Thames Water haven’t set up my account

Hi there.
in 2020 I moved into a new build house and dutifully reported the move to Thames Water. 
After a few months I realised that they were no longer taking any payment out of my account and contacted them to ask what was happening. They couldn’t find my address although could see that I had sent them change of address online etc. and to not worry they would have it set up soon. 
It’s now 2 years since we’ve moved in and despite contacting them several times to try and get it sorted out, giving them a reading from the meter in the street outside property etc and they still haven’t set up an account and charged me. 
I even got a call from them 2 weeks ago about a potential leak to my OLD property and said again that I had moved and could they check into my account…no…different department!!
I have been putting aside some money each month to cover what I assume will be a huge bill when they do get round to charging me but I still don’t know what else I should do to get this resolved and how long they will leave it before they realise! Also, is there some limitation on how far back they will charge me??
Anyone had any experience of this? 

Thanks a lot for reading!


  • Raise a formal complaint by email.
  • GingerTim
    GingerTim Posts: 1,909
    First Post First Anniversary Name Dropper Combo Breaker
    Are you definitely in the Thames Water catchment area? I'm in North London but come under the ambit of Affinity Water. 
  • macman
    macman Posts: 52,949
    Name Dropper First Post First Anniversary
    edited 4 September 2022 at 8:14PM
    'No longer taking payment out'. So, did they initially take payment at the new address, and then stop? Or are you saying that you moved between properties in the TW area and they never registered you to the new address?
    Have you given them the meter s/n and asked them to search their database against that for an address?
    After 2 years, it's time for a complaint to the CCW.
    No free lunch, and no free laptop ;)
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