Thames Water and coronavirus – what you need to know

[Thames Water]

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These are uncertain times – but you can be sure of our service 

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--> Hello,

It’s a challenging time for us all, but at Thames Water we’re doing all we can to make sure the essential services we deliver remain a constant you can rely on.

Our teams are out on the front line, making sure our pipes and treatment works are delivering – supplying fresh water to, and taking wastewater from, 15 million people, including the region’s key workers, hospitals and care facilities. Others of us are hard at work supporting customers and front-line colleagues and making sure everyone has one less thing to worry about.

So, while a great many of us are now self-isolating or working from home, you might still see some of us out and about as we continue our vital work. Please rest assured, nothing’s more important to us than the health and safety of our customers and employees, so we’re following governmental health guidelines and taking every precaution as we work.

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--> When to contact usIf you have an urgent issue like flooding, or your water stops, don’t worry – our 24 hour helpline is always open on 0800 316 9800.

However, as we work to protect our employees’ health and do all we can to be there for our most vulnerable customers, we’d really appreciate your help. For now, our call centre is closed for general billing enquiries - while we have a few agents on hand to talk if you’re worried about paying your bill (there’s more information on financial support below), we’re asking you not to call us for anything else.

Please avoid contacting us by post at the moment too. Because our people are working from home wherever possible, it’s difficult to respond to letters posted to our offices.

Thanks for bearing with us, and remember, there’s plenty you can do in an instant with your online account at thameswater.co.uk/onlineaccount [http://www.thameswater.co.uk/onlineaccount] . Use this service to:

- Make and manage payments – including setting up a Direct Debit to spread them across the year
- Tell us you’re moving home
- Update your contact information, or amend your bank details for your Direct Debit
- Add additional account holders
- Download copies of your bills – useful as a proof of identity
Sign in now at thameswater.co.uk/onlineaccount [http://www.thameswater.co.uk/onlineaccount] 

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--> What to do if you’re worried about billsWe know the coronavirus outbreak is having a real impact on your everyday life. And that this could mean that when bills arrive, they bring worry along with them.

We hope you’re feeling safe and supported and the pandemic hasn’t affected you financially. We’re really grateful that those who can pay continue to do so – your bill payments allow us to keep your essential services running and support those who need it most.

But if you’re struggling, please know we’re here for you. There are many ways we may be able to support you, including immediate help for those most affected by the pandemic – you can see our whole range of financial support at thameswater.co.uk/helptopay [http://www.thameswater.co.uk/helptopay] 

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--> Have any questions? If you want to know more about how we’re working during the outbreak or have any questions about your services, you’ll find all you need to know on our dedicated advice page. Please visit thameswater.co.uk/coronavirus [http://www.thameswater.co.uk/coronavirus] for more information.

There’s been a lot of change for everyone over the past few weeks, and we’re sure there’ll be more to come. We’ll keep our dedicated webpage up to date so you can always know what’s going on with your service.

Stay safe and take care,

Kelly Macfarlane
Customer Experience Director

PS With toilet paper now hard to come by, you might be making do with alternatives. Things like wet wipes, kitchen roll and tissues might do in a pinch, but they can block your pipes. Protect your home from sewage flooding by popping them in the bin – not down the loo. Find out more at thameswater.co.uk/binit [http://www.thameswater.co.uk/binit] 

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Thames Water Utilities Limited (company number 2366661) . Registered at Clearwater Court, Vastern Road, Reading, Berkshire RG1 8DB

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