Request a payment under our Customer Guarantee Scheme

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If you think you may be due a payment as part of our Customer Guarantee Scheme, you can request this in the following ways:


Contact us at

Please submit your email with the Subject: ‘CGS Payment Request’. Let us know as much detail as possible to help us process your request. Include your Name, Address, contact details and Thames Water account number.

Telephone us

Please call us on 0800 3169 800.  Please let us know which service standard you are requesting a payment for and when this happened.

Write to us

Thames Water
PO Box 436
SN38 1TU

We aim to respond to your request as soon as possible. In some cases, investigations can be detailed and take longer than expected. However, we will ensure that you are kept fully informed of progress.

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