“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”
“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.”
“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.”
“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 ...)”
“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”
“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).”
“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.”
“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.”
“Spoke with a fella by the name of Imran from customer support services. Absolute legends this guy, fully supported in my issues, I'm new to London, so he sorted my bills out, ironed out some errors on my account, sent out an engineer to double check our digital reader. I recommend supporting your local water services in London, these guys help you way more than you think! Well done Imran, cheers mate.
FYI I'm from Perth, Australia, and we have something called Watercorporation (like Thames Water), which back at home was known for awesome customer services. I'm happy to see here in the UK, in London, I see this same super supportive behaviour through with our, although private, city wide water provider here in London!”
“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.”
