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Pro Tips for Thames water customer services callers
Thames Water has working partnerships with national, regional and local organisations, companies and groups, to build towards a more environmentally friendly and sustainable future, working closely with communities and nature to make a difference.
You can find all the information available from Thames Water responsibility reports since 2005 – in PDF format, downloadable from the Thames Water website.
Thames Water is the UK’s largest water and waste-water service provider, providing water related services for the greater London area.
You can look at an online map of the area covered by Thames Water, on the website.
Frequently asked questions for the Thames water contact number callers
What is water hardness?
Hard water has a naturally occurring higher content of calcium and magnesium – which would mean that low quantities of these compound would make your water soft.
Hard water need to be treated differently and handled differently too.
Hard water is perfectly safe to drink but can cause a scale in kettles, in irons and left without flushing, toilets too.
Where does Thames Water come from?
There are aquafiers that supply most of it, some rivers too.. but mostly groundwater. Stored in reservoirs and treatment plants that handle the water for Thames Water customers. Thames Water supplies to over nine million people a day.
What if I’m getting cloudy water?
Sometimes, this can be air-bubbles trapped in the system, usually the result of some work that was done on the pipes.
Also could be chalk deposits. Sometimes natural water can contain some chalk from minerals in the soil. If this doesn’t dissolve properly, you could see the result in cloudy water.
A glass of water with chalk in it, will take about an hour to clear and you can see the left over chalk sediment at the bottom of the glass.
How do I make a payment?
You can pay the following ways:
- Direct Debit
- Pay by credit card
- Pay by debit card
- Pay by phone
- Set up payments
Of course a direct debit will be the easiest way to pay. You can call the customer care helpline and speak to one of the advisors about setting this up. Then the money will be deducted from your account each quarter or month, etc..
I don’t understand my bill, please help?
You will have metered and un-metered charges on your bill – the metered charges are the charges for your water based on the amount you used and determined when you gave a meter reading. Un-metered bills are an estimate based on where you are and the amount of water a family in that house would normally use.
At the bottom of your bill will be the comparison chart, this will show you how much the current rate and consumption is in your area.
Under meter reading, you will see the volume of water used and the price and total. This is all the water you used in the last month.