Thames Water 40% Bill Increase – No Transparency, No Justification!

FedUpConsumer128

Hi everyone,

I’m posting to see if others are facing the same outrageous bill increase from Thames Water and to figure out what can be done. My latest bill has gone up by 40% with no proper explanation, and every attempt to get answers has been met with corporate nonsense, vague responses, or outright ignoring my complaint.

Here’s what I’ve experienced so far:

1. No clear breakdown of why my bill has jumped by 40%—just generic excuses about “rising costs.”
2. Thames Water ignoring complaints—emails bounce back, and customer service gives scripted, unhelpful answers.
3. Financial support schemes shrouded in secrecy—they demand intrusive personal financial details before even telling customers what they might be eligible for.
4. CCW (Consumer Council for Water) refusing to step in, saying Ofwat approved the increase.
5. Ofwat offering no direct contact options, just a voicemail system with no real help.

It feels like Thames Water is hiding behind bureaucracy while forcing customers to pay for their financial mismanagement.

📢 Has anyone else had success challenging this?
📢 Are there any action groups or legal options we can take?
📢 What’s the best way to pressure Thames Water and Ofwat to respond properly?

I’ve already contacted my MP, Ofwat, and consumer rights journalists, but more voices might help push this issue into the spotlight.

Would love to hear from others facing the same situation!

Grumpy_chap

FedUpConsumer128 said:

Hi everyone,

I’m posting to see if others are facing the same outrageous bill increase from Thames Water and to figure out what can be done. My latest bill has gone up by 40% with no proper explanation, and every attempt to get answers has been met with corporate nonsense, vague responses, or outright ignoring my complaint.

Here’s what I’ve experienced so far:

1. No clear breakdown of why my bill has jumped by 40%—just generic excuses about “rising costs.”
2. Thames Water ignoring complaints—emails bounce back, and customer service gives scripted, unhelpful answers.
3. Financial support schemes shrouded in secrecy—they demand intrusive personal financial details before even telling customers what they might be eligible for.
4. CCW (Consumer Council for Water) refusing to step in, saying Ofwat approved the increase.
5. Ofwat offering no direct contact options, just a voicemail system with no real help.

It feels like Thames Water is hiding behind bureaucracy while forcing customers to pay for their financial mismanagement.

📢 Has anyone else had success challenging this?
📢 Are there any action groups or legal options we can take?
📢 What’s the best way to pressure Thames Water and Ofwat to respond properly?

I’ve already contacted my MP, Ofwat, and consumer rights journalists, but more voices might help push this issue into the spotlight.

Would love to hear from others facing the same situation!

The rules for the rate increases are set by OFWAT.
https://www.ofwat.gov.uk/ofwat-approves-104bn-upgrade-to-accelerate-delivery-of-cleaner-rivers-and-seas-and-secure-long-term-drinking-water-supplies-for-customers/

TW explanation is here:
https://www.thameswater.co.uk/help/account-and-billing/understand-your-bill

Not all customers will see the same percentage increase.  Are you on unmetered water?  

MigsyBigsy

Just had my bill for the year - this seriously take the !!!!!!

QrizB

MigsyBigsy said:

Just had my bill for the year - this seriously take the !!!!!!

That's what your sewerage charge is for

MigsyBigsy

QrizB said:

MigsyBigsy said:

Just had my bill for the year - this seriously take the !!!!!!

That's what your sewerage charge is for

for a one bed flat and single occupancy?

GingerTim

MigsyBigsy said:

QrizB said:

MigsyBigsy said:

Just had my bill for the year - this seriously take the !!!!!!

That's what your sewerage charge is for

for a one bed flat and single occupancy?

Are you on a water meter? It should be much less for a single-occupancy, metered property.

MigsyBigsy

Sadly no water meter. Seems that TW cannot install one.

QrizB

MigsyBigsy said:

QrizB said:

MigsyBigsy said:

Just had my bill for the year - this seriously take the !!!!!!

That's what your sewerage charge is for

for a one bed flat and single occupancy?

For taking urine away.

MigsyBigsy said:

Sadly no water meter. Seems that TW cannot install one.

If they can't fit a meter, you can ask for an assessed charge - what they think you'd be paying if you did have a meter.

MigsyBigsy

from thames water:

"Your details are matching with our records. I could see that you're in assessed household charge (tariff) and property is unmeterable.

The property may be unmeterable for several reasons, including:

•  No space to install

•  Pipework not suitable

•  A shared supply"

Just returned from walking the dog and I can see two meters outside by the staircase

QrizB

MigsyBigsy said:

"Your details are matching with our records. I could see that you're in assessed household charge (tariff) ...

You're already on an assessed charge, then. When was this assessment? During your ownership/tenancy or for previous owners/tenants?

MigsyBigsy said:

Just returned from walking the dog and I can see two meters outside by the staircase

You could potentially ask them out to take another look at fitting a meter.

Failing that, do you own the flat or are you a tenant? If you own, you could potentially get a plumber to rearrange things so that a meter could be fitted.

MigsyBigsy

QrizB said:

MigsyBigsy said:

"Your details are matching with our records. I could see that you're in assessed household charge (tariff) ...

You're already on an assessed charge, then. When was this assessment? During your ownership/tenancy or for previous owners/tenants?

MigsyBigsy said:

Just returned from walking the dog and I can see two meters outside by the staircase

You could potentially ask them out to take another look at fitting a meter.

Failing that, do you own the flat or are you a tenant? If you own, you could potentially get a plumber to rearrange things so that a meter could be fitted.

thanks for the replies.

I own the flat. I think it was assessed years ago during my ownership. 

I will ask TW to see if they can have another look at fitting a meter. thank you