Thameswater Reviews 2,869

I live in a studio flat, my yearly bill is £680 does not make sense as there is no meter in the property. When I use the Thames water calculator it says that I should be paying £321 a year, but the customer service reps do not acknowledge that and do not want to reassess the estimate charges. I’ve been on the phone 3 times and no help was provided. They passed the complaint to a manager who did not even bother to leave his contact details and could not even leave a proper voicemail! I pay double the price of a 3 bedroom house in the same area, but again the robots that you want to call customer service repeat the same thing every time. It’s based on your location, what does that have to do with it? They were telling me to speak to my council only to find out that Thames Water is the only one responsible for the charges! Huge rip off that will be taken to the ombudsman!

Date of experience: April 26, 2025

Subject: Urgent: Acknowledging a Staff Member

Hi,

I need you to respond to this email as soon as possible. We have a staff member who deserves to be recognised and thanked.

Incident Details: There is an individual at Greenbridge in Swindon who needs to be acknowledged for his actions this morning (24/04/25). I would like to express my appreciation by offering him a £50 reward or something similar.

Please get back to me, and I’ll provide more details. This individual truly deserves recognition for his kindness.

Best regards,

VW Transporter

P.S. He’s a fantastic person; I can’t emphasise this enough.

Email Sent To Thames Water, But No One Has Responded Yet / CBA

Date of experience: April 24, 2025

This company like many other private companies are using their poor management as an excuse to hike prices. Thames and like many other water companies have failed terribly and abusing their power to raise bills. I try to change the payment date on my direct debit. For me to do so Thames said I will be charged twice as much. Here's the kicker, it will be an estimation. I just wanted to change a payment date that was all. But for me to do so I have to pay more for something I haven't used because their stupid computers think I should. I asked why not charge me for what I'm using they said that's not how their systems work. Essentially this is a corrupt company privatised that benefits the CEOs. They dump raw sewage and have terrible outdated computer systems that's charging people way more than they are using. An estimation should never be billed. Charge what people are using not what you think they will use in the future. It will get worse, and they are thinking of using KKR world's largest private equity firms to help them. Which means it will get even worse and more expensive. I hope these people get jailed.

Date of experience: April 22, 2025

Thames water have refused to give me a £400 refund because that account is now closed disgusting company

Date of experience: April 26, 2025

Thames Water rrived early April 5th, Saturday morning, blocked traffic, closed bus stop & went away. Several days later dug two holes and went away. Over 3 weeks on and at most on site 3 days in the week but only a few hours never a full working day. No information available except works would finish April 24th.
April 25th, road still blocked, no one working on site and two deep holes still there. Thames Water, when phoned said there were no works in the area!
The council charges huge fines for over running works so our bill payments paying fines!
Find it threatening that Thames Water want my personal details. Tried contacting them and got very little help - at first claimed they were not working in my are (Rast London) which is why I wrote the review.

Date of experience: April 05, 2025

Horrendous service. I am furious with Thames Water. I installed a COMPULSORY water meter and in the interim they have left a query on my credit report, which has drastically impacted my credit score negatively. How dare you! Disgusting service. I'm taking this to the Ombudsman

Date of experience: April 25, 2025

Horrendously unscrupulous company! Received hiked bill based on alleged 37 percent inflation rate which is absolute rubbish. As we are forced to give up many little commodities now will have to time showers and be mindful how many times to flush toilet. We are going backwards and sadly nobody can do anything about daylight robberies like this which have become a trend and is likely to get worse unless someone does something about it. Very shameful!

Date of experience: April 15, 2025

Dear Sir/Madam,

I am writing to express my deep concern and disappointment regarding an extremely distressing experience I recently had with Thames Water.

Without any prior notification or authorization, a significant sum of money was withdrawn directly from my bank account via direct debit. This unauthorized action caused considerable shock and distress, and I was left with no choice but to immediately cancel the direct debit arrangement to prevent further unauthorized access to my account.

It is completely unacceptable for any company—especially one that has benefited from the loyalty and support of its customers for decades—to engage in such practices. Thames Water’s actions in this matter appear not only unethical but potentially unlawful.

I believe it is high time that companies engaging in such behaviour are held accountable. Regulatory bodies should take serious action, including the imposition of fines, to deter this kind of conduct in the future.

I am sharing this experience in the hope that others who may be facing similar issues feel empowered to speak up. Consumers deserve to be treated with respect, transparency, and integrity—not taken advantage of.

Date of experience: April 01, 2025

Received an over estimated bill, rang customer services to give them an actual reading and get a revised bill. this took 23 mins on the phone talking someone (not on hold). Appalling service. Not surprised that they got a terrible rating. Unfortunately, we can't use anybody else.

Date of experience: April 24, 2025

A low water pressue issue and the technician discovered that my meter was installed to my next door neighbour by mistake so I have been paying my neighbour's water bill since Sep 2020. The technician raised the issue, a long conversation on WhatsApp with a person who was poorly trained and made promises that the issue would be resolved and yet weeks later, nothing has been done. Another long converstion on WhatsApp and she could only say the issue was 'being' raised two weeks after it was reported. Tried to book an appointment on line to have a meter installed correctly and that does not work. Received an email that was unreadable. Tried calling and after 30 minutes I was still number 18 in the queue. After saying I was raising the issue with Resolver and then CCW, I have now been promised a call from the relevant team. Not convinced this will actually happen any time soon. Easy to see from previous complaints why their rating in the toilet.

Date of experience: April 23, 2025

i have been paying my water bill estimated from October 2024 of £70 a month ,and i have a over payment of £350 ,why cant Thames water put my over payment toward my on coming bill ,so i don't have to pay £70 a month ,so i can by more shopping ,why are these company's ripping us off

Date of experience: April 22, 2025

It is very sad that Thames I being allowed by regulators and the government to be stealing from customers that are already feeling financial constraints. I live in a one bedroom flat and I was told that I could not be put on a lower tariff (single person discount) unless an attempt was made to install a meter and it was unsuccessful. The appointment was made and a meter could not be installed. Yahmes then wrote to say I was already on the lowest tariff which is a big joke because nothing had changed . They left my account as it was and I am being charge for water I am not using as I live alone, work long hours , so really I am not at home very much. Based on historical use at other metered properties, thames is aware that I do not use this much water. This is why companies like this will fail anf no matter what they do they will always fail.

Date of experience: April 22, 2025

I would like to know how you decide what to charge for unmetered 1 bed apartments same post code single occupancy, we are 3 flats within the same postcode but we are all charged very differently?very confusing and concerning

Date of experience: April 19, 2025

I’ve been paying my water bill monthly by card for over a year without any issues. I had just paid for April when I suddenly received an email saying I owed £672.13. No prior notice, no explanation — just a demand for urgent payment, as if I hadn’t paid for months.

Apparently, I was switched to a water meter tariff without being informed. Isn’t the point of a water meter to pay for what you actually use? This amount doesn’t make sense and no detailed breakdown was given.

When I tried to request an instalment plan, the system failed and showed an error. Also, I'm being told I need to set up a Direct Debit just to pay monthly — but when I tried that, the system also failed. Ironically, I've already been making monthly payments manually without any issues.

I was even told that if I don’t pay immediately, a debt collector might get involved. The whole process has been extremely stressful, confusing, and unprofessional.

I am asking for a clear explanation, a proper breakdown of this amount, and a reasonable resolution — without threats or system failures. I’ve done my part and paid consistently; now I expect the same level of responsibility and clarity in return.

Date of experience: April 17, 2025

We ran out of bottled water so used tap drinking water for first time for a long time and then realised why we have bottled water! My god, the taste of chemicals is overwhelming.It was not that long ago, when this company actually cared, the water tasted ok. Also the feeling that it is just not tasting fresh and clean is prominent in my mind.Really tastes like s**t. I can't believe I just had to pay £350.00 for half a years supply to this company that doesn't seem to give a toss about it's customers anymore. Sad but true. A lot of other companies have also gone down the toilet with their standard of service.No pun intended!

Date of experience: April 17, 2025

Sitting around in vans all day so they can start work at night/bank holiday to claim overtime. Last time they did this they kept us awake.

Date of experience: April 17, 2025

Obviously bills went up this April ... Mine went up 65%!! even though I was in credit . Went on their "chat" app .. "we can't adjust your bills here" I had to ring them "we can't adjust your bills here" wtf? They want your income/bills and inside leg measurement?? Ended up paying every 6 months , which is ok 👍 , but was told it could effect my credit rating?? Even though I was in credit Wtf . They then give me noticed , through my on line account,that I owed them £15 ? Ok but when I went to pay ... I was in credit?? No need to pay ..
I have been arguing with Thames water for the last few years , about my monthly payment , eventually getting it down and still ending up in credit??
The company is a shambles .
They actually have no idea about anything ... Except pollution, and leaks ,I have to admit they are really good at that 👍

Date of experience: April 17, 2025

After my previous disappointment at our water bill increasing by over 33%, and getting nowhere with customer service, we took their advice of getting a water meter installed....for our updated bill to increase even more!
Absolutely disgusting service, and wanting over £200 a month for 2 adults is an absolute disgrace. What a shame we are stuck with the supplier and are forced to pay what they decide to fill their pockets.

Date of experience: April 16, 2025

Diabolical billing experience with virtually no communication ability requiring constant repetition and conflicting billing advice after the fitting of water meters.Also appalling outsourced telephone skills with no knowledge and poor trading.The worst I have ever experienced from a Utility

Date of experience: April 15, 2025

So frustrated at the poor response to getting a leak fixed. Catalogue of errors, inconsistent and frustrating customer service. If I could choose a different provider I would.

Date of experience: April 15, 2025