Thames Water: Moving Home, Contact & Login Details

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Thames Water is synonymous with water supply in London. If you have just moved in or around London, you will have to most likely deal with the Thames Water moving home process. Be aware that Thames Water also deals with sewerage and sanitation management for much of London and surrounding areas. Find out about getting in touch with Thames Water, logging in to your account and more.


If you’re an existing Thames Water customer or you’ve just moved into the Thames Water supply area, we’ve got all the information you’ll need for moving home, getting in contact, and closing your account with Thames Water.

Thames Water Moving Home

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When it comes to interacting with Thames Water, moving home is right up there in terms of common queries. Let's take a look at the main Thames Water moving home queries.

Thames Water Supply Area

To check that Thames Water is, in fact, your water company, you need to check that you are actually in the Thames Water Supply Area. You can easily do so on the Water UK website with its handy postcode checker.

If your postcode doesn't tell you whether you're in the Thames Water supply area, you will have to speak with your estate agent or property manager to get the answer.

Alternatively, you can also call Thames Water directly or start a chat from the "Contact Us" section of their website. You can reach out to Thames Water on 0800 980 8800. Their helpline is available Monday to Friday 8am - 8pm, Saturday 8am - 6pm but not Sunday.

thames water supply area map

Register as a New Customer

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If you know you haven't been with the company before, you will need to register as a new Thames Water moving home customer. You can do that online through the Thames Water website. To complete the registration, you will need to provide the following details:

  1. Full name for the account holder
  2. Contact phone number
  3. Main email address for the account holder
  4. Account holder payment details
  5. Home address of the account holder

Thames Water also gives you the option to contact them for help with registration. You can do so on 0800 980 8800. The phone line is open Monday to Friday 8am-8pm, Saturday 8am-6pm but on Sunday, they are closed. It's also worth mentioning that the contact section of their website has a chat popup you can use to speak with someone at Thames Water.

If you need any help getting started with Thames Water, check out the guide on How To Set Up Your Water Bill.

How hard is the water with Thames Water? Water hardness varies across the country, but with Thames Water the water is typically hard as with most of the South East. This is due to the higher concentration of minerals in the water from the rocks in the area. If you want to find out more about hard and soft water, check out our Water Hardness guide.

Thames Water Existing Customers

If you are an existing customer with Thames Water moving home, you will need to have your Thames Water account number to register for an online account to change your home address and see if you are still in the Thames Water supply area.

Closing Your Thames Water Account?For customers with Thames Water, moving home may mean closing their accounts. The Thames Water close account team prefers knowing that you are going to move and potentially close your account up to 27 days ahead of time. However, customers moving home should notify the Thames Water close account team at least two days before moving out. Make sure you take a note of your water meter reading before you leave.

How Can I Get In Touch with Thames Water?

Thames Water has a main customer service phone number. This is a good starting point to get in touch with Thames Water. The main Thames Water phone number is 0800 980 8800. Additionally, several parts of the Thames Water website have parts that will let you initiate an online chat with someone at Thames Water.

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Are Thames Water Meters Compulsory?

Although the law states that only newly built property must have a water meter installed, Thames Water has obligated all its customers to have a water meter since 2019. Thames Water customers will be given a one-year comparison period to see how their current bill compares to being on a water meter.

Thames Water instals smart water meters that send your water meter reading automatically to Thames Water. This means you don’t have to worry about reading your meter every month as the data will be sent every hour.

If you want to learn more, check out our guide on Thames Water Meters.

Thames Water Contact

Thames Water contact options are varied and cover multiple telephones and online channels. Let's have a look at the best Thames Water contact methods.

Thames Water Contact Phone Number

Here you have a comprehensive Thames Water contact phone number list, so you can reach the most relevant team at Thames Water.

Thames Water Contact Phone Numbers
Thames Water Team Phone Number Opening Times
General Queries 0800 980 8800 Monday to Friday 8am-8pm
Saturday 8am-6pm
24-hour leakline 0800 714 614 24/7
Customer service 0800 316 9800 24/7
Flooding (Environmental Agency) 0800 807 060 24/7

Thames Water Online Chat

The Thames Water website has an online chat box if you prefer to chat online instead of calling over the phone. Before you can start chatting with a Thames Water representative, you will have to select one of the following reasons for starting the chat:

  1. Reporting Water Pollution
  2. Billing Query
  3. Account Query

Once you have selected the Thames Water chat option that is relevant to you, you will need to provide the following details:

  1. Full Name
  2. Email Address
  3. First line of postal address
  4. Postcode
  5. Account Number

If you don't have or don't know your Thames Water account number, just enter 0 to proceed with the online chat.

Thames Water Social Media

Thames Water has a robust social media presence both on Twitter and Facebook. In fact, Thames Water Facebook and Twitter are recommended contact channels for several queries and issues including:

  1. Report or check the status of leaks
  2. Check the status of repairs
  3. Report a problem
  4. No water or low pressure
  5. Water hardness queries
  6. Help with turning water on or off
  7. Plumber recommendations
  8. Reporting flooding
  9. Blocked drains

You can use both the Thames Water Twitter or Facebook to get help with any of the water supply issues listed above.

It's worth noting that Thames Water is responsible for sewerage and drainage for a number of areas where the designated water supplier is Affinity Water.

Thames Water Problems

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Sometimes we have problems with our water supply and need to report. Sometimes these problems are due to scheduled works that are resolving an issue found in the supply. Other times they can be sudden and unexpected. It is recommended that you keep an eye on any scheduled works which are ongoing in your area.

Thames Water’s web page allows you to report any Thames Water problems that you think might be a big issue. There are easy links to report:

  • Sewer Flooding
  • Pollution
  • No water or low water pressure
  • Leaks
  • Blockages
  • Broken manhole cover or lids
  • A problem at the Thames Water site

You can even use an interactive map on their website to view the incidents in your area.

If you are experiencing any Thames Water problems, you can give Thames Water a call on 0800 316 9800.

You can also check our guide if you don’t have water in your house.

You can also check our No Water in House guide to help you get your supply on quicker.

Thames Water Complaints

If you have any Thames Water complaints, about billing or issues with your water supply at home, you can give the Thames Water complaints team a ring on 0800 980 8800. Unfortunately, you can’t switch water suppliers so you will have to be patient and let Thames Water try and fix the issue.

If it’s been longer than 8 weeks and you either still haven’t received a response or you are dissatisfied with the response, you should take your complaint to the Consumer Council for Water (CCW) who acts like an ombudsman for the water market.

If you are unsatisfied with the CCW’s response, you can escalate your complaint once more to the Water Redress Scheme (WATRS) who deal with long-term disputes. Do not take your complaint to the water regulator Ofwat since they will not be able to help you. Ofwat only deals with anti-competitive behaviouranti-competitive behaviour in the water industry.

Thames Water Login

The Thames Water login page lets you access your online account. To log in to your Thames Water online account, you will need to type in the email and password for your account.

If you have forgotten your email or password you have options to recover them. To recover your email, you will need to provide a correct Thames Water account number, your last name and postcode.

Once you have recovered your email, you'll then be able to recover the password linked to your Thames Water account.

With a successful Thames Water login, you will be able to start access the following features:

  1. Add more account holders to the Thames Water account
  2. Sort out changes to Direct Debit details
  3. Download your bills so you can print them
  4. Pay your bill online
  5. Update details
  6. Thames Water moving home notification
  7. Switch to paperless billing

Thames Water Pay

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If you are looking for Thames Water pay methods, you'll be happy to know that there are several ways to pay Thames Water bills. Your Thames Water bill will also have all your water rate information on there. You can pick one that works best for you:

  1. Direct Debit
  2. Pay Online
  3. Pay over the phone
  4. Pay by post
  5. Pay at Post Office
  6. Pay by phone
  7. Pay with a Thames Water Payment Card

To pay by phone you can call up the main Thames Water helpline at any time to settle what you owe with your Mastercard or VISA card. Unfortunately, Thames Water is unable to accept American Express payments.

prepaid card

Thames Water also has a prepaid card that you can load up at Paypoint and Payzone locations (such as corner shops). You can use the Thames Water Payment Card to pay your water bill in instalments.

Alternatively, you can take your bill to your local bank branch or Post Office and pay it there. You can also pay by cheque at the bank, just make sure the cheque is made out to: Thames Water Utilities Ltd.

If you'd rather avoid queueing, you can mail your cheque, made out to Thames Water Utilities Ltd, to the following address to make your payment:

Thames Water
Customer Services
PO Box 234
Swindon
SN38 3TW

Additionally, if you are travelling you can still settle your water bill with Thames Water thanks to international bank transfers. Here are the details you need so that any reputable financial institution in the country you're in can initiate a bank transfer.

  • Sort code: 60-00-01 Account number: 0028 6125
  • IBAN number: GB55NWBK60000100286125
  • BIC number: NWBKGB2L (if required)

If there's only space for the BIC or IBAN, always go with the IBAN. Make sure to add your account number, which you can find on your water bill, in the comment field to ensure the payment is correctly applied to your account.

There's more than one way to pay Everyone’s finances are different and some people manage their payments with one method over the other. With water bills, there are a lot of options to pick from and it’s important to find the one that is most comfortable for you. Check out our How To Pay Your Water Bill guide to find out more.

If you want to check how Thames Water customers compare with the rest of the country, you can view our guide on the Average UK Water Bill.

Thames Water Close Account

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If you’re moving out of the Thames Water supply area, you’ll need to close your Thames Water account. The Thames Water close account process is a very simple process that only requires a few clicks on their website or by calling the Thames Water close account team on 0800 980 8800.

In order to complete the Thames Water close account process, you'll need the following information:

  1. Your new address
  2. The date you're moving out
  3. Your Thames Water account number

If you are a metered customer, you should also take a note of the meter reading on the day you leave to make sure your final bill details exactly what you owe. You should give this to the Thames Water close account team so they know exactly how to calculate your final water bill.

If your account was in credit, the Thames Water close account team will refund your account automatically if you are paying by direct debit. If you’re paying with another method, the Thames Water close account team will find a way to get your money back to you.

If your account was in debt, you can arrange for a payment plan with the Thames Water close account team to pay it off, or just pay it off on the day you leave via one of their payment methods. In case you are struggling to pay your water bill, the Thames Water close account team can help discuss the different options for help available before closing your account.

Once everything is settled, your Thames Water close account team will close your account.

Thames Water Customer Service

Thames Water customer service can be reached on their main two numbers:

In order to close your Thames Water account, you’ll need the following information:

  • 0800 980 8800 Monday to Friday 8am-8pm, Saturday 8am-6pm for general queries
  • 0800 316 9800 open 24/7 for urgent customer service regarding water supply issues.

It's worth noting that their phone lines can get busy, especially on Monday evenings and at times when there are repairs or outages across large areas of London.

How Do I Get a Refund from Thames Water?

You can get a refund from Thames Water when requesting a final bill as you move out of your home. If your Thames Water account is in credit, you will get a refund in one of two ways:

  1. If you move to an area that is not supplied by Thames Water, your refund will be processed in 5 to 15 days. You will receive the funds through your normal payment method.
  2. If you move to a home that is still within the Thames Water supply area, your credit will be applied to your Thames Water account.
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