Thameswater Reviews

We had a problem with rats in our sewer getting into the house. Thames Water responded very quickly. The engineers were great. Very professional - knew what they were doing but nice guys too. I was very impressed with the quality of the service. They put down poison and returned to confirm no further activity.
Thank you (ref SA 1227862)

Date of experience: May 03, 2024

Dreadful company but unfortunately with the current system you do not have a choice who supplies your water.
They seem to rely on WhatsApp as their main communication method which is painfully slow, as their customer services email is no longer valid and trying to get through on the phone is almost impossible.
It is hardly any wonder this shambles of a company is so far in debt if this is a reflection of how things are run.
My only reason for not giving 1 star is that when I did finally manage to corner someone on WhatsApp they were fairly helpful

Date of experience: May 03, 2024

So after three years of waiting for one of the so-called Thames water managers to call me to explain to me why they have doubled my bill for no reason and now have put me into debt. The slippery, slimy scumbag still haven’t contacted me.

Date of experience: May 02, 2024

Thames water developer services has moved to India now. They are asking all sorts of stupid questions, to draw or give details of upstream manhole of up to 50 METERS!!! What is going on here?? the reduced the price from £299 to £70 so I can get someone who has no idea in India??

Date of experience: April 30, 2024

I am now of the opinion that Thames Water are the worst company I have ever dealt with. Recently I had a situation where I followed their recommendation and used their WhatsApp messaging service. Not only did I not receive a punctual reply, when I did the replies were "creepy" and continued late into the night. I complained and a very helpful lady wrote back to me having investigated the matter. I was given a credit by way of an apology. Sadly, yet again, Thames Water immediately let themselves down incredibly badly again. I rang for the refund as per the instructions and spoke to someone who seemed to struggle for some time to complete the work. I was significantly in credit at this point so asked for a £60 refund. During the call I could barely hear the person I was speaking with due to the background noise. There was laughter and chatter and it sounded more like a party than a call centre. At one time the F word was loudly shouted by a male voice. Eventually I was told the transaction had been completed and I specifically asked had the £60 that had asked for had been refunded. I was assured that "yes" it had. A couple of days later, guess what? A £40 credit. So we have loud foul language and being lied to, to add to the complaint I am going to make to Ofwat. I simply cannot understand how this company can be so continually bad.

Date of experience: May 02, 2024

Oh my god, I decided to use the WhatsApp to talk to someone about my account. I dealt with the chat bot in a couple of mins, the chat bot said I will put you through to an advisor.... 3 hours have past and I'm still waiting. I will update you tomorrow to see if I get an answer a day later. Honestly, Thames water is so bad, the government should just step in and get rid of everyone in that company, they are all slow and useless.

Date of experience: April 29, 2024

I suddenly got a very high water bill as all previous bills were estimates. It is ridiculous that they charge for same number of cubic meters for fresh water and waste water. What a rip off!!

Sending these surprise bills is not ideal in those days when people are already struggling with various other financial challenges (cost of living, high interest rates, stagnant wage growth etc to name a few ). I'd request Thames water to send monthly actual bills to the customers.

Date of experience: April 26, 2024

Last October our monthly DD went from £16 a month to £28 a month with no warning sending our joint bill account overdrawn!!! When I checked online, we were £90 in CREDT!! So absolutely no need to increase the bilI !! I messaged them via Whatsapp and was told the bill would be recalculated this April and would go down again due to the amount of credit. New bill came and they are still charging us £28 a month!! Again, I messaged to complain and this time was asked to provide our annual household income and any benefits we are on before further assistance. We are on a metre, our income has got nothing to do with them! We are a 2 person household who use very little water so we pay for what we use and are still £70 in credit!!! Useless company who have poisoned our local river with sewage!!!

Date of experience: April 28, 2024

Thames water are charging waste water volume as same amount as fresh water .
It’s just not possible to be the same amount going out as coming in , when cooking the water evaporates, cleaning cars and watering garden & cleaning windows ect , the water does not got down the waste pipes from my house . But they are charging for same volume of waste as fresh water .
They are ripping people off .

Date of experience: April 25, 2024

Absolutely shocking behaviour. Seems you can't run a company effectively.. Only actually capable of running it into the ground! Paying bosses and shareholders ridiculous sums of money and yet still discharging waste into our waterways.. And wanting to increase bills? Are you having a laugh!? About time you are re-nationalised...not even the UK government can do a worse job. Shame on you all

Date of experience: April 22, 2024

I cannot comprehend how stressful it has been dealing with Thames Water. We have lived in a property since December 2023 and we still have the wrong meter number on our system. Despite relentless chasing (to the detriment of my stress levels) to resolve and an actual engineer coming over to check, they actually replaced the meter instead of updating the details on the system. This is still an issue and despite raising a complaint, they have not updated our meter number. I cannot wait for this company to go bust. Absolutely awful!

Date of experience: April 24, 2024

I can only echo what is being said on this site. TW is ripping people off. They told us an actual meter reading was correct only for us to find that they were lying to us. We have to chase them to correct our bills. Stevie Wonder could well be in charge of their billing dept. Awful experience.

Date of experience: April 27, 2024

Date 23/04/2024 @3pm I have no water supply. I set direct debit for every month. They cut my water without my acknowledge or warning I have two kids we don't have any water at home. I don't know any responsible department to contact. Water Thames don't know either. I am in trouble with my partner and two kids where to go and what to do. It's really Disappointed.

Date of experience: April 23, 2024

Drain the swamp - in this case this applies to both:

a) our s**t-infested rivers caused by TWs illegal sewage dumping and
b) the greedy, useless fat cats that make up the company's board of Directors.

Thames water are about to try and hike bills by over 40% after Ofwat rejected their first proposal (quite rightly). Thank god we have an indepenedent ombudsman shielding customers like me from TW.

Heres the thing: if Thames Water hadnt borrowed £millions just so that its shareholders and bosses could trouser huge dividends then perhaps it wouldnt be on the brink of collapse and asking customers to foot a huge increase to their bill.

What they have done is akin to stealing billpayers money, and I for one wont pay a single penny in increased bills until Thames Water is nationalised and every single one of the board of Directors is sacked.

Date of experience: April 22, 2024

For 2 days in a row I have had various amounts withdrawn by Thames Water and after I contacted them to say I wanted the money back they lied to me and said they would cancel the second amount. and because they didn't do that I had to contact my bank to withdraw my money.

Date of experience: April 23, 2024

Honestly the best customer service I’ve received from a company in years! I called yesterday about a blockage in the sewer, answered immediately with case raised. Told to call back if escalated or someone would come within 72hrs - I called back the next day as water had stopped draining. Within an hour a giant lorry arrived, and the nicest two men cleared it in under 10min, checking that the private drains had correctly cleared afterwards, plus using cameras to make sure all clear. Honestly, could not fault a single part of the process

Date of experience: April 17, 2024

Notice a fresh water culvert had broken into our domestic sewerage lines that directly connect with the mains sewage pipe for the road. Therefore cross contamination exists. The incoming water flow is fast and goes under a daily used footpath, so therefore it is probably eroding the soil as well.

Raised 5 separate tickets on TW website.

Each and every one of them gets closed with random resolutions not related to issues noted.

Not once has there been a site visit.

Not once has there been a phone call or any engagement with the residents.

This has been going on since November 2023.

Shambles!

Date of experience: April 13, 2024

It should have been 0 stars. The equivalent of Equifax in a water supplier.

Extremely disappointed

Date of experience: April 30, 2024

Since we connected as metered service constant issue with billing .
First they charged us for a non existing meter which was connected somwhere else . Was way difficult to sort but done it patiently dealing with chat Agents and explain everything again ,again and again and no one listed.
Was hoping all will be okay but i got my new bill and there is a simple match figure issue and they wanted to pay extra £80
Now i am in a limbo again to get the bill corrected and hope to find someone would listen , understad and do it for me .
Not sure what is coming but please do check your bill and do not pay inmediately because they rob you !!

Date of experience: April 17, 2024

I have been battling Thames water for 5 months! When you finally get somewhere, your kinda still a million miles away! Thames water owe me alot of money! After eight conversations and the same lieing shhh.... I am still waiting for a bill even though there still taking money from my account! I get the same replies always 10 working days and of course nothing is ever returned! Gave meter readings 5 times, still no bill. There service and care for there customers is disgusting! I never want to ever deal with them again! I asked for a complaint link, guess what, that didn't come either. Absolute disgusting company! So overall 5months later still no bill, ( there taking money still ) still owe me alot of money, because apparently I had 2035 baths in one year and 264,000 cups of tea... check your own work any normal human can see this is wrong! But nope not cowboy waters. This message is a mess like there company. I don't care I am soo angry I will be taken this further in every possible way.

Date of experience: April 24, 2024