What is the best customer service number for Thames Water?

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge.

You can contact Thames Water customer services for support and information about your water supply and waste water management.

Before calling the Thames Water contact number

You may want to have the following pieces of information ready:

  • Your address
  • Your contact details
  • Your water meter reading
  • Your 10-digit Thames Water account number
  • Your payment details

You can call Thames Water customer services for help or information about:

  • Paying your Water bill
  • Your account information
  • Registering a change of address
  • Reporting a leak
  • Reporting sewer flooding
  • Reporting problems with water supply or pressure
  • Checking for water works in your area

Please note that Thames Water customer services records all calls for quality purposes.

Frequently Asked Questions

When will I receive my water bill?

Water meter

If you have a water meter installed, Thames Water will try to take a reading at least once a year. You will be billed twice a year.

No water meter

If you don’t have a water meter installed, Thames Water will send you a bill once a year, in either February or March, to inform you of your water bill for the following year. Your billing period will begin on 1 April and end on 31 March of the following year.

New home

If you’ve just moved house, you’ll receive a water bill within ten working days. You will be billed from the date you moved into your new address, until March of the following year.

What should I do if my water supply is not working?

If you experience a loss of water supply to your property, there could be a number of possible causes. Try doing the following:

Check for incidents in your area:

Call Thames Water customer services to check whether there are any incidents in your area that could cause your water to be shut-off, such as a burst water main or pre-planned water works.

Check your stop valves:

Make sure that both your indoor and outdoor stop valves are fully open. Turn the handle anti-clockwise to open it.
Some outdoor stop valves supply water to more than one property, so ask your neighbours whether they have recently closed the outdoor stop valve.

Check your kitchen tap:

The cold water tap in your kitchen or utility room is usually the first point where the main water supply enters your property. If the water supply to this tap is normal, but you have no water from other taps, it indicates that there is an internal plumbing problem. You will need to call a plumber.

Check with your neighbours:

If your neighbours are experiencing the same problems as you are, it indicates that there is a problem in the area. Call Thames Water customer services for support.

Check your pipes:

Check your pipes for any signs of damage, and if the weather is cold, make sure that your pipes have not frozen.

What should I do if I spot a leak?

If there is a leak within your property, it is the responsibility of the home owner to arrange a repair – this could be you or it could be your landlord.

At home

You can usually establish which pipes are part of the property by where your ‘Stop Tap’ or ‘Stop Valve’ is located – this will likely be a metal tap outside of your home. All of the pipes after the Stop Tap or Stop Valve, towards your home, are usually counted as ‘on your property’ and the home owner’s responsibility.

If you have a leak within your property, Thames Water recommends that you organise for a plumber to visit your home or to check whether your home insurance covers leaks.

Outside your house

The area surrounding your home, such as the garden, usually harbours pipes called the ‘Supply Pipes’. Leaks in these pipes are also your responsibility, but Thames Water may be able to help you fix the problem.

Signs that there is a leak in your Supply Pipe include damp patches in the garden during dry weather, cracks in the pavement and the appearance of potholes/sinkholes. You may also notice that your water pressure is low, your water meter may show unusually high usage, or there could be dirt and/or bubbles in your water. Call the Thames Water number above for advice.

Not on your property

There are also water pipes leading up to your house or garden, usually running under the road of public pavements, which are the responsibility of Thames Water. Contact Thames Water to report this problem.

If you notice any of these signs, call the Thames Water telephone number above as soon as possible to arrange for the problem to be investigated. A Thames Water engineer should be able to locate the problem and advise on the best course of action.

Remember, after fixing a leak, you may be interested in applying for ‘Leakage Allowance’ to request a refund for the extra cost of leaked water.

What help can I get with paying my bill?

Thames Water offers a few different options for customers struggling to pay their bills.
If you simply need help cutting down on the amount of water that you use, Thames Water recommends having a water meter installed or requesting a water-saving device.

Alternatively, you can contact Thames Water to find out if there is a tariff which may suit your budget better.

If you are struggling financially, there are some helpful financial schemes which you may be eligible for. At the moment, Thames Water customers can apply to the WaterSure scheme, the WaterSure Plus scheme and the Customer Assistance Fund.

To find out more about saving water, minimising your costs or any of the aforementioned schemes, get in contact with the Thames Water customer service team.

How can I find out my account balance?

Contact the customer service team by calling the Thames Water phone number above or the automated account balance system number. Make sure you have your account number to hand.

Keep in mind, if you have just made a payment, it may take a number of days for the credit to register in your account.

Which payment methods will I be charged for using?

Thames Water charges its customers for using some of the over-the-counter payment methods – this includes paying at the Post Office or at your bank.

To avoid payment charges, try using a different form of payment, such as direct debit or a debit/credit card.

I’m paying my bill in instalments – how can I change my instalment payment plan?

If you would like to adjust your instalment payment plan or change to a different payment plan, call the Thames Water customer service number and speak with a team member.

Keep in mind, you will need your account number to hand and you may also need the details of the method of payment you will be using.

How can I sign up for a Thames Water online account?

If you would like to manage your Thames Water account online or switch to paperless billing, you can do so on the Thames Water website. Click on the ‘Register’ link at the top of the page and follow the onscreen instructions.

You may need to have your account number and postcode to hand to create an account. Once you have registered for an account, you may be asked to confirm your identity or that you are the owner of the email address used.

After confirming, you should be able to log in to your online account. To do this, go to the Thames Water website, click the ‘Log In’ link and enter your user information. Now, you should have access to paperless billing as well as many other account management tools.

Using your account, you should be able to change your payment method, edit your contact details and submit meter readings.

About Thames Water

Thames Water is the UK’s largest water supplier and waste water management company, serving 27% of the UK’s population.
Its service covers a large area of the UK, including large areas of Greater London, the Thames Valley, Gloucestershire, Surrey, Kent and Wiltshire.

Becoming a customer

Residents in England and Wales can’t currently choose their Water company, and their household’s water supply and water waste management company is determined based on location.
If you live in the Thames Water catchment area, you will automatically become a Thames Water customer.

History

Before the 1973 Water Act, different aspects of water management in England and Wales were controlled by numerous companies.
The 1973 Water Act grouped together the various bodies according to their location, leading to the formation of ten Regional Water Authorities.

Privatisation

The Thames Water Authority was privatised in 1989, and become known as Thames Water Utilities Limited.
In 1995, Thames Water began a period of international expansion, becoming the third-largest water company in the world.
It was acquired by the RWE group in 2001, before being acquired by Kemble Water Limited in 2006.

Postal address

Thames Water
PO Box 286
Swindon
SN38 2RA

Have a better contact number for Thames Water?