Thames Water urges customers to protect their homes as freezing conditions continue

• Thames Water reminds customers to protect their homes from burst pipes during ongoing freezing weather by following simple winter-readiness tips, such as lagging pipes and knowing where the stop tap is. 
• The company has boosted its operations to respond quickly to emergencies and is providing guidance on preventing and dealing with leaks or bursts caused by cold temperatures and thawing. 
• Customers are responsible for protecting pipes on their own property. 

With freezing weather and snow forecast to continue this week, Thames Water is reminding customers to take simple steps now to protect their homes from burst pipes and to be prepared for leaks that may appear as temperatures rise again. 

When water freezes, it expands, increasing the risk of cracks and splits in pipework. Leaks also often appear during a thaw as water finds its way through any damage. Pipes leading to outside taps, in unheated lofts, garages and utility rooms, or running alongside cold exterior walls are particularly vulnerable. 

Sarah Holland, Operations Service and Control Centre Director at Thames Water, said: 
“Our purpose is to deliver life’s essential service, and we’re doing everything we can to fix bursts and leaks on our network caused by the colder temperatures. A burst pipe is the last thing anyone needs during a cold snap, and there are lots of small steps we can all take to protect pipes in our homes. Our simple winter‑readiness tips can make a big difference and help keep customers warm this winter.” 

Thames Water is taking proactive measures to address the challenges posed by the current cold weather. The company has boosted its workforce over the coming days, ensuring that more teams are on hand to respond swiftly to customer calls and carry out urgent repairs to burst or leaking pipes. At the moment, over 100 repairs are being carried out a day related specifically to the cold weather.  The most critical and high-priority leaks and tasks are addressed first in high volume periods of work.  

Other additional measures include emergency gritting as standard when cold weather snaps hit. Thames Water are also encouraging the public to be mindful of work sites, traffic management setups, slippery or icy surfaces, as tricky conditions continue. 

How customers can protect their homes 

Burst pipes on private property are homeowners' responsibility. Taking a few minutes to winter‑proof your home can help avoid the disruption and cost of a burst pipe. Thames Water advises customers to: 

• Lag exposed pipes using inexpensive foam insulation available at DIY stores. 
• Locate your inside stop tap now so you can switch off water quickly if a leak occurs. 
• Note down the number of a qualified emergency plumber in case repairs are needed. 
• Check your home insurance covers damage caused by frozen or burst pipes. 

Customers who spot leaks and bursts on Thames Water’s network can report this online.  

More information on how to deal with frozen and burst pipes in your home can be viewed here.