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Review summary

Most reviewers were unhappy with their experience overall. Customers express significant dissatisfaction with various aspects of the service. Many consumers report unexpected and substantial increases in their bills, leading to feelings of being overcharged. People also voice concerns about payment issues, such as difficulties in adjusting direct debits or receiving refunds. Consumers frequently mention negative experiences with customer service, citing unhelpful or rude staff and unresolved complaints. Many reviewers report communication issues, including long wait times, disconnected calls, and unhelpful chatbot interactions. However, some reviewers shared positive experiences with specific staff members who were helpful and efficient in resolving their issues.

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Rated 1 out of 5 stars

2 months ago Thames Water engineers installed a water meter in my flat and a gaping hole was left behind. The engineers promised that a handyman would be sent over to plug the hole . A month later, wh... See more

Company replied

Rated 1 out of 5 stars

called them to try and understand where and why my bill was going up as had been sent an email saying the average increase was 17% - mine was 40%!!!!, spoke to 3 different people all had no idea why... See more

Company replied

Rated 5 out of 5 stars

I wouldn't say my experience with Thames Water has been great but the service provided by Trina was. After not being believed, wasting time with an engineer visit and being passed around I was put... See more

Company replied

Rated 1 out of 5 stars

Absolutely awful! I wish I could switch provider! 8 years alone in the flat ,using water as usual, but bill keep going up and up ,now £300 for 6 months, ridiculous, previous was £235 Account number 9... See more

Company replied


Company details

  1. Water Utility Company

Written by the company

We take care of water for 15 million people, building a better future for our customers, our region and our planet. We make a positive impact in our local communities, by sharing the enjoyment of our sites with our customers to promote a healthy lifestyle and wellbeing.


Contact info

2.3

Poor

TrustScore 2.5 out of 5

3K reviews

5-star
4-star
3-star
2-star
1-star

Replied to 97% of negative reviews

Typically replies within 24 hours


Rated 1 out of 5 stars

Thames Water Should Be Ashamed

The anxiety and stress that I have been put under these last 5-months due to the incompetence of Thames Water can only be described as cruel.

Back in March of this year I raised concerns over a drastic increase to my water bill. My monthly direct debit was increased by 50% and the overview of my water usage was not reflective of previous years OR that of a single person living in a studio apartment.

Even though my water meter on the public footpath was submerged in water, Thames said that I needed to scoop(??) this out to take a reading. With absolutely no knowledge of plumbing or water works - I knew that this wasn't normal but was told repeatedly that the flooded meter was due to a cracked meter cover and was in no way impacting my unusually high bill.

I must have called Thames/used the messaging service 100+ times to voice my concern but received absolutely no help or guidance. Finally, I was told that this wasn't Thames' problem and that I needed to pay for a private plumber to find the leak inside my property. There was no leak inside my property - which I explained, again and again to an overseas call centre which is clearly not fit for purpose.

3-weeks ago I received a revised bill stating that I had used 280,000 litres of water between March – June and that the bill for this period was just over £2000. Over £2000 for three months usage – NO ONE from Thames has raised this as a concern and instead I was emailed stating that my DD would be increased from £50 per month to £325 to cover the costs.

As per Thames Water's instruction and for some sort of mental validation on my part, a private plumber was hired to assess the non-existent leaks inside my property and surprise – found nothing. The leak is external and today, after 5-months of trying to get some sort of acknowledgement or help from Thames and £££ effectively stolen from me, a Thames engineer confirmed that gallons of water is being wasted under the pavement due to two significant leaks which Thames Water were trying to make me pay for.

I shouldn’t have had to go through this. The Thames Water call centre is not fit for purpose, and I have essentially been gaslit into believing that this was my problem. The total disregard around customer care and the sheer wastage of water is absolutely shameful. This could and should have been addressed months ago.

You need to train your call centre staff. They have no understanding of these types of issues and read from a script. It is Thames Water’s responsibility to ensure that customers are cared for because we don’t have a choice on who provides this vital utility. IF a customer’s water usage is astronomically high (in my case I was told my average usage was 3300+ litres a DAY) Thames Water should be making it a priority to assess why this is happening.

To add insult to injury, I now must go through the process of claiming for a leak allowance. In the words of the engineer "you might be able to claim some money back".

‘Might’ isn’t a word I want to be hearing right now.

I have first-hand experience of why your company is going down the toilet. You should be investigated by Ofwat for this. The way I have been treated is disgusting and I will be escalating this further.

Date of experience: July 10, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

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Rated 5 out of 5 stars

Polite and patient young ladies

Polite and patient young ladies. Helped me with my bill.

Date of experience: July 10, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 5 out of 5 stars

Registering as a new customer …

I've suffer with anxiety and I was treated with care and understanding, although I was nervous, the agents made it easy for. Thank you to the two gentlemen that dealt with me.

Date of experience: July 10, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 1 out of 5 stars

Tardy service from Thames Water

2 months ago Thames Water engineers installed a water meter in my flat and a gaping hole was left behind. The engineers promised that a handyman would be sent over to plug the hole . A month later, when the handyman did not show up, I contacted the company via their web chat and I subsequently received an email from their Escalations Case manager who asked me to send photos of the damage. 4 weeks later and 3 unanswered emails the damage is still not fixed and I am left to grapple with insects that crawl through the hole into my home.

Date of experience: May 13, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

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Rated 5 out of 5 stars

Thameswater team ver good experience…

Thameswater team ver good experience it’s the first time I spoke with them they was amazing especially tania and lucshmi tania she speaks with and explained everything and she was very kind Im so happy thanks thameswater team

Date of experience: July 09, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch

Rated 5 out of 5 stars

A problem that arose with my bill

A problem that arose with my bill

I had no luck with the staff at the call centre.

I raised a complaint and the matter and more were dealt with very swiftly.

I am very impressed with how fast friendly and efficient the customer resolution staff member who i dealt with regarding my issues.

Thankyou Stephanie

Date of experience: July 09, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch

Rated 1 out of 5 stars

Lazy dishonest Thameswater

I called Thames Water to request my credit to be returned to me. They said I must give them a reading of the meter and in 15 days they would. One problem I called over almost 2 years ago for them to show me where the meter is located. First 2 times they canceled the next the person said I was not home. But was not true. So now almost 2 years later I do not know where the meter is and they refuse to refund my credit because I need a meter reading but they never came to show me where the meter is located. Now I understand why people are frustrated with this lazy dishonest company who cannot do basic customer service. Maybe stop paying the high bonuses to the top managers and not doing basic work. What a sad company.

Date of experience: July 09, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

Rated 5 out of 5 stars

Great customer service.

The call handler was amazing and dealt with my enquiry promptly. My call was answered promptly and the lady was very kind a nice.

Date of experience: July 09, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch

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Rated 1 out of 5 stars

called them to try and understand where…

called them to try and understand where and why my bill was going up as had been sent an email saying the average increase was 17% - mine was 40%!!!!, spoke to 3 different people all had no idea why prices were going up just said ofwat said it was ok.... none had any idea if they had increased the standing charge, water or sewage. None could explain why mine was 23% higher than the average.

a disgusting monopoly holding ofwat to ransom for a total lack of investment in infrastructure over 2 decades while they paid their shareholders huge dividends - who borrows money to pay dividends????? the whole business model sucks. go to hell i hope you go bankrupt and the government takes ownership and your shareholders get sued.

Date of experience: July 07, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

Rated 1 out of 5 stars

The worst company ever

The worst company ever. I had to wait over 2 months to have my water meter fitted. In the meantime they charged me for an unmetered bill at £75!!!! which is ridiculous. Once my meter was fitted i was only using around £6 of water per month and wastewater would’ve cost around £11. However it gets worse, the person who fit the meter forgot to change my account to a metered bill and i’m still getting charged £75!!!! Water is a necessity and you can not choose your provider, these sort of prices should be unacceptable and lower prices should be enforced by the government. I am still awaiting my bill to be amended and credit for all the months they’ve been overcharging me but when you call it takes hours to even get through to someone. Awful company, they don’t even deserve 1 star

Date of experience: July 09, 2025

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Reply from Thameswater

Thank you for providing us with your details. I've logged your contact within our system and we'll be in contact with you within the next ten working days.

Rated 1 out of 5 stars

Awful customer service

Awful customer service. I was just told to stay at home for the next 15 days so an engineer can come to locate the meter and give an accurate reading. Ridiculous

Date of experience: July 09, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

Rated 1 out of 5 stars

Absolutely awful

Absolutely awful! I wish I could switch provider! 8 years alone in the flat ,using water as usual, but bill keep going up and up ,now £300 for 6 months, ridiculous, previous was £235
Account number 900032083450

Date of experience: July 09, 2025

Thameswater logo

Reply from Thameswater

Thank you for providing us with your details. I've logged your contact within our system and we'll be in contact with you within the next ten working days.

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Rated 5 out of 5 stars

Finally sorted!

I wouldn't say my experience with Thames Water has been great but the service provided by Trina was.
After not being believed, wasting time with an engineer visit and being passed around I was put through to Trina. She understood my situation, checked the records at my property and set about correcting everything. She called when she said she would, kept me updated with the progress at every step and explained what was happening. Her actions and ownership of my issue definitely saved a complaint.

Date of experience: June 27, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 1 out of 5 stars

Awful

They asked me a questions for about 50mins and still I didn’t get any reduction they are so terrible and even they increased 40% bills with no reason, they are just greedy but I wish I could change the water supply because I really love a service of affinity water their questions are so simple and easy they don’t asked a silly questions for reductions

Date of experience: July 08, 2025

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Reply from Thameswater

Hi, I would like to start by apologising for the issues you've experienced with us. I've requested your details through Trustpilot so that we can review the points you've raised. Thanks.

Rated 5 out of 5 stars

Excellent service very helpful.

Excellent service and very helpful staff. Spoke with two ladies in different departments and both were extremely polite and helpful! Makes such a difference speaking to people rather than machines.

Date of experience: July 08, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 5 out of 5 stars

I was surprised my call to be answered…

I was surprised my call to be answered super quickly. Additionally, my matter was dealt with in extremely professional manner and by great responsive and polite team 😊 I would like to highlight that Trina was more than brilliant. Outstanding! Thank you - I was really nicely surprised

Date of experience: July 08, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

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Rated 5 out of 5 stars

Everything was very clear and the given…

Everything was very clear and the given information was very helpful. I’m happy with the service provided.

Date of experience: July 08, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 5 out of 5 stars

So glad i phoned

Excellent service. I put off phoning them for so long as i was embarrassed to admit that i was struggling. I'm so glad that i rang them. Jamelia from extra support was amazing. So lovely to talk to and was not judgemental at all. She was able to apply help to my account and helped with setting up a more manageable payment plan. I can't thank her enough.

Date of experience: July 08, 2025

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Reply from Thameswater

Thank you so much for taking the time to leave such a positive review about the service you've received. If you need anything further please don't hesitate to get in touch.

Rated 1 out of 5 stars

When you dont have competition who's cares about the service

Truly awful company so lucky they are the only supplier. Easy to not care about customers when they have no choice.

Date of experience: July 08, 2025

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Reply from Thameswater

Thank you for providing us with your details. I've logged your contact within our system and we'll be in contact with you within the next ten working days.

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