Thames Water Customer Service: Phone, Email, Contacts.

Unable to reach TW by phone or online to book an appointment for installation of a water meter.

I had an appointment booked for the 24th October 2022 08:00-13:00 for access to my back garden drain covers. I waited in but nobody came. I raised a complaint on the 24th October 2022 but to date (8th November 2022) have not had the courtesy of a reply.

I have been without water for the second time in one week. Last time I was told that a pump had tripped even though we received a letter from the CEO saying that they were aware of this and were putting in a second pump as a back up. In addition your bloody mapping service asks us to put a pin on our property but there is no pin so couldn't do it. I told you about this months ago and suggested your IT people address this problem. Further to wait for an advisor takes almost one hour. I demand a refund on my fees and will not pay any more fees until I receive an apology.

(One star for providing the water that I did use).
My bills have been around £140 p.a. since I moved in 7 years ago ie £12pm. Suddenly they wanted £548. I do not have meter access, so this really was out of the blue. My useage was unchanged. They required me to get a plumber to confirm no leaks. This cost me £89, which they will not reimburse. I see Claudette Heslop has a bill for £782 for three months. Crazy! Claudette, if you read this, I also refuse to pay for a quantity of a service I neither sought nor received. Please contact me to discuss further. iannhenderson1958@gmail.com

I have tried to ring you but somehow your phone does not let me talk to a human being your website does not give me a email address to write to. You are the company who have robbed me of my money by taking my money for seepage since 2010 but only given me back since 2016. South east water as tried to ask you on my behalf to return my money but you have refused. I will be contacting CCW to complain about how you are trying to make it difficult for customers to complain and that you are deliberately refusing to communicate with me My account no is 20830506-4 which is South East Water and they bill on your behalf. You are useless company with no concern for customers.

I’ve been trying to get a refund for surface water drainage on my property, the water goes to soak away and not the drains. I inform neighbors about this matter both of whom applied after me and have had replies,I’ve heard nothing despite numerous attempts to resolve the matter on the chat line and social media.I have now applied twice with no response. This the worst customer service I’ve had from such a big company. All I get is speak to affinity water who bill on their behalf, my neighbours got replies from Thames,what a mess.

I spoke to a lady last week I am trying to sort out my D/D for the last year I have never got anywhere with your people I gave up last year after lots of phone calls With no reply from you Find your service very bad Phoned last week after an half an hour on the phone A lady said I will get someone to talk to you I was RUDELY cut off

I heard that Thames Water customer service was the lowest rated, and now can see why. I want to report a problem. None of the options on your answerphone message cover it. So I tried the website. Same, none of them cover it. So I tried to complain by phone. Unbelievable sequence of messages, mixed up confused, and I never got to make my complaint or speak to a person. Thames Water customer service is below an admissible level. David d'Avray

21.2.2020 meter fitted
May 2020 meter activated
24.6.2020 meter reading. 25.8.2020 meter reading
24.9.2020 meter reading. 24.10.2020 meter reading
24.11.2020 meter reading. 23.2.2021 meter reading
21.11.2020 Comparison letter.
November 2020 I rang to switch to metered billing and was told it would be done straight away. So assured it would be done.
March 2021. Got a bill for the year stating I was NOT metered.
March 2021. To see why I had been sent this when on a meter and getting predicted billing. She said she would look into it and get it sorted but pay the monthly instalments.
18.3.2021 sent email with details of readings. No reply to this until when asked for a rating which l gave 1 .
31.3.2021 I missed 3 calls
I rang back the woman confirmed l had a meter and a letter reversing the bill would be sent out. She also stated l was in credit and would no need to pay till September 2021.
1.4.21. 9.12am the man l spoke to in November rang. He apologised for the error of the switching and confirmed l am metered and in credit. He then told me l was on a payment plan l told him l was NOT and l used the card to pay the bill when it came in. So he CANCELLED the plan. I have had this card since March 2020 because you changed my account number when you fitted THE METER.
8.4.2021. 2 Letters arrived both dated 31.3.2021
One for revised billing
One for a new payment plan.
10.4.2021 Dated 31.3.2021. Saying I've successfully switched on 29.3.2021and they've credited my account as if l had switched earlier and "We'll send you a final bill in the next 10 working days".
None of this is down to me. You have constantly made mistake after mistake and ignoring my phone calls and emails. I have been a customer since 1971 under partners,married or now my own name and at my current address for 30years . So get it right: 1) as of november 2020 switched to metered billing.
2) NO PAYMEMENT PLAN.
I will NEVER DO DIRECT DEBIT to you because I do not trust your employees to take notice to me or to your different departments. I don't want to rate at all

We were told it a "Must" by Thames Water to have a water meter installed. So, it was installed in July 2020. We were told that it will be activated within 90 days of installation and Thames Water will inform. 9 months on we have not heard a word from Thames Water. Went on the web chat which was a waste of time. The agent replied that we must have a meter installed before it could be activated. He either did not read what we wrote or did not understand the simple statement. There was no update communication from Thames Water during those 9 months until it is time for us to pay our standardised bill.