Did you know the easiest way to get in touch is through our online portal My Account?
With our online portal, you can view and download your bills, manage your Direct Debit, tell us you're moving, make payments and check your balance – all from the comfort and convenience of your computer, laptop or smartphone.
Get in touch with us by phone
Billing / Account enquiries
Water supply / Engineering works
Out of hours emergencies
Notify us of a bereavement
Have we got something wrong?
First and foremost – we’re sorry
So we can try to put it right, please call us on 0333 000 0001. We're here Monday to Friday, 8am to 7pm, and Saturdays between 8am and 1pm.
Our aim is to resolve your complaint on first contact with us using whatever channel you chose, the quickest and easiest way to contact us is by telephone or by using our Live chat, Twitter or Facebook. Should you wish to drop us a message the link can be found above - ‘Send us a message’ either through My Account or continue as a guest.
Once we have provided a full response to your complaint if you remain dissatisfied, then your compliant can be escalated to Stage 2 of our complaint process. If we are unable to reach resolution at this stage you can refer your case to The Consumer Council for Water (CCW) for Independent Review and WATRS (Water Redress Scheme).
We aim to respond to all complaints within 5 days, however complaints of a more complex and technical nature can take up to 10 days to have a full response.
Our complaints procedure can be viewed by clicking on the button below.
Although we bill for Southern and Thames Water we are unable to help you with wastewater emergencies as this is not part of our network