“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,”
“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.”
“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.”
“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.”
“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”
“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”
“Their smart meter is a scam. They said at first we had a leak, then it was share usage. Now apparently everything is fixed but when on holiday there is still water consumption at 5am.... If you can refuse the smart meter as it will not save money but just make you pay more.....”
“Our water bill spiked inexplicably, we dutifully paid (an insane and implausible amount) to avoid any debt collection issue. But I also requested a leak investigation. This was in August 2021.
They sent an engineer who said he found a leak around September 2021, and so they arranged a repair and said we'd be reimbursed for the amount we have overpaid. Fair enough.
Got some news that unfortunately the repair had been delayed, it could take weeks, maybe all the way until November! Fair enough, we can wait, I understand these things take time.
Whoops, it's been delayed now because there is a hotel in the area they need to talk to before they can fix the leak. Fair enough, it will be done in late December they say.
January comes around, the leak has not been fixed, Thames Water now says they don't have a date for when the leak will be fixed.
We continue this dance until April, this time, Thames Water sends us a bill, another huge one that makes absolutely no sense. I call in to say "hey, this bill is not reasonable as there is an unfixed leak' they say 'we understand, but you still need to pay, we don't care if it's a ridiculous amount that we know makes no sense, and no, we don't yet know when your leak will be fixed. Pay us anyways, we will adjust later.' At this point I'm expected to take them at their word...it's April, so they have already proven that their word cannot be trusted.
I contact the Consumer Council for water (CCW) to complain, and the CCW is very understanding. CCW says not to pay the bill, and gives Thames Water a call, they are not impressed either. They tell Thames water to schedule a repair.
All of a sudden, I get a call from Thames Water saying they've scheduled a repair for May 9. This essentially means that if they really cared to do this, they would've done it sooner. My bill has been 'generously' frozen until the repair is made.
Here we are in present day, it's May 20th, 2022. Thames Water sent a team that has determined that the issue has magically fixed itself, but that they didn't do anything. Our water meter is miraculously reporting normal usage again. However! There is a tiny leak on the side of our property (well, our landlord's property, rather). The engineer explicitely said it was much too small a leak to explain the large bill. Essentially 'we have done nothing, but the leak looks like it fixed itself, we have no idea what the problem was, we have failed to find it, anyways, life goes on'.
I ask what this means about my bill, and Thames Water says that now that they have done nothing but usage is back to normal, I am still expected to pay the previous completely ridiculous bill that was frozen. Why? Because thames water has failed to actually find out the problem. They said an 'adjustment' can't be made until our landlord fixes the tiny leak that the engineer said was too small to explain the bill, but not otherwise. In the interim, Thames Water tells me that they will move to debt collection in 2 weeks if we do not pay the bill that CCW previously advised us not to pay.
When they want money '2 weeks or else', but when we want a repair 'please, you must understand! we need 9 months!'
Absolutely shameless greed and apathy, abject failure and intimidation at every level. This company is a joke.”
“Kept ringing my mum with an automated message, rang them back to tell them that she is 91 & dying of cancer & all they are interested in is her paying a year ahead bill ! They wont send a bill for the 1 MONTH that she actually owes ! Disgusting & shameful greed”
“Moved into a 1 bed property November 2021. Had to sort out 2 x leaks the day I moved in. I am frugal with water use. Phoned Thames and registered as a customer. Explained that I can't access the meter. Agreed on £22 a month. Sent an estimated bill which expects over £60 a month. Can only assume they are charging me for the previous occupants water leaks. Very unfair.”
“Thames water is truly one of the worst companies I have ever worked with. Avoid them if you can. They provided an egregious price for their services. Almost triple what the neighbor in a much larger flat pays. When I asked for clarity on this, they said to talk with my local officials as they do not have any control. I then asked for a water meter to be installed. They scheduled an appointment and didn't show. Then when I reached out they said they came. Very unprofessional company.”
“They charged me and my wife £800 pounds for water one year. I ask them to check the meter as I thought it's leaking . They said someone will call me to check . Nobody call me , they just replace meter for new . And send me the bill . £800 pounds bill for couple of hard working people who are spending most of the time at work. Wankers and liers. Absolute morons...”
“Quite simply the worst company to have to deal with. They are so lucky that Londoner's have to use them otherwise they wouldn't have any customers.
In the space of a year they have overcharged me, undercharged me, cancelled my account, cancelled my water supply, taken unauthorised money out of my bank, only paid some of it back etc.
They also seem to have a completely untrained support team that have no idea how to do a simple task - put you through to someone else with no notes on what you've already discussed.
Say they will call you back and then never do.
Seriously just the worst.”
“Thames Water, Did work at a neighbours driveway
Pumped clay water into road, Causeing drain to be blocked and road covered with Clay soil, residents driveways and cars have got dirty with clay soil, our road is a private so caused more issues, all residents concern reported these issues to Thames Water,
Very bad service from Thames Water regards to residents causing all sorts off issues”
“Strange call from Indian call centre - I think my smart meter is going to be changed for the third time but who knows? Why oh why can’t Thames Water have proper call centres?”
“The customer service is the worst I have ever experienced anywhere. The online chat is terrible nobody knows what they are doing, they do not read what you type or have a clue on what you are asking them. I find myself repeating everything 10 times. Its frustrating! Even to the point they tell me my account is with another water company when they have just sent me a bill and i have paid it! I am then asked to send them a picture of the bill they sent to me! The was no apology nothing! When you call the customer service team its the same thing. Rude and unhelpful staff. I put off getting in touch with thames water for the longest time because i just know it will be a stressful unpleasant customer service journey. Avoid at all costs!”
“Where do I start with this company.
Firstly, non of their staff seem to be singing from the same hymn sheet. Each time you deal with a different person you get a different result. They don't seem to have much respect for customers or each other!
I can go on about all the problems we have with this company over the years but sadly, the first response person you receive on the phone will be the last person there you speak to.
No management to deal with problems or reassure people just blunt & dismissive staff. ( because its like that and that's the way it is!)
Just very poor service from a company with a licence to take money off you.
Also, you should have a tick for the company never got back to me below.”
