It's everyone's water
Our purpose is to deliver life’s essential service so our customers, communities and the environment can thrive.
Water is life’s great leveler. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive and we’re committed to taking care of it for us all.
But the truth is, keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from the condition of our pipes to the water levels of our local rivers.
As the number of people living in our area grows, we need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever.
Our path to a new world of water
In 2021, we launched our eight-year turnaround plan. Our aim is to always deliver brilliant customer service and environmental performance – they are the biggest priorities for our turnaround plan.
The three focus areas of our plan remain the same: fix the basics, raise the bar and shape the future.
Fixing today and building resilience for tomorrow
We’re acting now using our expertise to solve urgent problems in three areas including our network, environment, and our customer experience. As well as putting plans in place for 2050 and beyond.
Upgrading our water network
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Investing an additional £700 million between 2022 and 2025 to upgrade hundreds of miles of pipes, using innovative technology to minimise disruption for you. Take a look at our key projects.
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Taking steps to future proof the network for the next 100 years, along with finding and fixing over 1,300 leaks per week. We have over 200 teams working round the clock. That’s one leak every 7.5 minutes! Find out how we're tackling leaks.
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Detecting thousands of leaks in customers' homes with smart meters to give you more control over your water use. By controlling your water use, you're helping to make every drop count and saving money too.
Improving our long-term impact on the environment
- Doubling our network investment to £1.6 billion in the next two years and upgrading over 200 sewage treatment works as well as many kilometres of sewer pipes. This will help improve local river health and ensure a dependable service for you.
- Protecting our much-loved rivers by working on a range of river health projects to upgrade our network.
- Reducing spills in the tidal Thames by 95% by taking over the Thames Tideway Tunnel, which is the biggest spills reduction project ever.
- Working collaboratively with communities, farmers, fishermen and other water companies to help local rivers thrive. By working together, we can achieve so much more. View our smarter water catchment programmes.
Providing a better customer experience
- Supporting 53,000 more customers over the next year with our affordability schemes, totalling £110 million for 384,000 people who need our help the most. Find out more about our Priority Services.
- Bringing call centres back to the UK to answer your calls quicker than ever. This has helped reduce complaints by 43% in the first six months of 2022-23.
Engaging with our customers
Our latest advertising campaign features Otis the otter, a Thames Water customer keen to understand what we're doing to look after his precious water.
In the ad, he meets some of our Thames Water team to find out how we’re maintaining and upgrading our pipes, for now and the next 100 years. Take it away, Otis...
Thank you for playing your partWith over 7,000 employees here at Team Thames, each and every one of us cares about the role we play. Along with those of our regulators, the government and local campaigners, your actions can protect life’s most precious resource. From saving water with shorter showers to only flushing the three Ps (pee, poo and paper) down the loo, you’re making a difference too. See how you could save water with our water saving tips. Thank you for helping us keep taps flowing for generations to come. |
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