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Reporting pollution, blockages and leaks made easier with Thames Water’s new online tool and interactive map

Thursday 30th November 2023 11:30

A Thames Water engineer taking samples from a river for testing

A Thames Water engineer taking samples from a river for testing

  • Thames Water launches new interactive map for members of the public to report and pinpoint locations experiencing operational issues across London and the Thames Valley.
  • For the first time members of the public will have the ability to view and report potential pollutions, sewer flooding and other issues online. 
  • New features will be added such as photo and video uploads to keep users involved in the process. 

Thames Water is making it easier and quicker for members of the public to report sewer flooding, blockages or leaks across London and the Thames Valley, following the launch of a new reporting tool and interactive map on its website. The public can now report a range of problems online, from either their desktop or on the go via their mobile phone.  

Members of the public can also report pollutions using the new map as part of the company’s ongoing commitment to transparency and to help protect rivers and streams. 

How can members of the public report a potential issue?  

  • With graphics and help guides available, users will also be able to use the site to easily narrow down the nature of the problem they are experiencing or have witnessed 
  • Users can then report the problem by using the interactive map, which contains boundary lines and property numbers, to pinpoint the exact location of the problem.  
  • Users can also use the map to view all planned maintenance work going on in their area, including details of traffic and roadwork updates so motorists can better plan their journeys.


Screen shots of the new online reporting tool on mobile phones

Screen shots of the new online reporting tool on mobile phones

Once reported, the company’s operational software will schedule for the issue to be investigated and where necessary fixed by Thames Water engineers. Members of the public will receive a case reference number and users will be able to receive progress alerts and updates.   

David Bird, retail director at Thames Water said: “We’re delighted our new online map has gone live. As a company we are committed to connecting with our 15 million customers and improving the service we provide to them. With this new tool, customers can report issues in a fast and simple manner that works for them.  

“We’re also excited members of the public are now able to report pollutions they spot online. Our aim will always be to try and do the right thing for our rivers and we’re grateful to anyone who takes the initiative to tell us about a possible pollution. 

"Time can sometimes be a crucial factor in turning a minor issue into a major one. We’re making it as quick and easy as possible for people to report something when they see it, because the sooner we can get to a problem the better.”