Review Time
I have received my bill from Thames Water which covers the period from 1st April 2026 to 31st March 2027. They have told me that based on their illegal calculations, I owe them £371.39. They have also said I owe £0.98 to a debt collection agency(this is news to me as I was not aware of any sums being passed to a debt collection agency).
The most damning part of their communication is that they want me to pay the full sum of £370.41 by 1st April 2026.
Thames Water are known for irregular and over the top household water bills. The evidence speaks for itself!
For years, I have been challenging them about my water bills in particular, after discovering my water charges are based on my postcode and the type of property I reside in. I do believe that I am paying over and above what I should be paying. My attempts in trying to resolve the matter did not materialise as the incompetence of their customer services departments and agents that I spoke to, said one thing and acted completely different repeatedly, over the last 3 years.
Given that it is highly impossible to speak to a competent person or for actions to be taken based on truth, I have chosen to use this platform to address the erroneous manner in which the demand to pay the illegal sum by 1st April 2026 has been notified without any prior discussion or warning.
I am a pensioner on their priorities list register; something that was notified to me on more than one occasion.
I have always paid my water rates through monthly installments(due to mobility issues, I cannot always get out and have to rely on others to pay my bills and for this reason, bills would be paid bi-monthly). Thames Water are totally aware of this situation.
For the records Thames Water, I will not be paying you the sum of £370.41 by the 1st April 2026. I will continue to make monthly and/or bi-monthly payments by choice. You cannot dictate to or bully me into making the payment in full. The charge is from April 26 to March 27 (365 days).
I did not enter into any agreement with a debt collection agency, on this basis whoever the agency is, I am not their client.
Whilst I have the lived experience of knowing that you pay lip service to your vulnerable customers, I am not fooled by your dishonest lip service you allege to implement to your priority services customers. The truth is you don't care, you will always put profits before human beings to fatten your bonuses and or to contribute to your charges in areas for which you have amassed hefty fines.
Please do not respond with an apology by saying that is not how Thames Water works or for me to contact you...It doesn't work!
My account number is:
900046428455.
About July 2025 after contacting thameswater concerning high bills thameswater water told me to go back to DWP about the payments they were making to thameswater and after 2 months or more I found out I've was paying a family's water bill now today I've just found out the DWP are paying £14.08p a week to thameswater and the same circle is starting again thameswater didn't want to listen to me when I tried to explain how I was paying someone else's account ,and engineer was called out finally last year and the fault was in the smart meters. All way through this I've had cancer i had major surgery the end of October 25 and I've been paying thameswater which shows on my account the manager i spoke to was so unhelpful I pay £10 nearly every week that all that shows on my account I've just done a quick bit of calculation and it's about £45o gone missing this is the second time the last time DWP was blaming THAMESWATER and visa versa IT WAS THAMESWATERS FAULT
Reported blockage in toilet, less than 24hrs all fixed, blockage cleared & line flowing kept up to date with job, via texts. Engineers were Cliff & Tyler overall great service 10/10.
I've notified Thames water about a blockage and they promptly send a team. Armando and Carlo were very professional and they sorted the issue straight away. Thank you guys!!!
I had the unfortunate situation of my garden drain being blocked and sewage leaking in my garden. However I had the absolute pleasure of meeting Rob & Brian who I believe are technicians and speaking to Akhmed in the customer services department for Thames Water. All 3 of the guys were absolutely fantastic and so kind! Rob and Brian incredibly thorough, respectful of my property and very kind and personable. I was working from home and could hardly tell they were here! Akhmed in the customer services department on the phone as well was brilliant, so kind, very thorough and thoughtful. He even took it upon himself to check in with me after the job was completed to make sure everything was fine. I was very taken aback by how great these guys are and so very grateful to all 3 of them for being so kind and incredibly passionate about what they do to ensure the customer is OK. Thank you all!
I had an issue with a blocked drain at my property and had Michael Smith and Sam Price attend today. They were absolutely brilliant, incredibly respectful of my home; polite, friendly and clearly passionate & tenacious about doing a very thorough job to resolve my blocked drain ASAP! I couldn’t have asked for more and really appreciated both Michael & Sam’s help, if you have a workforce of Michael & Sam’s, Thames Water are doing an incredible job!
Our drain was blocked and overflowing. Terry Spullock turned up first thing in the morning and unblocked it. He made sure that he identified the issue, sorted it, clean and disinfected the area and the tools that we had used to salvage the situation the previous day. He also clearly explained the drain structure, the issue, how he rectified it and what we can do to help. He also advised us to call Thames Water first if anything occurs again. Thank you, Terry.
The engineer-Alex- was a true professional from the beginning to the end . He wasn’t only highly adept at his profession but he was also really kind , well spoken and very helpful . He treated me with respect and took my problem , concern seriously. I am grateful to him for solving this truly worrying problem
Engineer - Ian
Great experience given by Ian, started off with a courtesy call to me 30 before arriving, very polite and friendly on the phone.
On site was shown where the drain was and proceeded to lay out all the safety cones and fence, cleared the blockage in no time and without fuss.
Cleaned the area well and cleared up all his equipment and left the site as if he was never here.
A true gentleman and someone who I would definitely employ in my company.
***** service.
0 rating. Appalling service. I have spent 4 months dealing with the incompetence of this company, literally spend hours on hold, at times only to be cut off. Reported a water meter leak in September, an engineer attended in December to confirm leakage and liability is with TW. Had emails to confirm will be fixed on the 20th January. Didn’t hear from them. Spoke to then on 27th, told the meter isn’t leaking. Phoned today (30th) told engineer took photos, wasn’t there to fix it, just take a look.. meanwhile was billed for £250 month! The stress is unbelievable, no one knows what they’re doing! I need to pass this on to off wat. Absolutely useless.
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