Events and incidents

As a business, charity or public sector organisation your primary point of contact should be your retailer. As your wholesaler, we’re committed to providing a quality service across your network. You can find information about how we’ll work with you and your retailer below.

To deliver a quality service across our network, we can work with you and your retailer to resolve issues, including:


  • water quality incidents
  • changes in water pressure
  • leakage and/or burst mains
  • interruptions to the supply of water.


  • waste asset failures (excluding blockages) which restrict or remove service
  • blockages, odour and external floods
  • internal floods
  • pollution
  • rodents
  • defective manhole covers
  • unconsented trade effluent discharges.

If your premises is within our supply area and you’re experiencing any of the above, please call us on 0800 316 9800.

Our priority will be to address the issue and we’ll also keep you updated on progress though Thames Water In Your Area, messaging information on our call centre answering service, social media (Twitter and Facebook), text message alerts, media releases and/or post and letter drops.