We are committed to providing you with the best possible service. This commitment is backed up by our Customer Guarantee Scheme, a compensation scheme for household customers which consists of regulatory requirements from the government’s Guaranteed Standards Scheme, enhanced with our own additional standards. If we fail to meet one of these guarantees, we commit to compensating you as our customer.
Our scheme only applies to household customers of Thames Water, in relation to their household premises. From April 2017, non-household customers who may receive wholesale services from Thames Water, are not eligible to the enhanced terms of the scheme. Non-household customers who may be entitled to receive a payment in line with the Guaranteed Standards of Service should contact their retailer for further information on this.
If we need to meet you at your home, we will arrange an appointment with you, and we will tell you whether we will arrive before or after 1pm. If possible, we may be able to narrow this down to a two-hour time period for the visit. We may also be able to offer an evening appointment in some cases.
In the unlikely event that we have to cancel the appointment, we will give you at least 24 hours notice.
Please note, appointments are not usually made for emergency visits as this could delay us in dealing with the problem.
If for any reason we do not agree an appointment with you, fail to arrive within the start and finish times promised, or if we cancel with less than 24 hours notice, we will automatically pay you £50 in each case.
Responding to written complaints
If you write to complain about our water or wastewater services, we will send you our reply within ten working days of receiving your letter or email. If we take longer than this to send our reply, we will automatically pay you £30.
If you write to us to query the accuracy of your bill or account details, we aim to send a reply within ten working days of receiving your letter or email. If we take longer than this to send our reply, we will automatically pay you £30.
If you write to ask us to change the way you pay your bill, we will make the change as quickly as possible. If we are unable to make the change and do not let you know within five working days, we will automatically pay you £30.
Written questions about your water and wastewater services
If you write to us about the water or wastewater services that we provide for your home, we will send our reply within ten working days of receiving your letter or email. If we take longer than this to send our reply, we will automatically pay you £30.
Services for customers requiring additional assistance
If you write to us about our Extra Care Services, we aim to send our reply within five working days of receiving your letter or email. We will also process applications for these services within five working days of receiving them. If we take longer than this, we will automatically pay you £20.
Interruptions to your water supply
Due to the nature of our work, we sometimes have to turn off your water supply to repair leaks or make improvements to our network of pipes. We always do our best to expect the unexpected and keep water flowing during serious weather events but if something does go wrong, we may use our discretion to provide additional compensation.
If your water supply is cut off, for example when a water main bursts, we will turn it back on within 12 hours of knowing about the problem. If a larger 'strategic' water main bursts, we guarantee to fix it within 48 hours.
We always endeavour to give 48 hours notice if we plan to turn off your water for longer than four hours and we will also tell you when we expect to turn your water back on.
If we fail to notify you correctly, we will automatically pay you £30 to your water billing account, unless the interruption is under four hours, in which case you may not be eligible.
We can’t give any warning of unplanned interruptions but we will tell you when your water supply will be turned back on as soon as we can. If the interruption is due to an unplanned emergency, for each extra 24-hour period that you have no water, we will also pay an additional £10 to household customers.
If the water pressure in our pipework serving your property (which usually ends at the boundary stop tap or edge of the street) falls below 70 per cent of our normal minimum level of service, you can claim £30 from us.
To do this, you must have experienced loss of pressure twice in a 28-day period and the loss of pressure must have lasted more than one hour on each occasion.
You can only receive one payment under this guarantee in any financial year (1 April to 31 March). This guarantee does not apply if the low pressure is caused by essential work we have to do to our water pipe network or if there is a drought.
Restriction of use notices
If we have to issue you a 'restriction of use notice' because of problems with our water supply, we will automatically pay you £30 each time this happens.
Flooding from sewers
If our sewer overflows and wastewater gets into your home or beneath a suspended floor, we will automatically pay you or credit your bill with amount equal to your wastewater charges for the year of the flooding.
We will pay you this amount each time the flooding happens, with a minimum payment of £150 up to a maximum of £1,000.
If our sewer overflows and wastewater gets onto your land but does not enter into your home or buildings as described above, you will be entitled to claim a payment or credit to your bill equal to half your wastewater charges for the year of the flooding.
You can make a claim each time the flooding happens, with a minimum payment of £75 and a maximum of £500.
As part of your claim for external sewer flooding you will need to prove that you have experienced actual loss, damage, or serious loss of amenity. This must be made within three months of the incident.
This guarantee does not apply if the flooding was caused by exceptional weather conditions or problems with your own pipework.
Payments and credits
For broken appointments, written complaints, billing enquiries, written questions about your water and wastewater services, and written special needs enquiries, we will make the payment to you within ten working days of the failure in service.
In all other cases, payment will be made within 20 working days of the failure in service. If we do not make the payment automatically, a further penalty payment may also be due.
We will normally make the payment by adding a credit to your account, or we will send you a cheque if you do not have an account with us.Request a Customer Guarantee Scheme payment