Thames Water Contact: Help & Complaints

Thames Water Contact

Do you want to speak to Thames Water about your bill? Have a Thames Water related issue that needs to be fixed? Not sure where to start? We’ve got all the information you need to find the best way to speak to a representative at Thames Water.


How can I get in touch with Thames Water?

You can contact Thames Water by phone, email, live chat, or even by good old-fashioned letter.

We’ve found all the ways it’s possible to contact Thames Water and broken them down so you can find the best way to contact Thames Water for you.

And should you want to contact Thames Water to discuss reducing your bill, read our tips on lowering your water bill.

What’s the Thames Water contact number?

Would you like to contact Thames Water by phone? Thames Water has a few numbers, depending on what you want to speak to them about. We’ve listed every Thames Water contact number below for you.

Thames Water Department Phone Number Opening Hours
Customer Service 0800 980 8800 Mon-Fri 8am-8pm, Sat 8am-6pm
24-Hour Leak Line 0800 714 614 24/7/365
Wastewater & Emergencies 0800 316 9800 24/7/365
Priority Service Helpline 0800 009 3652 24/7/365

You can use the following numbers for their Text phone service if you’re a priority customer who is deaf or hard of hearing:

Thames Water Department Phone Number Opening Hours
Billing Enquiries 0800 316 6899 24/7/365
Wastewater Services 0800 316 9898 24/7/365
Text Relay 18001 0800 980 8800 24/7/365
Emergency SMS messaging service 07747 646779 24/7/365
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Can I speak to a human at Thames Water?

When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system - or the annoying robot voice, as you might refer to it.

We’ve called Thames Water and have step-by-step instructions on how to navigate the Thames Water phone number robot. Follow our simple instructions to speak with a human at Thames Water faster than ever before!

Customer Service

Thames Water Customer Service 0800 980 8800

You should call customer service when you are calling about your Thames Water bill, you want to query your account, or if you’re a new customer and want to speak to a representative to get registered with Thames Water.

When you call Thames Water customer service, you have two options:

  1. Pay a bill
  2. Anything else

Option 1

magnifying glass looking at paper

This is a 24-hour automated line. The automated system is quite fast, so have this information ready to hand when you call:

  1. Thames Water customer account number
  2. Your credit or debit card details
  3. How much you want to pay in pounds and pence

It will ask you to enter your 10 or 12-digit Thames Water customer account number. You can find this at the top of your Thames Water bill or statement. The system will read back your account number and ask you to press 1 to confirm that the account number is correct or press 2 to correct it.

Next, you need to press 1 to confirm that you are the account holder or have account holder privileges or authorisation. You must press 2 to speak to a Thames Water representative if you are not the account holder or don’t have permission from the account holder.

Use option 1 to confirm you are the account holder. You need to enter the amount you want to pay in pounds, then press the # key. Next, you need to enter the pence you want to pay, then press the # key. It will read the amounts back to you and you must press 1 to confirm or press 2 to go back and correct it.

If you want to pay £24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. It will repeat the amount back to you. Press 1 to confirm the amount is correct.

You now need to enter your credit, or debit card details, to pay.

Option 2: Should your query be about anything else, you’ll need to press 2. You will have three options:

  1. Account query
  2. Something else
  3. New customer

Option 2

is for anything billing or account related. You will need to enter your account number and press 1 to confirm it’s correct or press 2 to re-enter it correctly.

If you want to speak to a Thames Water representative and avoid the robot-system, at this point DO NOTHING. The system will repeat that you need to enter your account number. It will repeat this three times before transferring you to a Thames Water representative for help.

Option 2 is when your question is not about billing. Again, you will need to enter your Thames Water account number. If you don’t know it, you can press # and give your house number and postcode by voice to the automated system and press 1 to confirm after the system has repeated it.

If your house number is 27, you must say TWO-SEVEN and not twenty-seven. For your postcode, you must also say each letter and number one-by-one. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B.

Once you have entered your address details or account number, it then gives you four options:

  1. Moving house
  2. Update your contact details
  3. Information about your bill
  4. Report a leak or blocked drains

Once you have chosen from the above options, it will transfer you to a representative for help.

Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. This option will transfer your call to a Thames Water representative who will help you register for an account.

For customers who are moving into or out of a Thames Water supplied property, you can visit our guide to moving home with Thames Water.

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24-Hour Leak Line

Thames Water 24-Hour Leak Line 0800 714 614

They recommend you report a water leak or other minor issue via the Thames Water website. You should only use this number for emergencies when possible. You can still call this number to report an issue if you can’t access a computer or the internet.

  1. Clean-water supply issues
  2. Wastewater, drains and water pollution
  3. Bills
  4. Property developer or renovating property

Option 1

is to report problems with your clean-water supply such as leaks or no water. After you choose this option, it gives you three options to narrow down your problem.

  1. No water
  2. Leak inside your property
  3. Any other clean-water problem

After choosing your option, you will need to say your postcode. It will then transfer you to a Thames Water representative.

Option 2

is for reporting problems with your wastewater or a problem outside your property, such as with a blocked drain. Again, it will ask you to narrow down your problem with three options.

  1. Blocked roadside gully/storm drain
  2. Wastewater entering river or stream
  3. Any other issue about wastewater

Option 3

is for billing enquiries. Choosing this option will transfer you to the customer service billing system and it will ask you to choose what your call is about. Please see the options under Customer Service: 0800 980 8800

Option 4

is to discuss anything about reforming your property, or if you have a new-build property that needs a water supply. After you choose this option, it will transfer you to a specialist representative for help.

Wastewater & Emergencies

Thames Water Wastewater & Emergencies 0800 316 9800

Calls to this number are for emergencies, and it will direct the call to the 24-Hour Leak Line. Please see the options above to navigate the system.

Can I write to Thames Water?

paper and pen

Of course you can! There are some things that you must write to Thames Water about, for example, an official complaint, or sending a cheque to pay your Thames Water bill. Write to Thames Water at one of these addresses:

Cheque Payments Complaints
Thames Water
Customer Services
PO Box 234
Swindon
SN38 3TW
Thames Water
PO Box 436
Swindon
SN38 1TU
Make sure your cheque is payable to Thames Water Utilities Ltd and write your account number on the back of your cheque. The Thames Water complaint department will respond to you within 10 working days by phone. If they can’t reach you by telephone, they’ll write to you.

How do I email Thames Water?

For most enquiries about your Thames Water account, you can fill out a form on their website, or from within the My Account section of the Thames Water website. But, you can use the Thames Water complaints email address if you have a complaint with Thames Water and would prefer to email Thames Water, rather than write to them in the post. The Thames Water complaints email is: customer.feedback@thameswater.co.uk

As with writing a letter, Thames Water aims to respond within 10 working days. 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.

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Does Thames Water have a live chat?

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Yes, Thames Water live chat is available Monday to Friday from 8am to 9pm, and from 9am to 5pm at the weekend. 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.

With Thames Water live chat, you can get help with:

  1. Your bill
  2. You account

You can also use Facebook or Twitter to message Thames Water.

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.

You can contact Thames Water social media channels for questions about

  • Report or check the status of leaks
  • Check the status of repairs
  • Report a problem
  • No water or low pressure
  • Water hardness queries
  • Help with turning water on or off
  • Reporting flooding
  • Blocked drains
  • Plumber recommendations

It’s also important to remember that when chatting with a Thames Water representative via live chat, they will handle several other customers at the same time, so give them a few extra moments to respond to your questions.

Thames Water Facebook

To speak to somebody at Thames Water on Facebook, you can visit the Thames Water Facebook page and click the big blue button Send Message. If. If you’re on a mobile device, Facebook Messenger will open. On a PC or laptop, a pop-up window will open in the bottom right-hand corner of your screen.

Write your message and a Thames Water representative will reply to you.

Thames Water Twitter

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.

Twitter also has the choice to write a public tweet. If you want to share your thoughts with the world, you can tag Thames Water in your tweet. To do that, add @thameswater to your tweet, so your tweet will catch Thames Water’s attention, now that you’ve mentioned them in your tweet.

We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply.

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