Thames Water Contact Number

Most Thames Water customers get in touch through the main customer services line on 0800 980 8800, which handles billing queries, meter readings, moving home and direct debit changes. The line is free from any UK landline or mobile, with extended Saturday hours compared to most UK water suppliers.

Thames Water is the UK's largest water company, supplying drinking water and wastewater services to around 15 million customers across London, the Thames Valley and parts of the Home Counties. That scale means different phone numbers for different issues - routing your call correctly from the start will save you time.

Thames Water phone numbers and opening hours
Department Phone Number Opening Hours
Customer service (billing & accounts)0800 980 8800Mon–Fri 8am–8pm, Sat 8am–6pm
24-hour leak line0800 714 61424 hours, 7 days
Wastewater & emergencies0800 316 980024 hours, 7 days
Priority Services helpline0800 009 365224 hours, 7 days
Textphone (billing)0800 316 6899Mon–Fri 8am–8pm, Sat 8am–6pm
Text Relay18001 0800 980 8800Mon–Fri 8am–8pm, Sat 8am–6pm

Source: Thames Water published customer contact details. All 0800 numbers are free to call from UK landlines and mobiles.

Before calling, have your Thames Water account number and the postcode of the property ready - it is printed at the top of every bill and speeds up identity checks. If you are reporting a leak or burst, a photo and the nearest street name or landmark will help the operator dispatch an engineer faster.

Thames Water Emergency & Leak Line

The Thames Water emergency numbers are 0800 714 614 for leaks and bursts and 0800 316 9800 for wastewater, sewer flooding and no-supply incidents. Both lines are free, staffed 24 hours a day, 7 days a week including bank holidays. You do not need to be a Thames Water customer to report a problem on public land.

As a rule, Thames Water is responsible for the water mains up to the boundary of your property. Pipes beyond the outside stop tap - under your garden, inside the house and the cold water tank - are the homeowner's responsibility and a job for a qualified plumber, not the water company.

Other Ways to Contact Thames Water

If you would rather not use the phone, Thames Water offers several alternative channels for non-urgent questions. Most routine tasks - submitting a meter reading, paying a bill, updating your details or setting up a direct debit - can be done through the My Account portal on the Thames Water website without speaking to anyone.

Online My Account

Register at thameswater.co.uk to view bills, submit meter readings, manage direct debits and update your details 24/7.

Live Chat

Available on the Thames Water website Monday to Friday 8am to 9pm, and weekends 9am to 5pm. Good for quick billing and account questions.

Email

[email protected] - use for complaints and formal correspondence. Thames Water aims to respond within 10 working days.

Social Media

Facebook and X (Twitter) direct messaging is available for non-sensitive queries such as leak reports and general billing questions.

Thames Water Postal Address

For written complaints, Subject Access Requests and formal correspondence, write to the customer feedback team in Swindon. Always include your account number and a daytime phone number so the team can follow up.

Thames Water
PO Box 436
Swindon
SN38 1TU

How to Make a Complaint to Thames Water

Thames Water follows a structured complaints process overseen by Ofwat and the Consumer Council for Water. For billing and account problems, call 0800 980 8800; for water service problems, call 0800 316 9800. The company aims to respond to written complaints within 10 working days.

If you are unhappy with the first response, ask for your complaint to be escalated to a team manager for a second review. Only once you have a "deadlock letter" or eight weeks have passed without resolution can you take the case to an independent body.

At that point, the Consumer Council for Water (CCW) will review your case free of charge on 0300 034 2222. For issues CCW cannot resolve, the final route is the Water Redress Scheme (WATRS) on 0207 520 3801, an independent adjudication service whose decision is binding on Thames Water.

Thames Water Contact FAQ

The main Thames Water customer service number is 0800 980 8800, open Monday to Friday 8am to 8pm and Saturday 8am to 6pm. It is free from any UK landline or mobile.

Yes. The 24-hour leak line is 0800 714 614 and the wastewater and emergencies line is 0800 316 9800. Both are free and staffed 24/7, including bank holidays.

Call the 24-hour leak line on 0800 714 614 to report a visible leak, burst pipe or loss of pressure. You can also report leaks online via the Thames Water website - you do not need to be a Thames Water customer.

Email [email protected] with your account number, contact details and a clear description of the issue. Thames Water aims to respond within 10 working days.

Write to Thames Water, PO Box 436, Swindon, SN38 1TU. Always include your account number and a daytime phone number so the customer feedback team can follow up.

Useful Thames Water Guides

If you were looking for more than just the phone number, our other guides cover Thames Water tariffs, bills and how the company compares to other UK water suppliers. Customer reviews can also help you understand what to expect before you pick up the phone.