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Contact us about your water or waste

 You can contact us about a query or issue you have with your water or wastewater.

Next steps

If we’re not able to fix or resolve your issue initially, we’ll discuss with you the next steps. We may need to send an engineer to investigate or book an appointment for testing inside your home.  After our visit, we’ll update you with the outcome of the visit.

We’ll book an appointment with you if we need access to your property. You can then opt in to receive a reminder of this appointment.

Our customers’ safety is our top priority. By signing up to our doorstep password scheme you can set up a personal password. The password will be given by any Thames Water employee who visits your home.

We’ll give you at least 24 hours notice if we need to cancel or reschedule the appointment. If we don’t meet this standard, we’ll automatically credit your Thames Water account. This is as described in our Customer Guarantee Scheme.

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If we're unable to complete next steps

We may be unable to complete the next steps due to access or permit issues. If we’re unable to complete the next steps as agreed, we’ll update you with a new planned date.

On the One Network website, you can view planned, urgent, activity duration and all our permits. The information is taken from formal street works noticing systems.

Water quality problem

We’ll let you know if there’s a problem with your water quality. If you need to stop using your water, we'll put a ‘restriction of use’ notice through your door. We’ll also aim to have representatives in the area to speak with directly. 

If you need advice for tackling a water or wastewater issue, visit our water and waste help page

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Let us know if you have a problem

You can report a problem with your water or wastewater online through our map. The map will show issues in the area and the status of resolving the issue. 

Report a problem

A Thames customer service agent on the phone

Extra support

 All our teams are trained and able to spot customers' who may need additional support. If you or someone you know needs additional support, you can sign up to Priority Services (PSR).

Register for Priority Services

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WhatsApp us

Message us on WhatsApp, so you can get on with your day and respond at your pace. We're available 24/7.

Message us