If you are going to call Thames Water about an issue...

sebtomato

...do record the call yourself.

I was told some complete rubbish by someone clearly based in India. First, he said the "usage looks normal to me" without even asking the size of the household or usage patterns. He then said "the meter is working fine as it's reporting data regularly" (smart meter). When I asked to talk to a manager, he said "sorry, it's not possible as I can't give my handset to someone else because of Covid". I know Covid has been the excuse for many utility companies now, but this is a first.

When I did an escalation (had to involve OFWAT as TW were not answering emails), TW first couldn't find the call (inferring I had made it up). After some pressure applied, they did find the call but "unfortunately, recording is not available" of course to their advantage. I am sure they must have listened to it and decided best to delete it. Interestingly, the calls to the escalation teams are indeed recorded...