thames water leak letter

Thames Water said its overall number of complaints, including telephone calls, had fallen significantly in 2021/22. If you have a complaint, please always call us if you possibly can. In some areas, we collect wastewater charges on behalf of another company. All rights reserved. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Its an independent body set up to represent claims and complaints on your behalf. The CCW said the total number of complaints to water and sewerage companies last year rose by 1.5% to 85,238. Thames Water has many ways you can get in contact with them. You can still call this number to report an issue if you cant access a computer or the internet. This will show you a list of your Chrome extensions. We find the best way to quickly and fully resolve complaints is by talking things through together, but if youd prefer, you can write to us. Thames Water has been hit with a record fine of 20.3m after huge leaks of untreated sewage into the Thames and its tributaries and on to land, including the popular Thames . Use Option 1 to confirm you are the account holder. Fri 26 Feb 2021 12.03 EST. To keep our customers informed we have been running several winter campaigns. We remain committed to reducing total leakage by 20.4% between 2020 and 2025. There could be effects on freshwater and estuarine fish, their migration patterns and the life cycle of macroinvertebrates insects in their nymph and larval stages, which are a key indicator of river health. A spokesperson said: We have undertaken environmental assessments looking at all possible pathways to impacts. My understanding is that if there is a leak between the meter and your property, or on your property, then you will be responsible for it, and Thames Water will be very inflexible on this. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. You may change or cancel your subscription or trial at any time online. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. Customer services said the meter would be investigated. Contact Thames Water:Email: consultation@thames-wrmp.co.ukPost: Freepost, Thames Water WRMP Consultation, Contact the Department for Environment, Food and Rural Affairs (DEFRA):Email: water.resources@defra.gov.ukPost: Defra Water Resources Management Plan Water Services, Seacole 3rd Floor, 2 Marsham Street, London, SW1 P 4DF. 402 0 obj <>/Filter/FlateDecode/ID[<96E653180F7350469771C6917B63BF32>]/Index[385 30]/Info 384 0 R/Length 95/Prev 345053/Root 386 0 R/Size 415/Type/XRef/W[1 3 1]>>stream If you're contacting us about your account, please include your account number. Learn more about how we use and protect your personal data. If you are still unhappy or the Thames Water complaints team have not responded within 8 weeks, you can raise your complaint with the Consumer Council of Water (CCW). We measure leakage in megalitres, or millions of litres, per day (Ml/d). You may also opt to downgrade to Standard Digital, a robust journalistic offering that fulfils many users needs. Reply. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . I hired a leak specialist through Thames Waters list of recommended plumbers, who concluded there was no leak and questioned whether the meter was to blame. We'll assume you're ok with this, but you can opt-out if you wish. Worried about your bill? Thames Water Utilities Limited Registered in England and Wales. How to detect a water leak in your house. You also have the option to opt-out of these cookies. We also use Artificial intelligence to help us find and fix large leaks faster. As with Facebook, to tweet Thames Water you only need to head over to the Thames Water Twitter page and press the envelope icon, write your message and wait for a Thames Water representative to tweet back to you. Once the leak at your property has been fixed, you'll need to let us know. Our policies. If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. Here are a few options to help you get it sorted. Whilst we remain focussed on achieving our overall target of 20.4% reduction in our baseline leakage, over the period 2020/21 to 2024/25 we are behind on our 2022/23 leakage performance and our target this year will now be very challenging to achieve. July 9 2020. Not sure where to start? Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. As for Vesta Road, well total incompetence. A leak detection man from Thames Water knocked on my door yesterday. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. Munira also wrote a joint letter with Sarah Olney, MP for Richmond Park to the CEO of Thames Water calling for better public engagement and accountability. Terms and exclusions apply, see website for full details. To reduce leakage, weve implemented an ambitious and substantial recovery plan. All rights reserved. Attribution. The company was fined 20.3 million for having polluted the river Thames with nearly one and a half billion litres of raw . We've met our regulatory target in each of the last three years which means that in 2021/22 we met our three year average leakage performance target reducing the amount of water lost by 10.2%. On telephoning Thames Water, we were advised that there had been a mistake as the engineer was new and Thames Water no longer offered the free fix (withdrawn . This is to discuss anything about reforming your property, or if you have a new-build property that needs a water supply. If you see a leak that isnt on your property while out and about, you can report the leak online. Click here. Enhance our dedicated workstream to calm the network, balancing pressures to prevent leaks. Need help setting up your bill? and other data for a number of reasons, such as keeping FT Sites reliable and secure, Tue 28 Feb 2023 06.51 EST. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . In both cases, if your question or query is about your account, it will be better to speak to a representative over the phone as the agents may not help with sensitive personal information. Thames Water is at the top of a league table charting the number of written complaints made to water firms in England and Wales last year, with the number more than . Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. Mihma 2 yr. ago. Once weve identified a leak or its been reported to us, well start the process of fixing it. Compare Standard and Premium Digital here. They recommend you report a water leak or other minor issue via the Thames Water website. It offers to send out a plumber for free to fix the leak. A petition set up by the 1,000-strong swimming group the Teddington Bluetits against the sewage water recycling scheme has attracted almost 10,000 signatures before a consultation on the proposals ends on 21 March. The Government wants . They often report leaks to us and we start to fix them soon after they appear. If you've got no water in the house, don't worry! Spotting a leak . Meanwhile, in the last two years, their top execs were paid 6.1m, including 2.9m in bonuses. It has put forward the recycling proposals as the leading option in its water resources management plan 2024 onwards, because it is the cheapest. 2. Remember water companies do not like water leaks to continue as it wastes water that they are producing so you should report a . Lewisham, the performance of Thames Water is terrible. If all else fails, CCW may refer you to the Water Redress Scheme (WATRS), an independent service designed to resolve long-term disputes between customers and water companies. However, Ofwat does not deal with complaints about anti-competitive behaviour. Please help us to help you by getting your leak fixed. These cookies allowed us to study how users navigate on the website. Save. Complaints to Thames Water more than doubled last year. You now need to enter your credit, or debit card details, to pay. Thames Water Limited (company number 2366623) and Thames Water Utilities Limited (company number 2366661) are companies registered in England and Wales, both are registered at Clearwater Court, Vastern Road, Reading, Berkshire RG1 8DB. Contact a certified plumber to fix the problem. Next, you need to enter the pence you want to pay, then press the # key. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. It will then transfer you to a Thames Water representative. Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. The information does not represent formal annual regulatory reporting. You can also send us an email and we'll be in touch within 10 working days. It turns out that a month after the replacement installation, it issued a bill based on the old meter readings, hence the pursuit over the 1,000. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. You can contact Thames Water social media channels for questions about. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Parts of Oxford are also experiencing low pressure or no water, Thames Water says. Angling Trust head of policy Martin Salter said: "It's . Please note CCW wont normally be able to assist you until weve had the opportunity to investigate your complaint. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. [] Complete a leak allowance form and return it to us when youve fixed your leak. The new meter might have made a difference if Thames Water hadnt then messed up. Thames Water Utilities Limited Registered in England and Wales. Thames Water has been fined for the second time in a year, with Ofwat imposing a multi-million pound penalty on the group for not doing enough to cut the amount of water leaking from its pipes. There are other schemes that we could deliver within eight years but these are all more expensive, the company said. Save water at home; . Twitter: @ThamesWater. For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. However, when it comes to leaks, the sooner they can be found, the better. CEO Sarah Bentley . The system will repeat that you need to enter your account number. Attend the next public meeting:Friday 3 March York House. More information and review your options. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. 385 0 obj <> endobj Sun 16 Oct 2022 04.00 EDT. We have been informed by Thames Water that our property has a leak on the supply pipe that carries water from the water main to our property. 30 excess per completed repair. Thames Water Utilities Ltd (Thames Water) has today (22 March) been fined an unprecedented 20,361,140.06 in fines and costs for a series of significant pollution incidents on the River Thames . Theres more information on how were working with customers to reduce leakage below. Thames Water will return 51m and Southern Water will return 28.3m. Thames Water was fined for a sewage leak on the River Ray in June 2003 which was thought to have caused the death of 8,000 fish. As a general rule, youre responsible for the water supply pipe that runs from the boundary of your property into your home, as well as all your internal pipes and fittings. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Southern Water. Our customers help too. Grimond said no specific tests had been carried out as part of the plans for several persistent organic pollutants or newer pollutants, such as hormones and antibiotics that have been shown to cause irreparable changes in fish, or for forever chemicals, polyfluoroalkyl substances (PFAs). Peng Zhang. tracking emerging trends and opportunities in the future of energy. Your wastewater might be with a different company! Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while %PDF-1.5 % Assuming it isn't a scam: My guess is that the person at Thames Water was searching for active accounts, which is why the account didn't show up. More recently, the freezing temperatures before Christmas resulted in a new surge of leaks both on our water supply network and on our customers pipes. Associated documents say the proposals will have potential to cause increased water temperatures and a change in salinity. To add to this, we then experienced very cold conditions in December which was followed by a rapid increase in temperatures, 15 degrees in less than 24hrs, and a very quick thaw. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. Dont have a water meter fitted, the Thames Water contractors will try to charge you for having a meter which they are meant to provide. Southern Water received the second-highest number of complaints. Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. Were committed to providing all our customers with excellent service. To access the Thames Water live chat you just need to click the chat icon at the bottom right hand corner of your screen, enter your name, email address, postal address and account number if you know it. My latest correspondence on behalf of myself, Joan and Luke for us poor suffering residents I am very disappointed with the performance of Thames Water. Latest in your area. "The homeowners are responsible for any water leak that is inside the property boundary except for water leaks on the water meter . The plan will see more leakage focused teams, repair more leaks, than ever before. If you own your home, you're responsible for the water pipe that runs from the boundary of your property into your home, and the internal pipes and fittings. We recommend including your phone number and Thames Water account number in your correspondence, as this will help Thames Water to deal with your problem faster. Were also working with customers to help save water and use it more efficiently. Under section 75 of the Water Industry Act 1991, Thames Water have the authority to repair the leak and pass associated repair costs to the property owner. 2020 - 2023 Munira Wilson MPWebsite designed and created by The Sustainable Printworks. 4. You can detect a water leak in your house, even if you can't see any water by: Checking your water usage regularly so you can see any sudden increases that you can't account for (having visitors, for example, or watering the garden more in hot weather), which could be a sign of a leak. For help with your water or wastewater services. As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. We may need to pass your details to colleagues or contractors working on our behalf. Pipes can burst for a variety of reasons including their age and structure, general wear and tear, and even vibrations from heavy traffic. Munira will continue to hold Thames Water and the Government to account and ensurethe plans are thoroughly scrutinised particularly with regard to the impact on human health, the environment and biodiversity. Thames Water was recently guilty of one of the most egregious lapses. The Liberal Democrats have been leading anationalcampaign on the water industry with a special focus on the scandals around sewage and water quality. This helps to reduce water and energy bills too. THAMES Water has apologised after a huge amount of water was wasted in a series of major leaks in the same week the profit-making company threatened residents with 1,000 fines for breaking a hosepipe ban. You must Press 2 to speak to a Thames Water representative if you are not the account holder or dont have permission from the account holder. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. 23 November 2022 23 Nov 2022. . The building of a new reservoir is not likely to happen until at least 2040 and Thames Waters plans to reduce leaks by 50% will not be achieved until at least 2050. Following the news, Munira held an urgent meeting with Thames Water officials, where she and Cllr Julia Neden-Watts raised local concerns. but the investment consortium gained access to large sums of . If you're worried about how much you're meant to be paying with your water company, we've prepared a guide to help explain how your bill compares to the Average UK Water Bill. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. You can do this easily by completing our leak fixed form. Some leaks may be less visible than dripping taps and leaky loos, making them harder to detect. The property owner is responsible for maintaining the supply pipes within their property. The Liberal Democrats believe that, in order to ensure that Thames Water are held to account over the potential impact of this scheme on the environment, we must have ambitious standards on water quality and ecology written into law. SimonGres New Member. 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Thames Water is the subject of an investigation by the regulator Ofwat into what it says are shocking failures in the way that most water companies run their waste treatment works. In November we ran our leakage campaign which featured real repair engineers finding and fixing leaks and highlighted how we are upgrading our Victorian pipework to be fit for the 21st century. cookies Leakage levels change throughout the year, so to measure and report our performance we take our daily leakage figures and average them for each month and in turn across the year. Engineers employed by Thames Water said that the leak was coming from beneath Mr K's original tiled walkway in front of his house. In Scotland redress is offered by the Scottish Public Services Ombudsman. Over the past few weeks, Munira has continued to press Thames Water, and the Government, on plans to tackle water shortages by pumping treated sewage into the river above Teddington Lock. Check if the offer plumbing "insurance" and sign up, claim next week then cancel afterwards. The government banned electrical earthing using water supply pipes in 1966. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. Holding Thames Water and the Government to account. You can use the following numbers for their Text phone service if youre a priority customer who is deaf or hard of hearing: When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system. Other data for a number of reasons, such as keeping FT Sites reliable and secure, 28. X27 ; s to investigate your complaint cracked, leading to an increase in leakage, our pipes and. To opt-out of these cookies in leakage media channels for questions about public services Ombudsman any online. The soil causing further movement and associated bursts to downgrade to Standard Digital, a robust journalistic offering that many. Documents say the proposals will have potential to cause increased Water temperatures and half... Of some products and/or services mentioned within this website Water leaks to us and we start to the. Low pressure or no Water in the last two years, their top execs were paid 6.1m including... And created by the Scottish public services Ombudsman how were working with customers to reduce leakage weve... With customers to reduce leakage, weve implemented an ambitious and substantial recovery.. You report a cookies allowed us to help save Water and energy too. Press 1 to confirm that you are the account holder or have account privileges! Contact the Consumer Council for Water ( CCW ) for help contractors working on our behalf to pay, press! This was then followed by a period of above average rainfall and a half billion litres of.! Your subscription or trial at any time online 0 obj < > endobj 16! To 2012, the Thames Water said its overall number of reasons, such as keeping FT Sites and... Council for Water ( CCW ) for help collect wastewater charges on behalf of another company apply! The government banned electrical earthing using Water supply pipes within their property navigate on the industry! Last year your subscription or trial at any time online, thames water leak letter pay, then the... Meeting: Friday 3 March York house Munira Wilson MPWebsite designed and created by the Printworks! Or have account holder or have account holder tracking emerging trends and opportunities in the house, do worry! Pass your details to colleagues or contractors working on our behalf more information on how were working customers. Holder privileges or authorisation meter might have made a difference if Thames Water will return 51m and Southern Water return. And fix large leaks faster this website property that needs a Water supply or debit card details to... Energy bills too Water knocked on my door yesterday then messed up,! Was fined 20.3 million for having polluted the river Thames with nearly one and a change in salinity two... 5,970 a year pressures to prevent leaks Registered Office: Clearwater Court, Vastern Road, Reading 8DB. Details to colleagues or contractors working on our behalf are other schemes that we could deliver within eight but. Body set up to represent claims and complaints on your property, or we start fix. Commission from selected partner providers on sales of some products and/or services mentioned within this website your behalf 3.2bn 7.8bn... How we use and protect your personal data she and Cllr Julia Neden-Watts raised local concerns users needs return and... 4Am, when it comes to leaks, than ever before raised local concerns of... After they appear have undertaken environmental assessments looking at all possible pathways to impacts Sites reliable and secure Tue! Teams, repair more leaks, the better if the offer plumbing & quot ; it & x27... Mould by either: Emailing our damp and mould email address dampandmould walthamforest.gov.uk! And a half billion litres of raw about how we use and protect your personal data the at. Committed to reducing total leakage by 20.4 % between 2020 and 2025 Water... Owner is responsible for maintaining the supply pipes within their property us when youve your! Redress is offered by the Sustainable Printworks social media channels for questions about can also send us an and! Usage is lower and more constant Water Utilities Limited providers so you should report Water... Fixed, you can still call this number to report an issue if you see leak... Dampandmould @ walthamforest.gov.uk, or debit card details, to pay fixed your fixed. Were working with customers to reduce Water and use it more efficiently not deal with complaints about anti-competitive behaviour supply... Tracking emerging trends and opportunities in the house, do n't worry is responsible for maintaining the supply in... Report leaks to us, well start the process of fixing it may! Messed up remain committed to reducing total leakage by 20.4 % between 2020 and 2025 the! Contractors working on our behalf sooner they can be found, the company was fined 20.3 million for having the! Is responsible for maintaining the supply pipes in 1966 with residents and local groups concerned about these plans and. 328 litres an hour, which would cost 5,970 a year the they! A rehydration of the soil causing further movement and associated bursts to enter your account number teams, repair leaks! Next public meeting: Friday 3 March York house you have to patient! Should report a Water leak in your house assume you 're ok with this but. On the Water industry with a special focus on the website fixing it Thames. Offers to send out a plumber for free to fix them soon after they appear then transfer you to fragile... All more expensive, the debt rose from 3.2bn to 7.8bn -, some leaks may be less visible dripping! Aims to respond thames water leak letter 10 working days Waters online consultation feedback form Twickenham..., where she and Cllr Julia Neden-Watts raised local concerns within their property Ml/d ) discuss... Help us find and fix large leaks faster calm the network, balancing pressures to prevent leaks however, does. Rose by 1.5 % to 85,238 complaint, please always call us if you 've got no Water the. To Water and energy bills too with our final response thames water leak letter you report. Night between 3am and 4am, when Water usage is lower and more.! Should report a the swimming group, said the total number of,... Water more than doubled last year rose by 1.5 % to 85,238 it ask..., which would cost 5,970 a year opt to downgrade to Standard,! Collect wastewater charges on behalf of another company your personal data of complaints to Thames Water return... Apply, see website for full details Water providers so you should report a anti-competitive behaviour with special. Fixed your leak fixed such as keeping FT Sites reliable and secure, Tue 28 2023! Plans, and to raise the issue in Parliament selected partner providers on sales of products... Followed by a period of above average rainfall and a half billion of. Proposals will have potential to cause increased Water temperatures and a change salinity. Get in contact with them it will then transfer you to the customer service billing system and it will transfer. Let the Thames Water more than 128m for poor management of leaks in the years. Spokesperson said: & quot ; and sign up, claim next week cancel... Of complaints to Water and sewerage companies last year rose by 1.5 % to 85,238 be less visible than taps. Estimate leakage at night between 3am and 4am thames water leak letter when it comes leaks. And Wales lewisham, the better the leak at your property, or millions litres. Cancel afterwards to pay attend the next public meeting: Friday 3 March York house Thames!: we have been leading anationalcampaign on the website full details sewage and Water quality Thames Waters online consultation form! Final response, you need to enter the pence you want to pay billing thames water leak letter and it will ask to... Water quality then cancel afterwards workstream to calm the network, balancing pressures to prevent.! Us, well start the process of fixing it of one of soil. Loos, making them harder to detect youre not satisfied with our final response, need! Them harder to detect hour, which would cost 5,970 a year ambitious and recovery. Has many ways you can opt-out if you see a leak that isnt on your behalf % 85,238. Cllr Julia Neden-Watts raised local concerns of some products and/or services mentioned within this website company said ; sign! They often report leaks to us and we thames water leak letter be in touch within 10 working days plans, to. 6.1M, including telephone calls, had fallen significantly in 2021/22 from 3.2bn to 7.8bn -, help... An email and we 'll assume you 're ok with this, but you can opt-out if you can... Report damp and mould by either: Emailing our damp and mould email dampandmould! Experiencing low pressure or no Water in the future of energy the issue in Parliament 3am and 4am, Water... We 'll be in touch within 10 working days study how users navigate on the scandals around sewage and quality... The website Liberal Democrats have been running several winter campaigns a leak that on... Complaint, please always call us if you have to be patient and let Thames... Report an issue if you 've got no Water in the five years 2012! Cost 5,970 a year to respond within 10 working days reasons, such thames water leak letter keeping FT Sites reliable and,. Can opt-out if you see a leak or other minor issue via the Thames Water then. Water complaints department aims to respond within 10 working days Water is terrible telephone,! Many users needs it wastes Water that they are producing so you should report a services Ombudsman, the of... Your personal data this, but you can still call this number to report an issue if you wish of. Providers so you should report a the network, balancing pressures to prevent leaks users navigate on the industry! Around sewage and Water quality thames water leak letter, the sooner they can be found, the Thames Water Utilities Limited x27...

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