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We’re committed to delivering a website that’s easy to use and accessible for everyone.

You should be able to:

  • Change the text size by zooming or changing your browser settings.
  • Read text with good colour contrast.
  • Navigate most of our website using just a keyboard.
  • Listen to most of the website using a screen reader.
  • Skip to the main content of pages using a keyboard.

Most links on our website have been written so that they make sense when read out of context, with a few exceptions.

All images we use on the website have alternative text which describes the image or its function. This alternative text (alt-text) is generally only visible when the browser's automatic image loading feature is turned off.

AbilityNet has advice on making your device easier to use if you have a disability.

A customer browsing the Thames Water website on a laptop

How accessible this website is:

We know that some parts of this website aren’t fully accessible:

  • Some pages and documents aren’t written in plain English.
  • Some heading elements aren’t consistent.
  • Some documents are in less accessible formats, such as PDFs.
  • There’s a limit to how far you can zoom in on the map on our ‘Report a problem’ page.
  • There is one instance of poor colour contrast on our homepage banner, with text laid over an image.

What we’re doing to improve accessibility

We're making continuous improvements to the accessibility of our website, so you may notice that things change over time.

Language and translation

You can use Google Translate for free to read our web pages in your chosen language:

  • Make sure you’re using Chrome as your browser
  • Find Google Translate in the Chrome web store and click ‘Add to Chrome’, then follow the instructions to install.
  • Click on the three vertical dots in the top right corner of the screen, and select ‘More tools’. Then select ‘Extensions’. This will allow you to see all your Chrome extensions.
  • Find Google Translate and click on ‘Details’. Then select ‘Extension options’. You will now be able to select your primary language and decide how you want the Google Translate extension to work.

You'll be able to use Google Translate to translate whole web pages, or individual words and phrases.

To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. This will show you a list of your Chrome extensions. You can select which ones you want to be displayed on your browser toolbar.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

Contacting us by phone

If your hearing or speech is impaired, you can contact us using Relay UK.

Priority services

If you have specific requirements, please let us know so we can be as helpful as possible.

We offer a range of priority services for our customers - for more information please visit our priority services page.

If you need your bills sent to you in another format, please let us know. We’re able to send you 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. You can nominate a family member, friend or carer to receive updates for you in an emergency. Give us a call on 0800 009 3652 to let us know how we can help.

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