This section sets out the process we follow to install a new or replacement water connection. Click on the drop-downs below to read more, or alternatively refer to the diagrams at the bottom of the page.
If you’re planning to connect to our supply network between mid-November and mid-February, please be aware that there could be delays. Many local authorities won’t permit road closures near shopping areas, to avoid disrupting Christmas and New Year trading.
Please note: if you’re connecting a non-household property, you’ll need to appoint a retailer. For more information, please see our News and Improvements section.
1) You submit application
Please complete the application form (link below). You should aso use this form if you want more than one connection or have more complex requirements.
You’ll also need to upload a drawing detailing the point of entry for your new connection.
For details on how we’ll use the information you provide in your application, click here.
Please note, if you're connecting a non-household property, you'll need to appoint a retailer for the site. More information can be found here.
2) We prepare quote (14-28 days)
We’ll carry out a survey in order to provide an accurate quote, including any traffic management needs. We’ll then provide your quote - this is usually within 14-28 calendar days.
3) You make payment
If you’ve any queries about your quote, please call us on 0800 009 3921. Otherwise you can pay the full amount on your quote using one of the following methods.
Online: Pay with your credit or debit card at thameswater.co.uk/payds. You’ll need to quote the reference number starting ‘DS’ from your quote.
By phone: Phone us on 0800 009 3921 to pay by card. Please note that we don’t accept American Express or Solo cards.
By post: Make cheques payable to Thames Water Utilities Ltd and write the reference number starting ‘DS’ on the back. Send to:
By BACS or CHAPS payment: Pay to the Thames Water Utilities Ltd account, quoting the reference number starting ‘DS’ and using the following information:
Sort Code: 60-00-01
Bank Account: 90478703
For international payments, the IBAN number is GB96NWBK60000190478703
For CHAPS payments, the BIC number is NWBKGB2L
Payment on connection (subject to provision of security): You may choose to pay in arrears if you provide security equal to the expected charges for the works (including an inflation allowance). If you choose this option, you need to make this clear when you accept our quote and do so within the validity period of that quote. The security we accept is:
- A bank guarantee in our favour issued by a bank or building society registered and operating in the United Kingdom, appearing in the list of banks or building societies as compiled by the Bank of England and having an investment grade credit rating;
- A letter of credit in our favour issued by a bank or building society registered and operating in the United Kingdom, appearing in the list of banks or building societies as compiled by the Bank of England and having an investment grade credit rating;
- An on demand bond or guarantee issued in our favour by a third party having an investment grade credit rating;
- A cash deposit.
We will provide the required value and wording for each of the security documents on request. If you choose to pay in arrears, we will calculate charges using the rates published and in effect when the works are completed, which may be different to those in your quote.
If you wish to move ahead with this option, please contact us to discuss.
4) You complete the pipework and call us for an inspection
You or your plumber will need to lay the new supply pipe from the internal stop valve to the agreed point of entry.
If you've used a TAPS 5 approved plumber, he'll send us a certificate to evidence that the pipe has been laid correctly. If the person who has laid the pipe isn't on our approved list, you'll need to book a water regulations inspection by calling us on 0800 009 3921. We'll normally arrange a date and carry out the inspection within seven days of you contacting us.
For more information on how to lay your pipework, please click on the link to our ‘Guide to getting connected’ below.
5) We inspect (within seven days)
You’ll need to be present for the inspection, and will need to have left your trench open. The inspection covers the pipework from the property boundary to the inside stop valve, which isolates the entire property.
The process normally takes at least half an hour, or longer if there is more than one connection to inspect.
We’ll tell you immediately whether you’ve passed the inspection. If you’ve failed, we’ll give you a non-compliance form showing the areas that need to be rectified. You’ll then need to contact us again to arrange another inspection.
Please note, we’ll charge for abortive costs caused by you or your site not being ready when we attend on an agreed day to carry out our works, or where you cancel an agreed appointment.
6) We connect (up to three months)
Once full payment of the quotation has been made and the pipework has passed our inspection, we’ll start planning a connection date.
This typically takes up to three months because we often need to get permission before carrying out work in a road or footpath, or on privately-owned land.
The connection itself is likely to take up to four days to complete. Please also note that we'll need the landowner's permission if we need to work on third party land - see Pipe laying powers on private land - Code of practice.If you’re planning to connect to our supply network between mid-November and mid-February, please be aware that there could be delays. Many local authorities won’t permit road closures near shopping areas, to avoid disrupting Christmas and New Year trading.
7) We clear the site
We're likely to be on site for up to four days. We'll start by laying the communications pipe and connect it to your supply pipe, then fit the outside stop valve and water meter. This work will probably be completed on the first or second day.
Once we've finished, you can turn on the supply. If you're not on site, we'll leave it turned off. We'll then fill in the trench and clear up the road and footpath.
8) Account set up
You need to notify us when meters have been installed, as well as provide the postal addresses allocated to each plot and the TAPS5 certification. We'll then arrange to visit the site to record the details of each meter and check they’ve been fitted correctly - we’ll use this information to set up new billing accounts for the occupants.