“My bill has gone up from £11/month to £46/month despite my usage only increasing by 1 cm 3 and yet my customer service operative could not give me a straight answer as to why the increase was so huge.
The figure of £46 per month seems to be their favourite figure for single person households.
The truth is that due to awful mismanagement of company finances, customers like me – an elderly person who lives on their own and has a small terraced house - have to bail out this appalling company. The injustice is outrageous and they seem to get away with massive increases in billing.. This is what happens when you privatise a public commodity like water! Thames Water are not fit for purpose.”
“Just moved to a new property and they charged me way over the yearly charge pro-rated for the remaining 8 months of the financial year. They wouldn’t listen when I stated if that the maths was incorrect despite agreeing what the yearly charge should be somehow could undertake the basic maths to work out the 8 month cost or monthly cost at that!
Woman on the phone asked me if I had a calculator ready and kept trying to break down the wrong numbers to me despite agreeing what the overall number should be. I had to talk her through the correct maths on the phone and when she put me on hold to re-calculate she hung up on me!”
“My bill has gone up 92% to £46/month despite my usage only increasing 5%, and yet no customer service operative could give me a straight answer as to why the increase was so huge. They were well out of their depth and were only good at avoiding my questions, providing irrelevant, pre-written responses. But the truth is that due to awful mismanagement of company finances, customers like me - a single parent who works part time and lives in a small terraced house - have to bail out this outrageous company. The injustice is staggering. This is what happens when you privatise a public commodity like water! Thames Water are criminals.”
“Thames Water Opened Account Without Consent – Reported False Default
I was a customer of Thames Water and closed my account a year and a half ago after settling all outstanding bills. Recently, I was shocked to discover a defaulted account from Thames Water on my credit report — for a bill issued just last month, long after my account had been closed.
I have serious concerns and questions about this:
How can an account be reopened or a new one created without any notification to the individual concerned? I received no letter, email, or phone call.
Is it legal or ethical to report a default to a credit agency in the same month a bill is issued, without giving the person any time to respond or even become aware of it?
How is personal data being managed if an account can be created, billed, and reported to credit agencies without consent or confirmation from the account holder?
Does anyone at Thames Water consider the real-life impact of such actions — for example, someone being denied a mortgage, loan, or rental because of a default that shouldn’t exist?
Even if this gets corrected, I now have to wait weeks for my credit report to be updated, during which time I might miss critical financial opportunities. And this all happened without any warning or justification.
I understand that mistakes happen, but the lack of transparency, communication, and care is unacceptable. I hope Thames Water seriously reviews how it manages customer data and credit reporting — because what happened to me could happen to anyone.”
“Putting our bills up by 40% with no explanation Also pointed out we had a water leak in our road for 7 weeks with thousands of gallons pouring down the drain every day How is this fair Daylight robbery!!!!”
“Although I was in the call for about 50 mins and somethings weren't working at first, it all went well at the end and I appreciate the patience that George, the person I was in contact with, had. They do support people who find it hard to keep up with the bills like me and i thought I'll leave one comment here since I did not receive a feedback form. But I was really satisfied and happy at the end especially with the norm services in the uk of staying on the line for a long time and receiving no help but luckily it was better with thames water”
“I am writing to register my profound disappointment and serious concerns regarding a recent matter that has unjustly harmed my credit standing.
My credit report has been negatively impacted due to a minor payment delay for which I never received any preliminary invoice or subsequent reminder. What is particularly alarming is that my personal data was shared with a credit reference agency without any preceding notification of an outstanding balance, a step that seems disproportionate and unwarranted.
My subsequent attempts to rectify this situation through your customer service channels have been exceptionally frustrating and unproductive. I have experienced significant time wastage and been provided with contradictory information. Specifically, a representative initially assured me that steps would be taken to correct my credit history, promising an update within five business days – a commitment that was never fulfilled. Upon my follow-up, a different agent inexplicably dismissed this prior assurance as a 'miscommunication,' offering no tangible resolution.
This pattern of inadequate service, marked by a disturbing lack of transparency and evident internal disarray, signals a deep disregard for client welfare. Such irresponsible practices can inflict severe damage on an individual's financial reputation and professional standing.
I demand a swift and definitive resolution to this issue, including the immediate rectification of my credit report.”
“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.”
