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.
0844 776 8545Thames 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.
| Day | Open | Closed |
|---|---|---|
| Monday | 8:00 AM | 8:00 PM |
| Tuesday | 8:00 AM | 8:00 PM |
| Wednesday | 8:00 AM | 8:00 PM |
| Thursday | 8:00 AM | 8:00 PM |
| Friday | 8:00 AM | 8:00 PM |
| Saturday | 8:00 AM | 6:00 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 Option | Dial Code |
|---|---|
| Have Your 10 Digit Account Number to Hand And Would Like Automated Service | 1 |
| Pay Your Bill By Credit or Debit Card | 11 |
| Make a Payment | 111 |
| Requires Account Number | 12 |
| Set Up a New Direct Debit or Payment Plan | 13 |
| Requires Account Number | 14 |
| Balance Check | 15 |
| You’re The Account Holder or Authorised By The Account Holder | 151 |
| Any Other Enquiries | 152 |
| Your Account is Not Metered | 1521 |
| Your Account is Metered or You Are Unsure | 1522 |
| Request a Copy Bill | 16 |
| Anything Else | 2 |
| Moving Home | 21 |
| Change Your Account Details | 22 |
| All Other Enquiries About Account or Bill | 23 |
| Your Account is Not Metered | 231 |
| Your Account is Metered or You Are Unsure | 232 |
| Problem With Your Water Supply, Leakage, or Drains | 24 |
| Enquiry or Problem With Your Clean Water or Reporting a Leak | 241 |
| Calling to Report a Leak Inside Your Property | 2411 |
| If You Have a Policy With Homeserve | 24111 |
| Calling About an Emergency or Repair | 241111 |
| Covered With Thames Water – Calling For Repair | 2411111 |
| Not Covered – And Need to Book a Tradesman For an Emergency or Repair | 2411112 |
| Existing Claim | 2411113 |
| New Claim | 24111131 |
| Claim In Progress | 24111132 |
| Sales Enquiries | 241112 |
| Any Other Enquiries | 241113 |
| All Other Enquiries | 24112 |
| Don’t Know Your Postcode | 24112# |
| Speak to an Operator | 24112#1 |
| All Other Enquiries | 2412 |
| Enquiry or Problem With Your Waste Water or Drains | 242 |
| Report a Blocked Roadside Gully | 2421 |
| All Other Enquiries | 2422 |
| Queries About Bill Including Payments, Change of Address, or Water Meter Enquiry | 243 |
| Have Your 10 Digit Account Number to Hand And Would Like Automated Service | 2431 |
| Pay Your Bill By Credit or Debit Card | 24311 |
| Make a Payment | 243111 |
| Amend an Existing Direct Debit or Payment Plan | 24312 |
| New Direct Debit or Payment Plan | 24313 |
| Enter Your Meter Reading | 24314 |
| Check Your Account | 24315 |
| Account Holder or Authorised By The Account Holder | 243151 |
| Anything Else | 243152 |
| Your Account is Not Metered | 2431521 |
| Your Account is Metered or You’re Unsure | 1431522 |
| Request a Copy Bill | 24316 |
| Anything Else | 2432 |
| Moving Home | 24321 |
| Change Your Account Details | 24322 |
| Queries About Your Account or Bill | 24323 |
| Your Account is Not Metered | 243231 |
| Your Account is Metered or You’re Unsure | 243232 |
| Problem With Your Water Supply, Leakage or Drains | 24324 |
| Property Developer or Thinking About Renovating Your Property And Informing About Your Work You’re Doing | 244 |
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 Option | Dial Code |
|---|---|
| Enquiry or Problem With Your Clean Water or Reporting a Leak | 1 |
| Report a Leak Inside Your Property | 11 |
| Have a Policy With Homeserve | 111 |
| Emergency or Repair | 1111 |
| Covered With Thames Water – Calling For Repair | 11111 |
| New Claim | 111111 |
| Claim In Progress | 111112 |
| Don’t Have Cover And Need to Book a Tradesman For Emergency or Repair | 11112 |
| Existing Claim | 11113 |
| New Claim | 111131 |
| Claim In Progress | 111132 |
| Sales Enquiries | 1112 |
| Any Other Enquiries | 1113 |
| All Other Enquiries | 12 |
| Report a Blocked Roadside Gully | 21 |
| All Other Enquiries | 22 |
| Queries About Bill Including Payments, Change of Address, or Water Meter | 3 |
| Have Your 10 Digit Account Number to Hand And Would Like Automated Service | 31 |
| Pay Your Bill By Credit or Debit Card | 311 |
| Make a Payment | 3111 |
| Amend an Existing Direct Debit or Payment Plan | 312 |
| Set Up a New Direct Debit or Payment Plan | 313 |
| Enter Meter Reading | 314 |
| Check Account Balance | 315 |
| Account Holder or Authorised By The Account Holder | 3151 |
| Anything Else | 3152 |
| Your Account is Not Metered | 31521 |
| Your Account is Metered or You’re Unsure | 31522 |
| Request a Copy Bill | 316 |
| Anything Else | 32 |
| Moving Home | 321 |
| Change Your Account Details | 322 |
| All Other Enquiries About Your Account or Bill | 323 |
| Your Account is Not Metered | 3231 |
| Your Account is Metered or You’re Unsure | 3232 |
| Problem With Your Water Supply, Leakage or Drains | 324 |
| Enquiry or Problem With Your Clean Water or Reporting a Leak | 3241 |
| Report a Leak Inside Your Property | 32411 |
| Have a Policy With Homeserve | 324111 |
| All Other Enquiries | 32412 |
| Have an Enquiry or Problem With Your Waste Water or Drains | 3242 |
| Report a Blocked Roadside Gully | 32421 |
| All Other Enquiries | 32422 |
| Queries About Bill Including Payments, Change of Address, or Water Meter | 3243 |
| Property Developer or Thinking About Renovating Your Property And Informing About The Work You Are Doing | 4 |
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
