Our service levels

Last reviewed:

Our service standards

We monitor our performance against a range of service standards for sewer adoptions work.

In common with other water companies, we report this to Water UK, who publish the performance levels quarterly.

If you tell us we’ve failed to achieve any of the service standards, we’ll investigate. This table shows what we’ll do if we’ve missed the target, and it’s not for reasons outside our control.

Please note, this is a temporary scheme, effective from 2 April 2018. In line with the requirements of Ofwat's new code for adoption agreements, we’re working with Water UK and all other companies to determine appropriate and consistent redress arrangements across the sector.


We try our best to get things right first time, but realise that we occasionally don’t achieve the high standards we set ourselves.

If you’re concerned about any aspect of our service, please write to developer.services@thameswater.co.uk marking your email for the attention of the Customer Management Team. We’ll reply to your complaint within five working days of receiving it, and will tell you the contact details of the case manager dealing with your complaint.

Please see our customer quality scheme for further details.