Thames Water Customer Service Contact Number

The Thames Water customer services helpline can be contacted by phone: Open Monday – Friday – 8:00 AM-8:00 PM and Saturday – 8:00 AM-6:00 PM.

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*Calls to 0871 numbers cost 13p per minute plus your phone company’s access charge. This is a call connection service, the official phone numbers can be found on the official website or the public domain at no cost. we are not associated or affiliated with any of the companies or government agencies listed on the website, trademarks are property of their respective owners.

Thames Water Customer Service Hours

The Thames Water customer services team is available to take your call Monday – Friday – 8:00 AM-8:00 PM and Saturday – 8:00 AM-6:00 PM. Holiday phone hours may be different.

DayOpenClosed
Monday8:00 AM8:00 PM
Tuesday8:00 AM8:00 PM
Wednesday8:00 AM8:00 PM
Thursday8:00 AM8:00 PM
Friday8:00 AM8:00 PM
Saturday8:00 AM6:00 PM

Tips for Contacting Thames Water

• Before you contact Thames Water with your enquiry, remember to have the relevant details with you that will enable you to be identified and for your account to be located. This will usually include your personal details, your address and your account number.

The team at the Thames Water customer service number is able to help with a wide range of enquiries, including:

• Account information
• Making a payment
• Querying a statement
• Giving a meter reading
• Changing address
• Thames Water helpline staff are very well trained will not tolerate verbal abuse from callers.

Frequently Asked Questions

Will the water be turned on when I move into my new house?

Yes, these days there is little reason to turn a water supply off. It is usually only if there is some work being done and this need to be done for ease of work and safety.

If you find that your cold water tap is not working, ensure you have turned the internal tap on (usually under the sink). If this still isn’t working, call the Thames Water phone number provided here – and speak to an agent.

Why does my bill say “The Occupier”?

This is only because Thames Water records haven’t been updated with your information yet, please call the Thames Water telephone number to get your details on record.

How do I get to my meter?

If you have an outdoor meter, you need to lift the cover and then slide away the frost protector (replace it afterwards) to see the reading. The digits you read are the black numbers only – the red are there for 100ths of cubic meter measurements.

Why is my metered bill so high?

This may be for several reasons:

• Catch up payment from being charged too little on your last bill
• More people in your home than usual
• Gardening being done more often (sprinkler or hosepipe)
• Building work being done
• Faulty appliance or leaking tap

If you can’t find a reason from this list as to why your bill is still high, call Thames Water contact number provided here and speak to an advisor.

Thames Water Your Bill and Account Phone Menu Options & Dial Code Shortcuts

Get through the automated phone messaging system fast for Your Bill and Account enquiries.

Menu OptionDial Code
Have Your 10 Digit Account Number to Hand And Would Like Automated Service1
Pay Your Bill By Credit or Debit Card11
Make a Payment111
Requires Account Number12
Set Up a New Direct Debit or Payment Plan13
Requires Account Number14
Balance Check15
You’re The Account Holder or Authorised By The Account Holder151
Any Other Enquiries152
Your Account is Not Metered1521
Your Account is Metered or You Are Unsure1522
Request a Copy Bill16
Anything Else2
Moving Home21
Change Your Account Details22
All Other Enquiries About Account or Bill23
Your Account is Not Metered231
Your Account is Metered or You Are Unsure232
Problem With Your Water Supply, Leakage, or Drains24
Enquiry or Problem With Your Clean Water or Reporting a Leak241
Calling to Report a Leak Inside Your Property2411
If You Have a Policy With Homeserve24111
Calling About an Emergency or Repair241111
Covered With Thames Water – Calling For Repair2411111
Not Covered – And Need to Book a Tradesman For an Emergency or Repair2411112
Existing Claim2411113
New Claim24111131
Claim In Progress24111132
Sales Enquiries241112
Any Other Enquiries241113
All Other Enquiries24112
Don’t Know Your Postcode24112#
Speak to an Operator24112#1
All Other Enquiries2412
Enquiry or Problem With Your Waste Water or Drains242
Report a Blocked Roadside Gully2421
All Other Enquiries2422
Queries About Bill Including Payments, Change of Address, or Water Meter Enquiry243
Have Your 10 Digit Account Number to Hand And Would Like Automated Service2431
Pay Your Bill By Credit or Debit Card24311
Make a Payment243111
Amend an Existing Direct Debit or Payment Plan24312
New Direct Debit or Payment Plan24313
Enter Your Meter Reading24314
Check Your Account24315
Account Holder or Authorised By The Account Holder243151
Anything Else243152
Your Account is Not Metered2431521
Your Account is Metered or You’re Unsure1431522
Request a Copy Bill24316
Anything Else2432
Moving Home24321
Change Your Account Details24322
Queries About Your Account or Bill24323
Your Account is Not Metered243231
Your Account is Metered or You’re Unsure243232
Problem With Your Water Supply, Leakage or Drains24324
Property Developer or Thinking About Renovating Your Property And Informing About Your Work You’re Doing244

Thames Water Your Drains and Sewers Phone Menu Options & Dial Code Shortcuts

Get through the automated phone messaging system fast for Your Drains and Sewers enquiries.

Menu OptionDial Code
Enquiry or Problem With Your Clean Water or Reporting a Leak1
Report a Leak Inside Your Property11
Have a Policy With Homeserve111
Emergency or Repair1111
Covered With Thames Water – Calling For Repair11111
New Claim111111
Claim In Progress111112
Don’t Have Cover And Need to Book a Tradesman For Emergency or Repair11112
Existing Claim11113
New Claim111131
Claim In Progress111132
Sales Enquiries1112
Any Other Enquiries1113
All Other Enquiries12
Report a Blocked Roadside Gully21
All Other Enquiries22
Queries About Bill Including Payments, Change of Address, or Water Meter3
Have Your 10 Digit Account Number to Hand And Would Like Automated Service31
Pay Your Bill By Credit or Debit Card311
Make a Payment3111
Amend an Existing Direct Debit or Payment Plan312
Set Up a New Direct Debit or Payment Plan313
Enter Meter Reading314
Check Account Balance315
Account Holder or Authorised By The Account Holder3151
Anything Else3152
Your Account is Not Metered31521
Your Account is Metered or You’re Unsure31522
Request a Copy Bill316
Anything Else32
Moving Home321
Change Your Account Details322
All Other Enquiries About Your Account or Bill323
Your Account is Not Metered3231
Your Account is Metered or You’re Unsure3232
Problem With Your Water Supply, Leakage or Drains324
Enquiry or Problem With Your Clean Water or Reporting a Leak3241
Report a Leak Inside Your Property32411
Have a Policy With Homeserve324111
All Other Enquiries32412
Have an Enquiry or Problem With Your Waste Water or Drains3242
Report a Blocked Roadside Gully32421
All Other Enquiries32422
Queries About Bill Including Payments, Change of Address, or Water Meter3243
Property Developer or Thinking About Renovating Your Property And Informing About The Work You Are Doing4

About Thames Water

Thames Water Utilities Ltd is more commonly known as Thames Water and is a public water supply provider for:

• Greater London
• Surrey
• Gloucestershire
• Wiltshire
• Thames Valley
• Kent
• and a few other areas around the UK

It supplies 2.6 Gigalitres of drinking water and treats 4.4 Gigalitres of waste-water on average per day – making it the United Kingdom’s largest water and water services company. They supply almost 30% of the UK with water services.

They employ around 5,000 staff (reference) and although officially starting under the name of Thames Water in 1989, they can actually trace their company lineage back to the 17th century at the beginnings of a company called “New River Company”.

Postal Address

Thames Water
PO Box 286
Swindon
Wiltshire
SN38 2RA