Thames Water Reviews

1.7 Rating 63 Reviews
17 %
of reviewers recommend Thames Water

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Thames Water 1 star review on 16th August 2022
Anonymous
Thames Water 1 star review on 30th July 2022
Maxine Tracey
Thames Water 1 star review on 30th July 2022
Maxine Tracey
Thames Water 1 star review on 30th July 2022
Maxine Tracey
Thames Water 1 star review on 22nd August 2021
Alan Sawden
Thames Water 1 star review on 17th April 2021
Ally
Anonymous
Anonymous  // 01/01/2019
They blocked my car park and told me I can park on the main road... I got two parking tickets and they now won't take responsibility for them. They have lied saying the residence were told to call a number for a temp permit, completely false. These people are horrendous and seem happy to treat the general public horribly!
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Posted 2 weeks ago
Thames Water visit 02/03/2024 Ref 1110663 Tom an engineer from Lanes. Overall I can not praise Thames Water enough. The company is really trying to find a reason for the dampness/water in my cellar. I've had various visits to collect water samples, listen to the pipes but the above engineer Tom was exceptionally hard working and diligent. He arrived on his own, opened all available manholes and cleaned the drain pipes of the roots/ debris over 20 meters of the pipe. Then he hit a large blockage. I thought he would give up however he said "I like to finish my jobs" so he kept pushing jets of water and a camera for another 10 meters. Unfortunately, he couldn't go any further at the time with standard equipment but I would like to point out Tom's perseverance and great communication. Thank you!
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Posted 2 weeks ago
very bad customer service
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Posted 2 months ago
Thames Water Smart meter billing fraud Thames Water FRAUD!!!! If you have TW smartmeter close water supply for min 2-3days and take photo of meter every few hours....all TW smartmeters going up with no water supply....do the test and see it!! That meter is pure FRAUD to inflate people bills 2...10x, they use wifi technology to manipulate numbers, simulate leaks using artificial technology data, that is why TW website data usage every candle appear 3days later...take photo of that candle the day appear....137ltr....next day become 143....they do to every single candle... , I moved to property 9mth ago that got SENSUS 640c meter, the first bill they sent me was 21,000 ltrs of water for 159days.... next bill is over 35,000ltrs Aug-Dec, strange as i live alone and work 10hrs a day....so i spend 6hrs(+8hr sleep) in property....i dont used that much water....after paying 1st bill TW....TW via wifi started add crazy numbers to increase my water consumption bill...and TW sent me a template letter(check google TW 22ltrs/h leak) that i got 22ltrs/h leak.... I did check forums so I know that leak is not real, I been watching that crazy numbers going up TW added 17,325ltrs in sept in 1month...yes 17tons of water for small studio flat in London, I have shut street stopcock water supply for 54hrs....and observing Meter....was going up...with no water supply to my property.... later on TW send me letter that 22ltr/h has gone!! how come leak can fix itself?? i have perform simillar test on my neigbour...when person was away....in 4 days TW added 600ltrs.... so knew TW doing that to all people who got smart meter....they inflate their bill by manipulating data via wifi.... in my aree there is a guy living in house with family....his meter went crazy....to TW demolished his pavement and inside house looking for leaks that dont exist, they replaced his meter 4x and still he is paying high bills..... I have made another test...I have shut water supply street stopcock closed... for 33days and meantime open 3 time every few days for 2hrs to take 150+150+160=460ltrs and TW added 2,733 to my bill...to they added extra ltrs almost 6x.... to cover their bottom TW sent me a another letter that a got 22ltr leak.....i shut street stopcock....currently meter is adding like 140ltrs a day!!! with no water supply to property!!! their software will add 200ltrs a day....next week....and in next month should be like 500ltrs a day!!! THAMES WATER..... meter and stopcock in on the street pavement outside property...so this is your responsibity to explain why your meter is going up???? dont tell me a got a multiple leak inside property.... when i got no water supply to inside building TW...meter number is 311770503 I'm planning to take TW to the court for billing fraud and data maniplation when water supply is shut....if your meter show crazy numbers, please write to me: infomail ( at ) tiscali . co . uk
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Posted 3 months ago
Awful awful company breaching basic consumer and equality laws
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Posted 4 months ago
I have had two occasions to call Thames engineers in for help, 1 for a burst main in my front garden, 2 for a blocked sewer, both a pleasant experience, both no charge, so credit where credits due
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Posted 5 months ago
Thames Water using fraudulently names of people to charge their bills !!if a property is vacant or landlords/agents don’t register with Thames Water they just pick a name !!! That person never called to register for an account with them ,has nothing to do with that property then you find yourself with bad credit score!!!When you called them to complain and challenge them as you are not the right person to cancel the bill more illegalities ,inappropriate questions ?where is the law ? Why we let them get away?
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Posted 8 months ago
What an absolute mess Thames water decided to stop charging me as they recalculated my usage months later decide they’ve miscalculated and hit me with a huge bill. No assistance No calls back Huge waiting times on the phone Code of practice broken But the CEO takes home a million+ a year What a joke
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Posted 9 months ago
Can’t access my bill online. Sought help from Thameswater and after a very long wait for a response, problem still unresolved.
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Posted 9 months ago
I have just come off of the phone, after speaking with Donna. On the 15/02/23 I spoke to a Woman regarding a refund for an over payment, who was so rude, I suggested that she get a Manager and we can all listen to how unprofessional she was being. She refused and (I thought) sorted out my refund. I found out today 23/02/23 that the 'rude Woman' in question, set up a direct debit on my account, just for the hell of it. I spoke with Donna this evening who was so reassuring, professional and courteous, that I had no choice but to leave a review and let her know that she has restored some level of confidence for me in the staff at Thames Water. Well done and Thank You Donna.
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Posted 1 year ago
Me, all my Neighbors & the entire building across the Road have not had no access to any water (which means no hot water or heating as well) since 12pm. Received a message at 5pm stating that we’ll have access to water, so I called to double check and was advised it’ll about an hour for the pressure to build up again but unfortunately it was a lie, so called back around 6:15pm & was told that they will resolve the issue as soon as possible and that the Engineers are investigating, I checked where the work was taking place but nobody was there. I was promised that I would receive bottled Water from them but received a call at around 9pm’ish & the gentleman said that no water could be arranged for myself & my Neighbors because the guys that were supposed to deliver the Water were busy trying to repair the damaged Water Pipe, checked to see what was happening but nobody was there. Received another text message from them at around 10:15pm stating their team was working hard to get everything done as quickly as possible, went to check on them Again & nobody was there. Lies after lies, incompetent Customer service & Engineers,
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Posted 1 year ago
I am thoroughly disgusted with Thames Water, I am a single occupant paying the same amount as the multiple occupancy where I live. I've been told but unless I have a water metre installed I will have to pay the full amount but due to mental health issues it poses a problem for me having strangers in my home to do the work even though I've told them there is no room for a meter.
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Posted 1 year ago
Even 1 star is too much for the appalling customer service. I submitted the Leak allowance form in March 2022 after the leak has been fixed. For the last 6 months (since Feb'22) I've phoned about 20 times to get the leakage form looked at as 2 previous bills were way too high and incorrect, even considering that I was away for almost 3 months and usage of water daily for that period was almost consistent but the flat was empty and absolutely no one was there. I have provided graphs taken from my Water usage section, explaining that over the last year Feb'21 - Feb'22 the previous 2 bills were incorrect. It's not hard to figure out how much water was lost due to the leak each day as evidence was provided, but yet again over the last months while I have phoned about 20 times and been told that the case has been escalated and the manager will phone you. Nobody ever phoned me although I have been promised about 5 times that the manager will phone you or your case will be resolved in the next 48hrs. Lyes Lyes Lyes‼️ Now in Aug'22 I have received another bill from 10th Feb'22 until 10th Aug'22 which includes about 10 days when I still had leak. On 26th Sep'22 I sent another email asking to provide a correct bill which I have no problems paying if it's correct but haven't heard anything back - only text reminders to pay the bill. Absolutely shocking customer service, all they care about is to get the inflated and incorrect amount of money from you without trying to resolve any issues.
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Posted 1 year ago
Hugely stressful day today. Had an plumbing emergency, water pouring out from under my sink for five hours, but couldn't find the internal stopcocks and the plumber sent by my insurance couldn't turn off the water in the street as the stopcock tool was broken. Thames Water not only dealt with my call in a friendly and efficient manner, taking onboard the urgency of my situation, but sent someone over within 10 minutes. The rep who came was wonderful; calm, knowledgeable, and friendly, immediately fixed the problem, and stayed to make sure I understood where everything was and how it worked. I know Thames often gets bad press, probably rightly, but this is one time I can definitely say I had superb service. (Wish I could say the same for the plumber ...)
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Posted 1 year ago
Thameswater overcharged me and yet says there is nothing they can do about doing so! No refunds, no credits provided for incorrect billing.
Thames Water 1 star review on 16th August 2022
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Posted 1 year ago
Thames water reports their customers credit reference agency for late payment even when they have a credit on there account. This then makes it difficullt for their customers to get loans open bank accounts etc. To correct this they say call the credit reference agency who in turn say call Thames water. If you can aviod this company aviod them.
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Posted 1 year ago
Leak fixed after 2 years,but then no water,no pressure,flooded wet room,shower pump broken,no communication, no updates,and no washing facilities for 3 days, a huge mess
Thames Water 1 star review on 30th July 2022 Thames Water 1 star review on 30th July 2022 Thames Water 1 star review on 30th July 2022
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Posted 1 year ago
Dear Thames water, this REVIEW is to convey the ordeal i am going through with Thames water and it is causing me a great deal of mental stress and affecting my health as well. I moved into the property in November, since then I have been paying my bills regularly every month. but the payment stopped getting debited since April 2022. since then i have been following up for my bill and asking why i am not getting debited or what my bill will be from April. every time i call in this 3 months the answer is always you will get an update in 10 working days, I AM CURRENTLY CHATTING WITH A CUSTOMER SERVICE AGENT AND SHE SAID THAT SHE WILL A NOTE THAT I AM GETTING DIFFICULT. like seriously??? i will contact Citizen advice as well with the mental torture i have o go through with Thames water. I hope my enquiry will be resolved AS SOON AS POSSIBLE. I HAVE SENT EMAILS
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Posted 1 year ago
On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. I phoned Thames Water emergency services 08003169800 to report this problem around 14:00pm. I got a very quick response from Thames Water which sends one engineer with engineering van at 15:30pm to this house. The engineer opened the underground sewage drainage cover outside of the house, it filled with sewage inside. He used the mechanical drive equipment in the engineering van to drain the sewage totally out within an hour and half hours. We greatly appreciate Thames Water’s quick response and wonderful job (This case number is: 00177731).
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Posted 1 year ago
I called for a broken outside valve, and the customer service was amazing. Told me engineers would be by within 6 hours. 30 minutes after, the engineer arrived and within 2 minutes he fixed everything. Left me with a card with the incident reference and everything needed. I paid £180 a plumber who couldn't do anything.
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Posted 1 year ago
Thames Water is rated 1.7 based on 63 reviews