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Environmental information regulation

Environmental Information Regulations

The Environmental Information Regulations 2004 (EIR) came into effect on 1 January 2005, allowing public access to environmental information held by public authorities in England, Wales and Northern Ireland.

This means, our customers are able to contact us here at Thames Water for information on any of the following:

  • The state of the elements of the environment (e.g. water, air, soil or land).
  • Factors affecting those elements (e.g. radiation, noise, energy or waste).
  • Measures and activities affecting the elements and factors (e.g. spend).
  • Reports on the implementation of environmental legislation.
  • Economic analyses used within the framework of the measures and activities above.
  • The state of human Health and Safety as they may be affected by the above.

If you would like to request any environmental information, call us on 0203 577 8000 and let them know you wish to make a request for environmental information. Alternatively, email our team or write to us at:

EIR Requests Thames Water Utilities Limited
Clearwater Court
Vastern Road

We’re required to respond in writing to requests for environmental information within 20 working days. In some cases, an extension to 40 working days might be required to respond to high volume or complex requests.

Charges applied to requesting environmental information

We'll make a charge for all environmental information requests. Our charges for the provision of environmental information will be based upon the Information Commissioner’s guidance.

The charges include:

  • Staff time spent locating, retrieving and extracting the information requested. This will be charged at a rate of £25 per hour of staff time.
  • Printing or copying the requested information and sending it to the applicant charged 10p per page. Postage fees will also be charged at cost. All documents will be sent 2nd Class Post.

There are a few occasions where we may not be able to meet your request for environmental information which include but are not limited to the following:

  • The information is not held by Thames Water.
  • The request is not subject to the provisions of the Environmental Information Regulations 2004.
  • The public interest case to not disclose the information outweighs the public interest case to disclose the information.
  • If Thames Water cannot provide the information requested then an explanation will be provided in a refusal notice.

Complaints about EIR

If you have a complaint, about how we’ve handled your request for information or the operation of the Publication Scheme, please get in touch by email or writing to us on the address above.

Can’t find what you’re looking for?

Environmental Information made available through our on the Thames Water website can be viewed by members of the public for free. Further information can be obtained by visiting the Information Commissioner's Office website.