Manage your account
We want to help you as quickly and efficiently as possible.
You can contact us in a number of ways: submit your enquiry online through one of our easy-to-use forms; call us on our customer helpline, or write to us.Firstly, tell us what you want to do:
Set up an account
Online
The easiest way to set up a new account with us is online through our easy-to-use form. Please select the appropriate link below.
I am a household customer
I am a business customer
By phone
Please phone our Customer Centre on 0845 9200 888 (to use Minicom or Typetalk call 0845 7200 899).
Our Customer Centre operating hours are:
- 8am to 8pm (Monday - Friday)
- 8am to 1pm (Saturday)
- Closed on Sundays and Bank Holiday
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
By post
Thames Water
PO BOX 286
Swindon
SN38 2RA
Billing and account enquiries
Online
Email us
By phone - self-service
Our secure, automated telephone service is quick, easy to use and available 24 hours a day, you will need the ten-digit reference from your bill.
Call 0845 9200 888 to complete any of the following:
- Pay your bill using a debit or credit card
- Set up or amend a payment plan
- Set up or amend a direct debit payment
- Request a replacement payment book or card
- Change your payment day
- Tell us you have paid your bill
- Hear your current balance
- Apply for a water meter
- Submit a meter reading
- Request your meter information (last reading, next read date, serial number)
- Request a copy of your last bill
Want to speak to someone in person?
Phone our Customer Centre on 0845 9200 888 (to use Minicom or Typetalk call 0845 7200 899).
Our Customer Centre operating hours are:
- 8am to 8pm (Monday - Friday)
- 8am to 1pm (Saturday)
- Closed on Sundays and Bank Holiday
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
By post
If you are unable to call or email us, you can write to us. We will contact you as quickly as possible, but it may take us up to ten working days from receiving your letter to send our response.
Thames Water
PO BOX 286
Swindon
SN38 2RA
Pay your bill
We've made paying your bill as simple as possible, with a range of payment options to suit your needs. You can pay your bill in full or arrange an instalment plan with us.
Visit our billing section to choose the option that suits you best. Please select the appropriate link below.
Tell us you're moving
We realise that moving can be a tricky business so we've made it as simple as possible to let us know. Please select the appropriate link below.
Submit a meter reading
Online
Submit a meter reading
By phone - self-service
Call our secure, automated telephone service 24 hours a day on 0845 9200 888.
Want to speak to someone in person?
Please phone our Customer Centre on 0845 9200 888 (to use Minicom or Typetalk call 0845 7200 899).
Our Customer Centre operating hours are:
- 8am to 8pm (Monday - Friday)
- 8am to 1pm (Saturday)
- Closed on Sundays and Bank Holiday
To help us continually improve the quality of our service we record all calls.
By post
If you are unable to submit your reading online or over the phone, you can send it to us by post.
Thames Water
PO BOX 286
Swindon
SN38 2RA
Request a water meter
Online
Request a water meter online
By phone - self-service
You can request a water meter through our automated telephone service on 0845 9200 888. Lines are open 24 hours a day.
Want to speak to someone in person?
Please phone our Customer Centre on 0845 9200 888 (to use Minicom or Typetalk call 0845 7200 899).
Our Customer Centre operating hours are:
- 8am to 8pm (Monday - Friday)
- 8am to 1pm (Saturday)
- Closed on Sundays and Bank Holiday
To help us continually improve the quality of our service we record all calls.
By post
Thames Water
PO BOX 286
Swindon
SN38 2RA
Water and wastewater services
Online
Email us
By phone
Call us 24 hours a day on 0845 9200 800 for:
- Emergencies
- Water and wastewater enquiries
- Other non-billing enquiries
To use Minicom or Typetalk call 0845 7200 898.
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
By post
If you are unable to call us, you can send us a letter. We will contact you as quickly as possible, but it may take us up to ten working days from receiving your letter to send our response.
Thames Water
PO BOX 436
Swindon
SN38 1TU
General enquiry
Online
Email us
By phone
Please phone our 24 hour Customer Centre on 0845 9200 800 (to use Minicom or Typetalk call 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
By post
If you are unable to call or email us, you can write to us. We will contact you as quickly as possible, but it may take us up to ten working days from receiving your letter to send our response.
Thames Water
PO BOX 286
Swindon
SN38 2RA
Making a complaint
We are committed to providing excellent customer service and this is backed up by our Guaranteed Standards Scheme.
Read more about our Guaranteed Standards Scheme
If you're unhappy with the service you have received, we want to know about it so we can improve our service.
Guidance on making a complaint
You can contact us:
By phone
Call our Customer Centre on 0845 9200 800 (to use Minicom or Typetalk call 0845 7200 899)
Online
Email us
By post
If you are unable to call or email us, you can write to us. We will contact you as quickly as possible, but it may take us up to ten working days from receiving your letter to send our response.
Thames Water
PO BOX 436
Swindon
SN38 1TU
