Communication between Thames Water team clearly doesn't exist. They finally tell you they will resolve the issue but 2 weeks later you get another call for the same thing. Customer service is awful
My latest bill from Thames water arrived on April 23rd 2020. It was an estimated reading of 1287. I knew that was too high as we had been in Australia for 5 weeks. After taking my own reading of 1264 i rang them and gave them that figure. A revised bill was promised and it duly arrived. This was exactly the same as the first bill. Rang them again on the 28th and spoke to another person, explained everything again. She gave me her first name and a Ref No. 6312664.She even asked me how i would rate the service i had received out of 5. I replied saying you will have to wait until i get another revised bill. This arrived on May 4th with an even higher bill at 1290. Are these people just plain incompetent or don't give a toss. The only way to get them to listen is to cancel my direct debit.
Worst water company. Customer service is next to useless getting names wrong and bills and they even closed down my account whilst I am still living in the property.
Trying to talk to someone at this company, is like pulling teeth! Keep trying to get through which takes like an hour and when I do I then get cut off! Terrible service! If your like me and would rather talk to someone in person and not go through the online route which takes longer, I understand we are still going through the coronavirus issue, But is there not anyone around that you can discuss your current bill and charges with!?? Very frustrated customer! !! Sort it out!
the frustration is like drowning in the Thames. several pages on their website dont work; you click and the next page to open is Page Cant Be Found - Error. and calling the phone lines can be hell; navigating through various press 1 press 2 options till you are told to hold. I held for 10 minutes and had to hang up. and all this when I owed them and wanted to find ways to pay. I suppose at some point, after persistent calling, I will get through to a human, hence the 2 stars instead of 1
Demands random amounts of money, no different from gangsters.
This company is a joke. Burst water main in Queens Drive (AGAIN!!) means no water....AGAIN!!!...This company makes an obscene amount of profit....about time they invested more of it into pvc sleeving their antiquated network in this More
Completely useless customer service, the government should introduce competition so we are relived from their monopoly and negligent way of working.
New 0800 number available - why not update the webpage with this????
Been trying to set up bills for 5 months.
On phone I gave all information and was told by the customer support woman that it would take 3 months to set an account up.
3 months later after nothing I tried to call up, multiple times on hold and then disconnected after an hour waiting every time.
Customer reference number given to me doesn t work on website.
Still can t call due to coronavirus.
Never had any reason to visit Thames water on google so never thought to leave a reveiw, but after this weekend I have to say I am impressed. There was a burst water pipe in the area on Friday evening, Saturday morning until 7pm at night there were lorries outside filling the pipes with water , Sunday morning again filling with water until the burst pipe was fixed, text messages to update, nice quick friendly customer service on the phone, lorry drivers were lovely and friendly and to top if off, a personal visit from Thames water representive to apologise for the inconvenience and that all should now be fixed......on a Sunday , nice touch, thanks :)
Had a problem with blocked sewerage drain spent an hour on hold with no answer and ended getting someone else out. They found the issue to be with the communal drain so had to get Thames water out anyway. Back on hold again. No rain going on, no freezing weather so no apparent reason why it takes over an hour to get through in an emergency. They answered after 1.5 hours. From that point on it's been exceptional. Very polite and informative operator, fast response and fix. Such a shame that the initial hold time cost me a lot of money and mared the experience
If I could give this company 0 stars I would. I ve tried for 2 weeks to phone. Always cut off. I ve facebooked. Emailed, Tweeted - nothing. Someone did message me back at 2.30am asking how they could help. God knows why they think anyone is awake at this hour. Replied to the message - no reply! No goodwill credit refund as promised - this was after a terrible conversation lasting nearly an hour. Terrible service. Cannot contact them at all.
Put in a smart metre, it leaked. Company didn't know smart meter was fitted, kept billing us on flat rate.
Absolutely appalling service. Thames Water left equipment in our garden from work they did in the Street nearly a month ago - called to ask them when it was going to be removed and I m still on hold after 24 mins while they try to figure out what to do - totally inept
This place is F'in mint coz my girlfriend works there innit bruv
jobs.thameswater.co.uk
