Frequently asked questions
This page offers answers to the most frequently asked payment questions.
How often will I receive my bill?
If you have a meter, we aim to read this every six months. You should therefore receive a bill twice a year.
Learn about reading your meter
If you do not have a meter, you will receive an annual bill in either February or March advising how much your water charges are for the period 1 April to 31 March.
When you move in to a property, you will receive your first bill within ten working days.
This bill will show charges from the date you moved in until the end of March.
When will my Direct Debit payment leave my bank account?
You can choose any day between 1st and 28th of the month for your Direct Debit payment.
You will be notified if your first payment falls on a different date.
What are the benefits of paying by Direct Debit?
Direct Debit payments leave your account automatically so you'll never forget to pay.
Just provide us with your bank details and ten-digit Thames Water account number.
It is simple to set up a Direct Debit payment, plus it leaves your bank account automatically, so you'll never forget to pay.
Is paying by Direct Debit secure?
If you set up a Direct Debit with us you're covered by Direct Debit Guarantee.
We confirm the date and amount fourteen days before the first payment.
In the unlikely event of a mistake, your bank or building society will make an immediate refund.
Will I get confirmation of my instalment plan?
Yes, you'll get a statement within ten working days.
Will my instalment plan continue next year?
Your instalment plan will continue, however instalments may be slightly adjusted in line with changes to water usage or tariffs.
Can I change my instalment plan?
You can change your instalment plan by ringing 0845 9200 888.
Please have your ten-digit account number to hand.
What should I do if my bank details change?
You can inform us of any changes to your bank details by calling 0845 9200 888.
Please have your ten-digit account number to hand.
Does the payment plan include arrears?
Yes, under normal circumstances arrears are included in your plan.
Can I spread the cost of my final bill?
You can spread the cost of your final bill if the outstanding amount exceeds £30.
Please call 0845 9200 888.
Am I charged for any of the payment methods?
Your bank may charge, so please check with them.
The Post Office charges for over the counter payments.
How do I check my balance?
Call us on 0845 9200 888.
Our automated system will check your balance, make sure to have your 10-digit account number to hand.
If you recently made a payment allow three to five working days for our systems to update.
How do I know if my cheque has been received?
Call us on 0845 9200 888.
Our automated system will check your balance, make sure to have your 10-digit account number to hand.
If you recently made a payment allow three to five working days for our systems to update.
Can I get help paying my bill?
I received my bill and have a query about a previous payment. What should I do?
To query a cheque contact us on 0845 9200 888.
Please have your 10-digit account number to hand.
We need to know the cheque number and also the date the cheque was sent.
Can I pay from abroad?
To make payments from abroad please pay into the following Thames Water account:
Sort code: 60-00-01
Account number: 0028 6125
IBAN number: GB55NWBK
