Thames Water Customer Service Issues

I moved to my new address in October [redacted] and informed Thames Water. Despite already paying the second half of the annual bill for my old property, I was initially billed at the old tariff. I requested a smart meter. An engineer visited on January 17, [redacted], but couldn't install the smart meter due to the property being in a sheltered housing block. He assured me my bill would be adjusted to the lowest tariff of £[redacted] per year. However, I have since received a bill for approximately £[redacted] per year. Despite contacting Thames Water multiple times, I only receive automated responses promising a resolution within 10 days, yet nothing has been resolved so far.

I recently conversed with a team member regarding my vacant property and provided the meter reading from when the tenants moved out. I was instructed to complete the Move document online, but encountered issues doing so and when I tried calling the provided number, the line disconnected. I am now receiving texts requesting payment, which is inaccurate as the tenants transferred the service and bill. I have already informed you of these details. I am the property owner, and there are no outstanding bills. If you can text me, you can also call or email me. I am extremely frustrated and disappointed with your service level and website. I request to be registered as the property owner. Kindly contact me to discuss the next steps based on the information shared in previous chats and this message.

Dear Thames Water, I am writing regarding my account status. On my main screen, it shows an "outstanding payment" for the amount. However, when I check my "Transactions and History" section, it confirms the payment has been received. I would like to upload screenshots of both screens to highlight this discrepancy, if possible. I kindly request Thames Water to update my account status accurately to reflect that the payment has been made, showing "paid" and an outstanding balance of "0." Thank you.

Hello, my mother recently received a very high water bill from your company following a recent meter reading. We suspect there might be a meter fault or a leak causing this issue. We reported it a couple of weeks ago, but nothing has been done to investigate it yet. Due to the significant charge, over £[redacted], my mother had to cancel the direct debit to avoid facing financial difficulties. She called again to prompt action on this matter as she wants it resolved. Could you please provide guidance on the next steps? She is willing to make a payment based on her previous usage but needs assistance on how to proceed without further complications. Her case reference is 1[redacted]. Looking forward to your prompt response. Best Regards, Nick Tangi

To whom it may concern, I recently spoke with someone named Joe Mondays about printing my paperless bill from a printer. However, when attempting to pay £[redacted].00, Natwest Bank refused to accept the payment slip, citing that it's a copy and that they require an original. I request that you send me the actual bill, similar to what was done for the last thirty years, so I can resolve this issue. Additionally, please provide me with a payment card so I can make monthly payments at the post office. I already made a payment of £56.62 to Natwest on April 6, [redacted]. I need your email address to send proof of payment and address this matter promptly. It would greatly help if you could provide a way to send evidence without any hurdles. I look forward to your prompt response. Kind regards, Rifat Abbasi

We recently had a blocked drain cleared outside our property. My wife called, and within an hour, the engineer, Matt, cleared it. He mentioned it was caused by tree roots and has arranged for them to be cut. He resolved the issue in just half an hour, which was very efficient. However, this had happened a month ago, and when we reported it back then, it took two days for engineers to come and address it. They also identified tree roots as the cause and hinted it might happen again. I wonder why they didn't arrange for the roots to be cut after the first visit and whether this issue will reoccur before it's permanently fixed. Our account number for reference is [redacted], and I'm identified as Mike Wheeler.

I am Tony Warwick, the new resident at 17a Nowell Road, Rose Hill, OX4 4TA, not 17 Nowell Road, Rose Hill, Oxford OX4 4TA. I received a letter from you stating I owe £[redacted].55 for two years and an overdue payment of £86.66. However, I have only lived at 17a Nowell Road since January 18th, [redacted]. I live alone and use minimal water, so I believe there has been a mistake. The previous resident must be the one who owes the £[redacted].55, not me. Please review your records as the property is distinct from 17 Nowell Road, Rose Hill, Oxford OX4 4TA. I should not be charged the current amount and instead, receive a reduction in my water bill.

This morning, I received a threatening call about a non-existent bill that I haven't received yet. Before the bill arrives, I would like to provide my accurate meter reading and receive written confirmation to ensure I can pay it when I get my 6-monthly bill by mail. I prefer not to be threatened over the phone. Additionally, I would appreciate a text reminder to take a photo of the meter reading since Thames Water no longer sends someone to do it for elderly customers like myself.

I recently received two texts on my phone from 07[redacted]66 asking me to pay my bill. I am a bit confused as I live in Staffordshire and my water supplier is South Staffs Water, not Thames Water which covers the London area. You can verify my details by checking the Register of Electors with Tamworth Borough Council. I have not received calls for the intended recipient for a while. I kindly request that you contact the person through other means as you must have their name and address in your records. Additionally, please remove my number from the account. I have also confirmed with EE that it is not possible for two people to have the same number, so there may have been an error during the original application process. I await your response. Thank you, Doreen Sharpe.

I recently registered with Thames Water for my new property at 9 Lattitude, 3 Fairfield Road, Croydon CR0 5BR on Sunday, February 5, around 10:00 am. I received an on-screen confirmation of my application, but I have not received any further communication regarding the status. My moving-in date is February 19, [redacted]. I can be reached at [redacted] [redacted] [redacted] or [redacted] Thank you. - Patrick Billy

We have noticed blue-green stains on the basin and shower in our bathroom, leading us to suspect low pH levels or a copper sulfate issue possibly caused by a leaky pipe. As seniors in our 80s, we worry about the water quality and would appreciate it being tested. Despite scrubbing the affected areas, the stains persist, indicating an ongoing problem. Our small community of 6 houses on Meads Close, Drayton, OX14 4JN has had 4 homes affected by pipe leaks resulting in significant interior damage. We fear we may be facing a similar situation and seek assistance. We kindly request a water test to ensure a pH level of at least 7. Thank you for your attention to this matter.

I recently discovered a significant spike in my water bill due to a ruptured pipe underneath my house dating back to [redacted]. I notified Social Housing (Network Stadium) at that time, and after a prolonged dispute, Thames Water eventually addressed the leak. As the leak was beyond my property’s confines, I do not believe I should be held accountable for the excessive water usage costs. I am unable to afford this hefty bill and cannot proceed with the direct debit plan provided. It is crucial that I speak with a representative promptly to address this issue. Thank you.

Hello, I'm Carol, turning 67 next week. I got a message from Thames Water regarding a missed call for a metering appointment. They suggested contacting the metering team at 0[redacted] for more details. I've spoken to Harry and two other team members at Thames Water. Despite leaving messages and receiving a text confirming a meter fitting, I'm struggling to get clear answers on why calls were made. I've faced long wait times and uncertainties about these calls. I am looking for support from Thames Water's special care team or possibly the ombudsman due to the impact on my mental health. I've tried to understand the situation, but it's been challenging. I hope for assistance beyond just being directed back to Thames Water. Thank you for considering my situation.