Thames Water Utilities Limited
Thames Water Utilities Limited provides 24/7 phone support for water and wastewater complaints. Customers can address issues related to water supply, wastewater, billing, and service interruptions. Complaints can also be submitted via WhatsApp during business hours. The service is crucial for resolving urgent issues, and priority services are available for vulnerable customers. Typical wait times are not specified, but calling during off-peak hours may reduce delays. For written complaints, responses are expected within 10 working days. Customers are encouraged to provide detailed information to expedite the process.
Updated 15 Dec 2025
Expected outcomes
- Submit water complaints
- Report service interruptions
- Resolve billing issues
- Request priority services
- Follow up on complaints
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Name
- Address
- Phone number
- Complaint details
- Best contact time
Known issues
Customers frequently experience delays in resolving leaks and complaints, often requiring escalation to an ombudsman or persistent follow-up. Communication issues with contractors are common, leading to frustration. Billing disputes also arise, with some customers reporting unexpectedly high bills and challenges in arranging payment plans. Persistence in communication and requesting escalation can help address these issues. For quicker resolutions, consider using WhatsApp during business hours or ensuring all necessary details are provided when calling.
