Thameswater Reviews 5,553

The problem was actually solved this time after ringing up three times so that was great thank you

TW opened 2 accounts for our property, and sent us numerous requests for an outstanding balance to be paid despite a direct debit being paid monthly already.
Customer service were beyond unhelpful on the phoneline, and tried to blame us for their billing error and make us pay extra charges on top of the monthly bill we already pay.

Arrived quickly, staff friendly and informative. Couldn't have asked more from the team at Thames Water

Thames water had debt collectors after me for 15 months . I closed my account with them in 2023 , but they entered 2024 by mistake . I sent all types of evidence to prove that I closed the account in 2023 and eventually they corrected the account details . It then turned out Thames water owes me a £400 refund for over charging me . This was in January of this year . They are now withholding my refund , saying that I have to prove I closed the account in 2023 again . I sent in all original documents as proof the first time , documents Thames water did not send back . Nearly 6 months and they will not issue my refund . Be warned . The account is 900052052046 if Thames water would like to issue my refund .

Thames Water arrived within 4 hours of me raising the issue. Stephen Campbell who dealt with our issue was great; not only being really friendly and efficient, but taking the time to explain everything to us. Absolutely brilliant customer service.

Absolutely awful awful awful

After filling in an online form about our blocked drain, the two operatives arrived in about 3 hours. They were friendly, courteous and sorted out the blockage in about 15m - a neighbour had stupidly put wet wipes and grease down the drain. I am very happy with the service! And we didn't need to pay a penny extra (on top of the ENORMOUS water rates lol).

Good customer service my issue was resolved straight away

I would like to personally thank Jason Dixon for all his hard work today what was possibly the hottest day of the year.
Very professional and cleaned up afterwards.
A credit to your company

I’ve been having an on going issue with a blockage in my back garden which backs up from the main sewage for just over a year now, today 24/05/26 woke up and the water was seeping from my drain in the back garden, which I know was the start of it and being a hot day with temperatures of 30’c, the smell as well wasn’t pleasant, I called Thames water and a guy came out within the hour (Jason Dixon) very pleasant and got straight to the job and was able to clear the blockage and made sure we was completely clear our end as well, I’ve had this problem a few times and I’ve had engineers turn up without a clue, Jason has been on the job six months and was the most clued up engineer I’ve ever had out to my property since this issue started last year 2025

I had an extremely positive experience with Thames Water. While water companies often receive a lot of negative press, I have to say Thames Water were very efficient throughout. Every time I reported the issue, they attended promptly and kept working at it until it was resolved.
We had four separate visits to deal with a blocked pipe, and each engineer was professional and helpful. A special mention goes to Jay, the final engineer, who worked incredibly hard during a heatwave without complaint. He stayed focused, got the job sorted, and provided excellent service throughout.

Peter and Silvio were so helpful today when my parents’ sewer manhole was backing up. They pumped it out safely and proved that the blockage was on our pipe in the garden. They rang before attending and were extremely polite, courteous and respectful of our property working safely and professionally. What a great bunch of engineers. Thank you for your help today chaps.

Callum did an excellent job clearing the sewage blockage. He was friendly, professional, and kept me informed throughout. He carefully used a pipe, camera and jetting equipment to fully resolve the issue, while taking great care of the property and making sure all safety signage was in place before starting work. Really impressed with his professionalism and attention to detail.

From phoning Thames Water to report my sewage blockage. I spoke to a really polite kind lady who got me an appointment slot for today straight away , I was very impressed with her. I was very pleased how quickyour man came out today to unblock my sewage waste it bring a bank holiday weekend too . He was very polite considerate and even went and spoke to my neighbours and made sure there sewage was all good. He used a big machine from his van to unblock the drainage pipes and was here a good couple of hours now everything working perfectly well again. Overall I am really happy with the service that I received today.
Many thanks
Anita Shields

The five stars is for the two engineers that came out, they were, friendly, polite and kept us informed of what was being done and what needed to be done.
My experience with Thames Water in dealing with customer service would get zero stars. Multiple phone calls, passed back and forth from person to another, one saying there is a job raised for the manhole to be repaired, another saying not, another saying I can't see anything on the system, absolutely ridiculous that a company of your size is so disorganised it is unbelievable. Another zero for the person or persons making the decision that the broken pipe could be repaired, the result is a bodge at best and will continue to give us problems, false economy.

It took 20 min to fix a problem
Very polite
Come 3 hours after the call

Massive improvement in customer service

I recently used Thames Water’s “Report a Problem” online service, and I was genuinely impressed with the experience from start to finish.

The online reporting system was straightforward, intuitive, and quick to use. It allowed me to clearly log the issue without any hassle, and I received prompt confirmation that my concern had been registered.

What really stood out was the speed and professionalism of the response. The issue was addressed much faster than expected and it was reassuring to see such a high level of efficiency. Overall, the service exceeded my expectations. Thames Water demonstrated excellent communication, responsiveness, and a genuine commitment to resolving the issue.

Darren and Charlie were an absolute delight and explained the issue, helped resolve it, answered all my questions and cleared up.

Two guys came within 3-4 hours and cleared the problem. Let me know what they was doing and told me after what was the cause of the problem. It’s not the first time we have had to call you out for the same problem, I just wished my neighbors understand what wipes do to the system and problems they cause.

I reported a sewage problem, and they came quickly and dealt with it.
Everyone was polite and friendly.
Gary and Julius did a great job and quickly cleared our sewer.