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Accessible contact options

We aim to provide an excellent customer experience to support our customers, whatever your needs or situation.

If you or someone you know needs a little extra support, our free Priority Services Register can help us to understand your situation so we can take it into account as best we can.

We offer a range of ways to help getting in touch with us easier if you have hearing or speech difficulties or English is not your first language.

To make you device easier to use, AbilityNet offers step by step guidance on how to adapt your phone, computer or tablet to meet your needs.

A customer agent smiles while speaking to a customer on the phone

Deaf customers

We've partnered with SignVideo to help Deaf customers contact us. SignVideo provides access to British Sign Language interpreters. A sign language interpreter will talk to us on your behalf and will sign our responses to you.  

Customers can select from relevant topics and be automatically connected to an interpreter. You can also use the SignDirectorySignVideo web, or download the SignVideo App. To use SignVideo web, you'll need to register for an account for this service. This is separate from your Thames Water account. You'll need a camera or webcam to use SignVideo.

This service should only be used by Deaf customers.

Aman sits on the sofa surrounded by boxes using their laptop

Your account or bill support

Lines are open Monday-Friday 8am to 8pm and Saturday 8am to 1pm.

Help with account and bill

A Thames worker turning off the water in the street

Water or sewage services

Lines are open Monday-Friday 8am to 8pm and Saturday 8am to 6pm.

Help with water or sewerage

A Thames worker shows his ID badge at a customers door

Priority services emergency

Priority services (PSR) customers can can call 24 hours a day for a water or sewage emergency.

PSR emergency line

Customers with speech or hearing difficulties

If you have speech or hearing difficulties, you can contact our team over the phone using Relay UKYou can use the Relay UK app with your mobile, tablet or PC. 

Customers can type what they'd like to say and an assistant will relay this to us. We'll then respond to your enquiry and the assistant will share this with you.

Visit Relay UK

Language support

If you don't speak English as your first language, we can provide an interpreter on the phone or when we visit you. When you contact us, just ask for a translator and we'll add them to the call. We work with Language Line which offers an interpreting service for over 240 different languages.

You can also use Google Translate for free to translate a web page or individual words and phrases to your chosen language. You need to install the Google Translate extension to your web browser. 


Ofcom provides advice on extra help for customers that communication providers should offer.

Confidence in our communications

On our confidence in our communications page, we go through a variety of topics so you can be assured it's us contacting you. This includes:

  • How you know it's us contacting you
  • Ways you can prevent scammers contacting you
  • What to look out for in phishing communications

Extra help and support

We offer a range of support services for our customers.

Alternative bill format

You can get your bills in braille, large text and on a coloured background. We can also read your bill over the phone or email it to you.

 Join Priority services

Accessing our website

We go through how our website is accessible and how you can change your browser settings to make it accessible for you.

View website accessibility

Account and billing

You can manage your account online, view how you're charged or get help to pay your bill.

View all account and billing

Incident guide

We go through what is an incident and different stages from preparing, during, and after.

 View incident guide