Frequently asked questions

• What is changing?

  For most council tenants, the way you pay for water is changing. Currently you pay water charges to the Council when you pay your rent. The Council collects these charges and pays them to Thames Water.

  This is changing from April 2020 when you will no longer make payments to the Council for water.

  Thames Water will send a separate water bill to you instead and you will pay Thames Water directly.

  From April 2020 the Council will no longer include water charges as part of your rent. 

  Note – some council tenants already pay Thames Water directly.

• Why is the way tenants pay for water changing?

  Thames Water have ended their contract with the Council to collect their water charges from tenants. They have decided that it is simpler and clearer if tenants pay Thames Water directly for their water charges.

  Thames Water would like a more direct relationship with their customers, so that they are able to learn more about you, and give you access to several tariff reductions and free of charge water saving devices.

• When will Thames Water tell me more details?

  Thames Water will send you a letter by 14 February 2020. The letter will give you more details about what you need to do and when; it will also provide you full information on the full range of services, including those for people who need extra help and support.

  Further information is also available on the Thames Water website and there is also an FAQ section which has answers to many common questions about this change. 

  If you don’t receive a letter from Thames Water by 14 February 2020, please telephone them to let them know: 0800 009 4238 (Monday to Friday from 8am-8pm and Saturday from 8am-1pm).

• How will I pay Thames Water?

  Thames Water will send you a water charges bill by 17 April 2020. This will show the total amount you need to pay for the 12 months from April 2020 to March 2021.

  Please don’t panic! It will look like a lot of money – but you do not need to pay it all at once. If you divide the total amount by 52 it will be slightly more than what you pay each week with your rent. This is because every year there is a slight increase in the water charges.

  You can pay Thames Water in a variety of ways – for example direct debit, Paypoint card, via the bank, online. Please see full details at www.thameswater.co.uk/my-account/billing-and-payment/paying-your-bill.

  You can also choose to pay monthly, fortnightly or other frequencies.

  If you do not choose a different way to pay, Thames Water will send you a PayPoint card by May 2020.

• What should I do? 

  1.    You should carry on paying your water charges to the council until 1 April 2020
  2.    When you get the letter from Thames Water – take time to read it through carefully and decide how you would like to pay for your water

  You can pay Thames Water by a variety of methods – for example direct debit, Paypoint card, via the bank or online.

  Please see full details on the Thames Water website or call 0800 009 4238 (Monday to Friday from 8am-8pm and Saturday from 8am-1pm).
  If you do not choose a different way to pay, Thames Water will send you a PayPoint card by the end of May 2020.  

• How will I know how much rent to pay from April 2020?

  By early March 2020, we will write to you with the new weekly rent charge to pay to us from April 2020, as we do every year. The difference this year is that the weekly rent charge will no longer include water charges.

  If you are in arrears you will need to make extra payments to reduce and clear your arrears. If you do not have a payment plan in place, please contact your income officer to agree a plan on 020 8854 8888 or by email: rent-account-enquiries@royalgreenwich.gov.uk.

• Will Thames Water increase the water charges?

  Thames Water have always set the water charges, even though you paid water charges to the Council. Thames Water have not confirmed the charges for next year yet, but they usually increase by a small amount each April.

  Water companies are regulated by OFWAT and there are rules they must follow when they are setting their charges.

• How can I reduce my water bills?

  Thames Water offers the WaterSure Plus scheme which is a means tested scheme for tenants on low incomes. From April 2020, WaterSure Plus will be renamed WaterHelp. The letter you receive from Thames Water will include a Watersure Plus application form. Further information can be found on the Thames Water website.

  You can also download the WaterSure Plus application form and email the completed form to ecs@thameswater.co.uk or post the form back to Thames Water, PO Box 508, Swindon, SN38 2TX.

  Or alternatively call Thames Water on 0800 980 8800. If your hearing or speech is impaired, you can contact them using the Next Generation Text Service (NGTS).

  Thames Water also offers advice on their website about reducing water usage and saving money.

• How can I get extra support to help me with this change?

  Thames Water can provide extra support if you or a family member:

  • are eligible for a pension 
  • have restricted mobility or a physical disability
  • have a chronic or serious illness
  • need a consistent supply of water for a medical condition or equipment (such as dialysis or skin conditions)
  • in need of foreign language or further communication support (such as dyslexia)
  • have problems making decisions that affect your daily life (such as dementia)
  • are registered blind or partially sighted
  • are deaf or hard of hearing 
  • are living with a mental health condition
  • are experiencing temporary life changes
  • are a family with young children under 5

  Thames Water priority services team offer a range of services if you need them.

  For more details:

  • visit www.thameswater.co.uk/priorityservices
  • e-mail ecs@thameswater.co.uk
  • telephone 0800 009 3652 (9am to 5pm, Monday to Friday)
  • If your hearing or speech is impaired, you can contact Thames Water using the Next Generation Text Service (NGTS)

   

• Where can I get more information?

  Thames Water will send you a letter by 14 February 2020. The letter will give you more details about what you need to do and when; it will also provide you with information on the full range of services, including those for people who need extra help and support.

  You can find out more:
  •    in the frequently asked questions at www.thameswater.co.uk/laha/About-your-bill  
  •    at www.thameswater.co.uk/yourthames
  •    by telephoning Thames Water on Freephone - 0800 009 4238 - Monday to Friday from 8am-8pm and Saturday from 8am-1pm

  Get information about money issues, debt and benefits 

  For more information about the changes to water charges, you can email changes-to-water@royalgreenwich.gov.uk or call the enquiry line on 020 8921 6442.

  Further information is also available on the water regulator OFWAT’s website.

   

• What about leaseholders?

  The council does not collect water charges for any leaseholders, so leaseholders are not affected by these changes.