“Customer service is rubbish!!! I don't know what call centre they are using, or in which country is located but they must play on the phone or just talking stories while the customer is waiting for a help. You need to invest more in training them. And please, select people that wants to work!!”
“New payment plan double previous with no explanation why the estimated *annual* amount was split over 9 months not 12! Poor customer service. Get told different things by different agents. I wish I had the option to switch supplier.”
“Came back to post an update. I have a small claim for £550 against Thames currently going through small claims court. Thames, supposedly strapped for cash, has retained £1k per hour law firm Eversheds to fight the claim! Their hourly legal fees are literally 2 x the value of my claim - and did I mention I'm a vulnerable brain tumour patient? So evidently Thames has plenty of cash to chuck around and would rather play stupid, expensive games than settle.”
“THE WORST MOB EVER - totally unprofessional , dumb and dumber- the lot of them and they don’t give a damn. Never encountered so many stupid dimwits in my life ! Been paying them for 25 years by DD - my husband passed away - told them all is as it was but not account in my name only - that’s RICKET SCIENCE TO THIS APPALLING COMPANY AND THIS NONSENSE HAS BERN GOING ON FOR MONTHS - they take theDD and then send me bills !!!!!!!SHUT THIS MOB DOWN”
“I'm currently engaged in litigation against this dreadful company. The court generated a claim number and served Thames. Instead of cooperating, for example by making an offer to settle, or defending my claim, some minion from Thames wrote to tell me "we don't have to communicate with you because you don't have a valid claim "
Well that's not what the court thinks sweetheart. I'm petitioning the court to impose exemplary and punitive damages on Thames for their obstructive and uncooperative behaviour (on top of my original claim). This arrogant wreckage of a corporation is way too big for its boots and needs to be brought down quite a few pegs.”
“Some girl on the line was being absolutely dreadful. She was talking back at me and complaining about her gums? Very strange, and very unprofessional. Did not help me.”
“Vile company tried to overcharge me by 600%!!!! I am a vulnerable person who is terminally ill and they saw me as an easy target. These despicable buffoons have the most callous disregard for human decency.
Furthermore, I have asked repeatedly for many years to correspond in large print as I only have 1 eye. They keep ignoring me and writing in small print they know I cant read, mocking my disability. Evidently Thames thinks the Equality Act 2010 does not apply to them.
They are smug and dismissive in their half-baked responses to complaints. I almost passed out when I opened a bill for £600 instead of £60. I suffer from blackouts and seizures because of my condition. I could have sustained a serious injury from a seizure due to the shock but it's all a joke to these clowns. By the grace of god I am not on direct debit or they would have made me overdrawn with their fraudulent accounting. Crooks!
Judging by reviews here and on other platforms, Thames is attempting to overcharge many customers to scam them out of money.
To add insult to injury, these miscreants offered me £20!!!!!!!!!!!!!!!!! The CEO deserves to be strung up in the town square. I am suing Thames in the small claims court for negligence and breach of duty of care and urge others to do the same.”
“If I could give 0 or -1 I would do it.
They overcharged me more than double. They sent me a bill like I had not paid more than a year. However, I pay my bill very accurately and on time. Customer service is useless. They only raise a case and no response for more than a month even after my reminding.
I will think what I can do with over charges. I need to complain to authorised company next.”
“Water smells bad and taste is awful.
Spoke to someone from Thames water quality and he just told me a pack of lies about how clean it is. He said they had tested recently in the area but would not let me see the results !!!”
“One of the most lousy companies out there, after renting at a property and moved out of their four years ago I get contacted by that collecting company that I owe Thames water over £200 for an outstanding bill. All along the have my contact information I still have an account with them, but they couldn’t be bothered to reach out and request the balancing of this account instead, throw the bill on another companies back and put them to chase me with adding their respective charges as well to the bill. Hope you go under Thames Water.”
“Incompetent call centre off shore who are ill-equipped to resolve any issues. Whatsapp support who do not respond. Dividend-taking shareholders who take all of the profit and do not invest in the service. Looking forward to the business collapsing and being taken back in to public ownership, criminals”
“Ref: 05757563 27/3/24. Steve Jones the engineer that came round was very professional. Also explained what he was doing, then arranged for me a follow-up appointment to fix my leak.”
“Kept asking us to open new accounts for the same property then closing accounts without informing us, ultimately trying to charge us for the same period of water usage 3 times.”
“My fantastic case manager Jackie from Seepage Ref 32088864
Thank you doesn't cover my gratitude for everything Jackie from Seepage arranged to try to fix the water problem in my cellar. Jackie was absolutely brilliant, very kind and helpful. She was informative about various stages of Thames Water investigation, confirming the result on the phone, providing regular updates and leaving messages, and even following my case when it had moved to a different department. When mentioning her to the engineers who visited me, I gathered that she is also well liked and respected in the company by her colleagues. Thank you Jackie, you could not have done more!”
“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!”
“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!”
