What your Thames Water contract says

In short

This is a domestic water and sewerage services agreement with Thames Water Utilities Limited, the largest water and wastewater company in England and Wales. Unlike energy and telecoms, water supply is a regional monopoly (you cannot switch water provider). Thames Water supplies clean water to your property and removes wastewater. You are charged either on a metered basis (per cubic metre used) or an unmetered basis (rateable value of your property). Thames Water is regulated by Ofwat, which sets price limits through five-year price reviews. The company must also comply with the Water Industry Act 1991 and drinking water quality standards enforced by the Drinking Water Inspectorate.

What you agree to do

• You must pay your water bill on time, whether billed monthly, quarterly, or annually.
• You must not waste water or allow leaks on your side of the supply pipe to go unrepaired.
• You must allow Thames Water access to read your metre or inspect pipes if given reasonable notice.
• You must not connect any unauthorised fittings or pipes to the mains supply or sewerage system.

What you can ask for

• You have the right to request a water metre be fitted free of charge, which may reduce your bill.
• You can revert to unmetered billing within 12 months of having a metre installed if your bill is higher.
• You can apply for a reduced tariff through Thames Water's social tariff scheme if you are on a low income.
• You can complain to the Consumer Council for Water (CCW) if Thames Water does not resolve your complaint satisfactorily.

Points worth knowing

• No ability to switch providerWater supply is a regional monopoly in England. You cannot switch to a different water company regardless of service quality or pricing. Your only recourse is to complain to Ofwat or the Consumer Council for Water.
• Charges can rise significantly at price reviewsOfwat sets Thames Water's prices in five-year cycles. At each price review, charges can increase substantially (the 2024 review approved bill rises of over 20% in real terms over the next five years).
• Liability for supply-side pipe repairsYou are responsible for maintaining the water pipe from the boundary of your property to your house. Leaks on this section are your cost to repair, which can run into thousands of pounds.
• Sewerage surcharges for surface water drainageIf your property drains rainwater into the public sewer, you pay an additional surface water drainage charge. Some properties can apply for exemption, but the process requires evidence.

Dates and deadlines

Billing cycle

Billed monthly (metered) or annually/six-monthly (unmetered); payment dates shown on your bill

Metre revert window

Within 12 months of having a metre installed (you can revert to unmetered billing if it is cheaper)

Ofwat price review

Every five years; next determination covers 2025-2030. Bill changes take effect on 1 April each year