Wastewater network

We offer a range of services to make sure that our wastewater network runs safely and smoothly. These are summarised below and if you’d like more information on our services and tariffs, please see our wholesale service offering and wholesale tariff document.

To deliver a quality service across our wastewater network we can work with your customer to resolve issues including:

  • blockages, odour and external floods
  • internal floods
  • pollution
  • rodents
  • defective manhole covers.

If your customer reports an issue you should check that they are within our operational area by using our postcode tracker, which can be found here. If they are within our wastewater supply area and are facing any of the issues listed above, please ask them to call us on 0800 316 9800.

We can then visit the site to investigate the problem, diagnose the root cause and determine the appropriate course of action. If the cause of the incident is identified within a private or third party asset, the third party must complete the repairs.

Thames Water assets on your customer’s property

In some circumstances we may own assets on your customer’s property, and we'll need access to the property to maintain and investigate any issues. This relates to:

  • FLIP devices - usually a pump that has been installed to support flooding prevention
  • small sewerage pumping stations - we can adopt and maintain privately owned pumping stations.

Protecting your network

Bin it – don’t block it helps people across our area to understand the consequences of putting the wrong thing in the drain. By law businesses are required to make sure that their kitchen waste doesn’t block or damage our sewers. Our dedicated network protection team are visiting catering businesses with problems linked to sewer abuse and we offer free advice and support to help them improve how they manage their kitchen waste.

Everyone is responsible for helping prevent blockages caused by fats, oils, greases and food waste. Our advice can help your customers protect the wastewater network. For more information on keeping drains clear click here and how to manage kitchen waste please click here.