“Monthly bill has increased by 128.57% with no change to our usage. I called and tried to make large single upfront payment now to decrease this new monthly instalment, was told that this might in fact increase our monthly payment further. They told us that these new charges are "system-generated" and there is nothing they can do.”
“Had a water leak outside the property due to old lead pipework which was ultimately dealt with by the specialists appointed by the insurance company, but throughout that process the team at TW was very helpful. Special kudos to Michelle and Tom in the client side leakage team!”
“Job reference SA2249075.
We had a sewage leak after the thunderstorm on Monday 12/05/25.
I spoke with Imran in customer service and he booked the appointment for the engineer to attend our property.
The engineers Tom and Carl cleaned the soiled garden despite the unpleasant and difficult nature of the job. They kept a positive attitude and made sure the area was cleaned and disinfected.
Thames water is lucky to have people like Tom and Carl who are committed and hard working in their team.”
“Having had a water meter fitted to establish an accurate bill it turns out that we have been overpaying by £50 for the last year.
When contacting thames water they simply said we are adjusting your bill to reflect the readings.
When asked for our money back, that was overpaid they said that it wasn't possible.
The adviser spoke very little English and simply hung up once he had told us the account was being changed.
Very poor communication and bad customer service.
They have held our money and gained interest on it.
Happy to take but unhappy to give back.
Shame on you
Not happy at all !!!”
“I've been on chat with them for over a week, every day. My bill was increased with an estimated meter reading which was a lot more than the real one. No chance to sort out my problem, Their answers are soooooo relative ..... that you can't really understand anything. I was answering clear questions and I was getting answers that had nothing to do with my questions, and every time I was more than 1 hour chatting with them. I don't know what to do anymore. I've cancelled my direct debit and I will wait for them to start chasing me, maybe this way I will get to talk to someone who can actually answer my questions. Very, very disappointing!!! Too bad you can't change your water provider. I would have bee long gone!!!!! The worst experience I've ever had!!!!!!!!!!!!!!!!!!!”
“I had some difficulties while setting up a new account.I spoke to Mr Gladwin ,customer support executive ,over phone and he explained everything in a very simplistic way.Thanks for that.”
“Thames Water have just increased my water bill by 100%, when they acknowledge that my water usage has fallen by 21%
I have been unable to get an answer from their customer relations people, either on the phone or by online chat. Constant evasions to my questions.
How are they able to behave like this? Why doesn't Ofwat get a grip?”
“Just received an email saying they are increasing my bill from 39 to 73 pounds. According to my calculation it should go to’ approximately 50-55. I understand that they are in financial difficulties but it seems they want to improve their cash thanks to unaware customers. I tried to change the monthly charge from the site but it is not possible so I need to contact their service desk. Also i just noted consumption in days that we were away. I am really concerned.”
“Just had an email come through to say that you are putting our bill up by £19 per month. Of course when you badge it like this it doesn’t sound too bad. When you calculate the % it works out at an increase of 80%. Why are you not telling your customer the % their bills are going up?
You, your company and your leadership team are an absolute disgrace. I will be raising this to my MP and push for your leaders and shareholders to be held to account. In March 2024 you paid £158 million in dividends and now you’re increasing household bills by 80%. You are criminals and you need prosecuting!”
“Thames Water continually contact me about making payments even though I'm £60 in credit. Tried to ask for a refund but surprise, surprise they aren't listening. Too busy paying dividends to their shareholders!!!”
“Try to rip you off. Didn't accurately measure our water so estimated that for a 1 bedroom place we had 3 people living here. Told them this was not correct and unacceptable, they apologised, then said they will change the bill. It's two months later and they have not updated the bill and send notices to pay. You try to call them and they say they can't fix this, and won't escalate you to a manager. Nightmare”
“Terrible, terrible, terrible company that put me in an incredible amount of struggle for 2 years now, ruining my credit score and reporting me to debt collection agencies because of their own fault.”
“I will start this with I think a child would have a better system in the play ground then the way Thames water are working it’s the same story looking through a lot of the other reviews on here and all there responding replies start off we apologise 🙄 we have constant Leakes and low pressure in our small road for years now ! I’m in. Constant contact with them and can say they keep no notes important details so they have to go through the Same long process of knocking on doors asking for details of people they have all ready written to as they did today OMG . One team came out and said there’s a big leak underground today my vsit was to get my details and turn off the water to see if the leak is in my house REALLY what the whole street ! Did you not understand what your first team told you ? If you have a constant problem in a street why have you not still got all details on your system to prevent weeks wasted doing it all over again ,it’s basic management of a business Thames Water what are you doing ?
Richard Newport Rd slough sl22pt
Date of experience: 12 November 2024”
“Disrespectful company with terrible customer services, mostly automated by a ‘bot’ eventually gets put to through to India! My tenants have a 1 year old baby and no washing facilities for 3 days and still no engineer.”
“What a disgraceful company.
They just dig holes block roads leave them for weeks cause mayhem with traffic .
The side Road off the A41 just left for weeks residents unable to get access.
Absolutely appalling company.
Incompetent, uncaring rubbish company!!!!!
I don’t need to take photos as these incompetent people have it !!!”
“I asked them 3 times in a row to add my wife's name to my account.
They told me it's been sorted.
Months have passed, and nothing has been sorted, after reporting this repeatedly.
Oh, by the way, thank you for charging us dear prices and delivering polluted water.”
“Your company is are an absolute disgrace.
You dig holes up all over the place .
You leave them unattended without completing the work!!!
You cause mayhem to residents,traffic inconsiderate uncaring company.
Look at your reviews which sums you up as avcompany. Sewage you dump into our rivers and sea.
You’re Incompetent!!!!
Only ripping people off!!!!
It’s just a matter of time you go down the drain with all the sewage you dump!!!”
