Thames Water Customer Voices is Thames Water’s online research community made up of people like you that want to get involved in helping Thames Water improve their services.

Verve Partners Limited ("Verve") is an independent market research company that specialises in building and managing online communities. Thames Water has commissioned Verve to manage Thames Water Customer Voices. Verve is responsible for the maintenance of the community panel website, setting up and managing research activities such as surveys and discussions, and community administration. Further information about Verve can be found at www.addverve.com.

You can leave at any time using the unsubscribe button at the bottom of the emails that you receive from us. Alternatively, you can unsubscribe by emailing our helpdesk with the word “Unsubscribe” in the subject line.

We will use the research and information you give us to support Thames Water in developing their services to better meet your needs. We may publish survey results in the press or use them in our internal marketing materials. All results will be published at an aggregate level and will be kept anonymous. For further details see our Privacy Policy.

If you haven't had an email for a while please make sure they haven't been filtered into your junk mail or spam folders.

We try to ensure we only send you surveys that are relevant to you and are based on the needs of the business, so it may just be that recent surveys weren't right for you.

Verve, our selected third-party provider, has been through a rigorous information security process. As the Thames Water Customer Voices website is separate to our main Thames Water website, you'll sign up to Thames Water Customer Voices separately and no information will be shared between the two sites. This includes email addresses. All logins to the website are completed via a secure site with SSL encryption.

It won't be used for marketing purposes or to sell products and services.

The Thames Water Customer Voices helpdesk can only help with questions about the Thames Water Customer Voices website or surveys. If you have any issues with your Thames Water account or service, please contact Thames Water directly by contacting their customer services. Contact details can be found on the website here: https://www.thameswater.co.uk/contact-us

If you've just joined the panel and have not yet received an email asking you to validate your email address you will not be able to log in. If you have not received the validation email, please contact helpdesk.

If you're already a member of the panel, please make sure you don't enter extra blank spaces when typing/pasting in your email address or password. The password is case sensitive.

If you have forgotten your password and requested a new one, the Reset password email can take up to 10 minutes to arrive, depending on your email provider. If your link doesn't arrive it may be that you entered an email address which is not identical to the one you registered with.,or the link could be in your junk mail or spam folder.

To change your email address on Thames Water Customer Voices, please contact our helpdesk.

You can update your password on the reset password page. Please ensure you choose a new password that includes 6 to 12 characters and at least one number. The password is case sensitive and must not include any spaces.

If you change any personal details on Thames Water Customer Voices these won't be updated on your Thames Water account and vice versa.

If you experience any other technical errors related to Thames Water Customer Voices or the surveys and research activities we ask you to complete, please email the helpdesk.

If you have any questions related to Thames Water’s products or services you receive, please contact Thames Water’s Customer Service directly, contact details are here: https://www.thameswater.co.uk/contact-us

If you are having problems which are not covered by the previous categories, please email our helpdesk.