If you have a water meter, we aim to read this every six months and you should receive a bill twice a year.

If you do not have a meter, you will receive an annual bill in either February or March telling you how much your water charges will be for the next year (1 April to 31 March).

When you move into a property you should receive your first bill within ten working days.

Your will be charged from the date you move in until the end of March the following year.

• Find out if you qualify for help paying your metered bill

Direct Debit payments leave your account automatically so you'll never forget to pay.

It is simple to set up a Direct Debit payment - just provide us with your bank details and your ten-digit Thames Water account number.

Set up a Direct Debit online
 

If you set up a Direct Debit with us you're covered by Direct Debit Guarantee.

We will confirm the date and amount 14 days before the first payment.

In the unlikely event of a mistake, your bank or building society will make an immediate refund.

Set up a Direct Debit online
 

You can choose any day between 1st and 28th of the month for your Direct Debit payment.

You will be notified if your first payment falls on a different date.

Yes, you'll get a statement within ten working days of the installment plan being set up. 

Your instalment plan will continue each year but the instalments may be slightly adjusted in line with changes to your water usage or our tariffs.

Yes - you can change your instalment plan by calling us on 0845 6410 055 (Textphone: 0845 7200 899).

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturday and closed on Sunday and bank holidays.

Please have your ten-digit account number to hand.

You can tell us of any changes to your bank details by calling us on 0845 9200 888 (Textphone: 0845 7200 899).

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturday and closed on Sunday and bank holidays.

Please have your ten-digit account number to hand.

• Change your account details

Yes, under normal circumstances any overdue payments are included in your payment plan.

If you are moving out of our supply area and are closing your account, you can spread the cost of your final bill if the outstanding amount is over £30.

Please call us on 0845 9200 888 (Textphone: 0845 7200 899).

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturday and closed on Sunday and bank holidays.

We don't charge for payments made by Direct Debit, debit/credit card payments or PayPoint.  

However, if you choose to use over the counter services, such as paying at the bank or post office, they may charge you a fee for doing so. 

To check your account balance, please call us on 0845 9200 888 (Textphone: 0845 7200 899) and our automated system will check your balance.

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturdays and closed on Sundays and bank holidays.

Please make sure to have your ten-digit account number to hand.

If you have recently made a payment to us, please allow three to five working days for our systems to update themselves.

If you have recently sent us a payment by cheque, please allow three to five working days for our systems to update themselves.

To check we have received a recent payment, please call us on 0845 9200 888 (Textphone: 0845 7200 899) and our automated system will check your balance.

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturdays and closed on Sundays and bank holidays.

Please make sure to have your ten-digit account number to hand.

Please contact us and have your ten-digit account number, the cheque number and the date the cheque was sent to hand.

Email us
Use our online form to send us an enquiry.

Online enquiry form
 
 
Call us
Please call our Customer Centre on 0845 9200 888 (Textphone: 0845 7200 899).

Our lines are open from 8am to 8pm, Monday to Friday, from 8am to 1pm on Saturday and closed on Sunday and bank holidays.

If you are trying to contact us from outside the UK, please call +44 1793 366011.

To help us continually improve the quality of our service we record all calls.

Write to us
Thames Water
PO Box 286
Swindon
SN38 2RA

We will respond to these letters within five working days.

To make payments from abroad please pay the amount into the following Thames Water account:

Sort code: 60-00-01

Account number: 0028 6125

IBAN number: GB55NWBK

If you also require the BIC number, it is NWBKGB2L. If you only have room to enter either the IBAN or BIC number, please use the IBAN number.

Please note – we cannot accept payments using foreign credit cards.