Our commitment to you

How to claim compensation

We aim to provide a dependable, supportive and transparent service at all times. That’s why we put you at the heart of our decisions every day, using insights you’ve shared with us to shape our commitments for the future.

If we don’t deliver on our commitments for any reason, we’ll compensate you for any inconvenience caused. Find out more about our simple compensation scheme below.

When booking an appointment, we’ll let you know whether to expect us before or after 1pm. If possible, we’ll provide an exact two-hour time period.

If we need to cancel your appointment, we’ll give you at least 24 hours’ notice. 

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £50 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

If you write to us with a question about your bill or account, we’ll reply within 10 working days from the date we receive your letter or email. 
If you ask us to change the way you pay, we’ll reply within 5 working days from the date we receive your letter or email.

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £30 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

If you write to us with a question or complaint about your water or wastewater service, we’ll reply within 10 working days from the date we receive your letter or email.

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £30 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

If you write to us about our priority services or apply to join our priority services register, we’ll reply within 5 working days from the date we receive your letter or email.

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £20 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

We’ll give you at least 48 hours’ notice if we plan to turn your water off for more than four hours.  We’ll also tell you when we expect the turn your water back on.

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £30 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

If your water supply turns off unexpectedly, we’ll always aim to have your supply back to normal within 12 hours. For large pipe bursts, which are tricky to fix, we may extend this to 48 hours. 

If we don’t meet this standard

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £30 after the first 12 hours (48 hours for large pipes), plus £10 additional compensation for every further 24-hour period

When you’ll receive it: We’ll send you all the details you need to know within 1 month

At the point where our water leaves our pipes and enters your property, we always aim to provide a minimum pressure of 7 metres static head in the pipework serving your property.

If we don’t meet this standard

How to claim: Please claim for compensation if your pressure has dropped unexpectedly. We’ll compensate you if your pressure dropped lower than the minimum for at least one hour on two separate occasions within a 28-day period
What you’ll get: £30 
When you’ll receive it: We’ll respond to your claim within 1 month

You can only claim compensation for loss of pressure once during any financial year (1 April to 31 March). If loss of pressure relates to essential work on our pipes or a drought, we may not be able to compensate you, but we’ll take a look at your case and let you know as soon as we can.

If a problem on our network affects the quality of your tap water, we’ll do everything we can to fix it as quickly as possible. We’ll also pop a ‘restriction of use’ notice through your door if you need to stop using your water temporarily.

If we issue a ‘restriction of use’ notice

How to claim: We’ll credit your Thames Water account automatically so that you don’t need to do anything

What you’ll get: £30 

When you’ll receive it: We’ll send you all the details you need to know within 1 month

If a sewer overflows and wastewater seeps into your home, under your suspended floor or onto your land, we’ll automatically compensate you.

How to claim: If you experience flooding in your home, we’ll credit your Thames Water account automatically. If you experience flooding on your land, please claim for compensation within three months of the incident, providing details of any losses, damages, or serious loss of amenity you’ve experienced
What you’ll get: Each time flooding seeps into your home, you’ll get the equivalent amount of what you’d pay for wastewater that year (minimum £150; maximum £1,000)
Each time flooding seeps onto your land, you’ll get the equivalent amount of half of what you’d pay for wastewater that year (minimum £75; maximum £500)
When you’ll receive it: We’ll respond to your claim within 1 month

We may not be liable for damage caused by sewer flooding when it happens for reasons beyond our control. We’ll do everything we can to help put it right, but if flooding relates to extreme weather or problems with your own pipes, we may not be able to compensate you. We’ll take a look at your case and let you know as soon as we can.

Still got questions?

How much will I get?

The amount you’ll get depends on what’s happened and how it’s impacted you. And we always want to make sure you get the amount you deserve.

This means we’ll sometimes use our discretion to provide additional compensation for severe incidents or other problems not listed here.

 

I haven’t been compensated yet. What’s going on?

We always aim to send you a letter about your compensation within 1 month. We’ll usually credit your Thames Water account or send you a cheque within this timescale.

If you don’t have an account with us but you’re still our customer, for example if your landlord pays the bill, we’ll write asking for your details so that we can send you a cheque.

Sometimes we’re delayed getting in touch with you, but we’ll always include extra compensation to say sorry for the delay.

Please wait one month before getting in contact with us.

 

What if I’m a business owner?

Please get in touch with the company who sends you your water bill to find out more about their compensation policy.

 

Can’t find the help you need?

If you think you should get compensation but:

  • haven’t heard from us in one month, or 
  • can’t find your problem listed here

please fill out our form within three months of the incident. We’ll do everything we can to help.

Claim for compensation now

In this section

Business loss of profits policy statement Frequently asked questions