Help & advice
Help & advice
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Finding a document
Please visit our document library to see documentation from the planning process. Documents are organised by construction site, category and time period.
As a result of the construction activities associated with the Thames Tideway Tunnel, it is possible that there may be some small movements in the ground (or "ground settlement"). Our contractors are taking considerable precautions to avoid such ground settlement, and we will be monitoring for any potential ground settlement on buildings along route of the tunnel and near our main construction sites.
The condition surveys would be conducted by an independent building surveyor and be appointed jointly between the project and the property owner. See section 3 of the Settlement Information Paper for information on surveys and pre-condition surveys.
We are offering affected property owners a settlement deed which provides contractual commitment in relation to the measures set out in the Settlement Information Paper, and in particular the arrangements for carrying out surveys, monitoring, and where necessary, repairs. While the settlement deeds are not absolutely necessary (as we are already committed to complying with the Settlement Information Paper), they are useful in setting out the procedures in more detail. They may also be helpful if you are thinking of selling your property as the deed will transfer to the new owner and provide helpful assurance that the Tideway project will look after any possible impacts or damage caused by the construction work.
If you are interested in a settlement deed for your property, please contact the Helpdesk on 08000 30 80 80 to find out more.
To assist local residents and business that we may impact during construction of the tunnel we have non-statutory mitigation and compensation policies. Below you can find links to information on our policies and how to apply for compensation, together with details of the Independent Advisory Service (IAS), the Independent Compensation Panel (ICP) and the Independent Complaints Commissioner.
If you are considering making a claim for compensation, or just wish to speak with us directly, please contact the project team on 08000 30 80 80 or send us a question via the 'Ask us a question' box on this page.
Independent Advisory Service (IAS)
The Independent Advisory Service gives independent advice to those affected by our proposed works. The team can help with the following;
- Our mitigation and compensation policies, explaining how they work and how you may benefit from them.
- How you could be affected if you live above or near the tunnel route and are concerned about the potential impact. They can help answer your questions about ground settlement and subsoil acquisition.
- How you could benefit from our Exceptional Hardship Procedure if you are thinking of selling your property.
You can call them on 08000 30 80 80 between 9.00am and 5.30pm, weekdays. If you have questions about mitigation and compensation policies, ground settlement or subsoil acquisition. Outside these hours, you can leave a message and an IAS representative will get back to you. You can also email the IAS team via firstname.lastname@example.org.
The Tideway team is not responsible for any advice given by the Independent Advisory Service.
Independent Compensation Panel (ICP)
The Independent Compensation Panel has been set up to oversee and determine claims made under any of our non-statutory compensation policies. John Wade has been appointed as Chair of this Panel, which will include two other members who will be chosen from a pool of independent experts, depending on the nature of the claim. The Panel will ensure all applications for non-statutory compensation are dealt with in an impartial and transparent way.
You can contact the ICP via email@example.com
If you are not satisfied with the response you receive from the Independent Compensation Panel, you may contact the Independent Complaints Commissioner (ICC), who will ensure that the correct process has been followed. The ICC's role is to investigate unresolved complaints to ascertain whether the project has met its commitments and complied with agreed policies and procedures.
Independent Complaints Commissioner (ICC)
You can contact the ICC via firstname.lastname@example.org
The Independent Compensation Panel and the Independent Complaints Commissioner will only respond to enquiries or review complaints if the Tideway team has been given the opportunity to help you first.
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Contact Thames Water
For Thames Water billing and account enquiries please call Thames Water on 0800 980 8800.
Lines are open from 8am to 8pm, Monday to Friday, from 8am to 6pm on Saturday and closed on Sunday and bank holidays.
For any calls regarding water supply and wastewater services please call Thames Water on 0800 316 9800. Lines are open 24 hours a day.
Call 08000 30 80 80 if you need a telephone language interpreter, we are open 24 hours a day.
We will call you back with an interpreter the next working day, unless your query is urgent.
24 hour helpdesk
If you have a question, you can speak to one of our friendly team members, and we'll do our best to help.
08000 30 80 80
Our 24 hr helpdesk is available to answer your questions about the project and help with any problems which may arise from our construction. To find out more please click here.
We take seriously every complaint we receive about our project and we make every effort to resolve complaints swiftly and without delay. To find out more please click here.