Thameswater Reviews 3,121

Over charging ..day time robbery

Date of experience: June 16, 2025

Great customer service. Very helpful, friendly, and efficient. Really appreciated the support!

Date of experience: June 23, 2025

The operator listened without interrupting. She was very patient with me even when she had to repeat a few times. She explained what was going to happen next very clearly and not rushing.

Date of experience: June 23, 2025

Excellent customer service and answered all questions and resolved issues quickly, left the call feeling listened too with great help

Date of experience: June 23, 2025

Date of experience: June 23, 2025

Thames Water on the Third of June 2025 To say we’ve been overcharging you for your water to take away sewage drainage We realised that you shouldn’t be paying So we’re going to give you a refund of £112.28 I asked to have this money paid into my bank account They said no, and I said can you reduce my monthly payment? They said no I couldn’t believe it that they wouldn’t help me either way What a joke of a company Can’t wait for the British taxpayer to take it over

Date of experience: June 23, 2025

Awful awful service .. I have a relative with dementia .. who is possibly also being financially abused .. Thames Water (without my consent) made me liable for the mounting unpaid water bills ..

BEWARE ..

Date of experience: June 23, 2025

Karen was knowledgeable, clear, efficient, professional yet personable.
She is a real asset to T.W.

Date of experience: June 23, 2025

Customer Support was very helpful and I am very impressed by the way he worked and communicated.

Date of experience: June 23, 2025

dealing with thameswater is like being kissed by a dementor...sucks the life right out of you.

I just want to get new meters installed...but getting anyone of intelligence to help seems to be as rare as finding water on the sun

Date of experience: June 23, 2025

Thames Water official was condescending and rude on a requested callback. Bill increased from £22 to £89, no explanation. Spent 3 hours on a 3 different calls with tele assistants who never fully explained why the increase had happened. If Thames Water was a standard company, it wouldn't be in business for very long.

Date of experience: June 23, 2025

Very helpful

Date of experience: June 23, 2025

Absolutely atrocious! They happily took £77 per month direct debit then put it up to £107 per month which is unacceptable so I am forced to have a water meter fitted - if only it was that easy! The 1st appointment was to see if we can have a meter fitted the 2nd appointment was to have it fitted BUT the chap said he was just here to see if we can have one - this had already been done, the third appointment was to have it fitted BUT when arrived, found no planning permission & not dug up for them. The whole process took 3 months because of Thames employees’ total incompetence

Date of experience: March 13, 2025

“I moved into my one‑bedroom flat in Slough in December 2024 and noticed Thames Water charging me £46 a month, which is incredibly high for a single occupant. I requested a water meter to have a fair charge based on actual usage, but Thames Water refused, saying it’s not possible for my property. The person I spoke to explained the reason, but I couldn’t understand due to her strong accent.

To make things worse, I now keep receiving texts telling me to reduce usage because of ‘high demand’ and ‘low pressure’ in my area. It feels very unfair to be charged nearly £50 a month for a one‑bedroom flat and still be told to save water because Thames Water can’t deliver a proper service.

This needs to be resolved — it’s not my fault if a meter can’t be fitted, and I shouldn’t be charged such a high rate because of it.”

Date of experience: December 12, 2024

Thames water is a joke. There is hardly anyone to answer your calls when you have a dispute with them/. They do not care about their customers. All they care about is how to collect hard earned money from their customers and send ridiculous bills which you cannot dispute. They bill you for invisible people that live in your property and you have no choice but to pay or they end up threatening to take you to court. Horrendous water company.

Date of experience: May 26, 2025

Thames water are claiming that we are using three times the average water use for a family of three. I have been in dispute with them for over a year now and they have done little but change the meter ( on the third time of asking) and tell me to trust them. Well I don't.
I tried to arrange to pay a reasonable amount while we resolved the dispute and they would not let me.
It looks like they are trying to get out of their financial worries by ripping off their customers. I would change to anyone else if I could.

Date of experience: June 30, 2024

Had a number of calls from a number where voice mails were left with nothing said just background noise. I then found out it was Thames Water. I cammed Thames water and gave my details. I had to give my details several times as the person who answered was from a call centre abroad. The lack of understanding of Engish and the lack of being able to retrieve account details from a customer is shockinlgy poor. I've had this previously with Thames Water. Bring back the call centres to the UK who can deal with customers promptly and correctly. Whoever at the top decided to push call centres abroad you failed and you should loose your job. The service is abysmal.

Date of experience: June 16, 2025

The access to my water meter is broken and has meant that reading the meter is not possible. I reported this over a month ago via the whatsapp chat, and was told it would be fixed in 10 days.

I chased this and it turns out the case was never even logged, and representatives have told me I have to start again. They have also tried to push me onto one of their private contractors to organise this work for them, which I will not be doing. When I challenged this and asked them to organise the repair, they do not reply and tell me they can no longer assist. This is becoming incredibly frustrating as my bills are very overinflated. I do not see how such a basic issue has become so complicated.

Date of experience: June 20, 2025

I found Andrea to be extremely helpful and kind due to a problem I had after having a big flood in my house. She redirected me to the right department for help and my problems were resolved professionally, effectively and efficiently.
Extremely nice and positive, a breath of fresh air to be helped by a such a great person and team.

Date of experience: June 19, 2025

Sick of leaving reviews just for Thames to take notice each time . I have got a letter today saying if I don’t pay last years all the next full years by 21st June which is tomorrow they will give me a bad credit rating or get debt collectors etc .
I haven’t paid it because I’m in a dispute , Thames couldn’t sort it so you past me on to someone called consumer council , I filled in a form of complaint to them on 16th I got email back saying they’ll reply in 20 days . It’s been more than double that now and heard nothing .
You should know I’m in dispute so why sending me letters giving me a one day deadline .

Date of experience: June 20, 2025