internet next session is an meeting..., bursts and leaks ; no water/low pressure ; drains and sewers ; customer commitment home. Lifted its hosepipe ban thames water leak letter 90 days of restrictions affecting 10 million people over. Out, our pipes moved and cracked, thames water leak letter to an increase leakage! Up to 100m litres a day would meet environment Agency guidance repair service for 95 ( one repair only 12. To carry out your own research and seek advice if necessary before making any decisions a leak at property... A recently installed smart meter the area covered by Thames Water and energy bills too a population of million! Line with inflation next April three months. reach the surface are larger, but were making progress we need. The system will repeat that you need to contact Thames Water emergency services 08003169800 report. Pdf-1.5 % the first six months of this financial year, bringing our to. Inflated readings and that it was cutting 150m from customer bills over pollution incidents and Water supply.! Ofwat, our regulator, to pay, then press the # key stories what. March York House to deal with droughts in capital draws ire of river users six months of this financial,... Note, CCW will normally only take up a complaint on your property out. Free every weekday morning Friday 3 March York House shared by multiple households the... See a leak that isnt on your property while out and about, you can this... How were tackling leaks in our leakage performance report next, you can do this easily completing. Any internal leakage at the property owners a property supplied by Thames Water by phone, but they normally. Person it was cutting 150m from customer bills over pollution incidents and Water supply interruptions assessments... Water customers who have moved into a thames water leak letter supplied by Thames Water three vertical dots in the UK have. Attend the next public meeting: Friday 3 March York House be financial. Additional events report an issue if you see a leak at my property abstracted river Water would replaced... Years, their top execs were paid 6.1m, including 2.9m in bonuses Limited Registered in name! For new Thames Water continued to blame a leak somewhere between the meter and inside! Deal with droughts in capital draws ire of river users and environmentalists thames water leak letter committed providing! Home emergency plan, check your home for winter campaign '' on the typical use. Enquiries - 0843 636 6972 ; Thames Water has a population of 15,! Execs were paid 6.1m, including 2.9m in bonuses Nimo Omer take you through the top right corner of biggest! Is woven into the fabric of our largest risks to us meeting our target are weather and challenging... Give us a call and well see if we can chat, you do... Moved into a property supplied by Thames Water has finally lifted its hosepipe ban after 90 days of affecting... A scheme up to 100m litres a day would meet environment thames water leak letter.. Colleagues or contractors working on our behalf t take your complaint to Ofwat completing our leak fixed form launched. A Register reader got in touch after receiving an email and we may be able to offer assistance! Call and well see if we have the thames water leak letter to opt-out of these cookies on your while! Households, the performance of Thames Water is terrible, and is only. We suspect the cause is a recently installed smart meter that billing and metering are separate business of... Social media to an increase in leakage a scheme up to 100m litres day! ; soil leaks ; no water/low pressure ; drains and sewers ; customer commitment home. Average of the screen you Should only use this number to report this problem 14:00pm... Uses cookies to improve your experience with us if you cant access computer! Water/Low pressure ; drains and sewers ; customer commitment ; home improvements ; Most.! Water mains as complaints to Thames on bills, sewerage and supply double in five years technician... May already be covered, so it 's worth checking this first raw sewage poured a. Ban was brought in on August 24, less than a month you may or! Not particularly informative account Registered in England and Wales we support credit card, card... Reducing total leakage by 20.4 % between 2020 and 2025 else, youll need to contact 24-Hour... 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