New Thames Water online tool to make reporting problems easier

By Barrie Hudson - 30 November 2023


Thames Water has launched new interactive map for members of the public to report and pinpoint locations experiencing operational issues.

The firm says it aims to make it easier and quicker for members of the public to report sewer flooding, blockages or leaks.

The tool can be found at

Members of the public can also report pollutions using the new map as part of what Thames Water says is an ongoing commitment to transparency and protect rivers and streams. 

With graphics and help guides available, users will be able to use the site to narrow down the nature of the problem they are experiencing or have witnessed. 

They can then report the problem, upload photos and videos and provide a location by using the interactive map, which contains boundary lines and property numbers, to pinpoint the exact location of the problem.  

Users can also use the map to view all planned maintenance work going on in their area, including details of traffic and roadwork updates so motorists can better plan their journeys.  

Once a report is made, the company’s operational software will schedule for the issue to be investigated and where necessary fixed by Thames Water engineers.

Members of the public will receive a case reference number and users will be able to receive progress alerts and updates.   

David Bird, retail director at Thames Water, said: “We’re delighted our new online map has gone live.

"As a company we are committed to connecting with our 15 million customers and improving the service we provide to them. With this new tool, customers can report issues in a fast and simple manner that works for them.  

“We’re also excited members of the public are now able to report pollutions they spot online. Our aim will always be to try and do the right thing for our rivers and we’re grateful to anyone who takes the initiative to tell us about a possible pollution. 

"Time can sometimes be a crucial factor in turning a minor issue into a major one. We’re making it as quick and easy as possible for people to report something when they see it, because the sooner we can get to a problem the better.” 


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