Thames Water Utilities Limited
Thames Water Utilities Limited provides a range of services through their Water Supply or Wastewater Services department. Customers can report water supply issues such as leaks or quality concerns, manage billing and payment enquiries, notify the company when moving home, and report wastewater or drainage problems. General customer service enquiries are also handled. Typical wait times can be long during peak hours, so calling during off-peak times is recommended. Online services are available for faster resolution of many issues.
Updated 15 Dec 2025
Expected outcomes
- Report water supply issues
- Enquire about billing
- Notify moving home
- Report drainage problems
- Submit customer feedback
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account details
- Address
- Description of issue
- Account number
- New address
- Move date
Known issues
Customers frequently experience long wait times when contacting Thames Water, especially during peak hours or crisis periods. It is advisable to call during off-peak hours or use online services for quicker assistance. Service interruptions are common due to ageing infrastructure, but reported issues are prioritized and resolved by field teams, with updates provided via SMS or online. Billing errors, such as incorrect charges, occur occasionally and are corrected by customer service upon request.
