Thames Water Moving Home: Final Bills and Credit Refunds

Leaving a property supplied by Thames Water? Closing the account is not always the same as receiving an immediate refund of any amount shown in your online balance. The company needs a move date and, where relevant, meter information before the final bill can be worked out. Keep the old property’s account number to hand so that questions about a credit do not get mixed up with the new address.

Tell the supplier you are moving

Thames Water’s moving-home guidance explains how to report leaving an address and manage the account through the official online route. Confirm your last day at the property and check whether the bill is metered or unmetered. If the property has a meter, follow the provider’s instructions for the reading needed at the changeover. Do not assume a landlord, letting agent or the next occupant has already closed your account on your behalf.

Wait for the final account position

A payment showing as credit before the move may be adjusted when the last usage is billed or an outstanding payment is posted. Read the final bill when it becomes available and verify the supply address, closing date and any recorded meter reading. If a balance remains in your favour, use the company’s own guidance or support channel to ask how it is repaid. A prior direct debit amount is not the same as a confirmed refundable closing balance.

If you also have a new Thames Water address

You may need to tell the company about both the account being closed and the new property receiving service. Keep the two supply addresses and moving dates separate, particularly if there is a gap or overlap in occupation. If the new property is outside Thames Water’s supply area, check which provider serves it instead of assuming one account will automatically transfer. Do not publicly share a full account number or address when asking for general information online.

Correcting a missing or unexpected closing bill

If the final statement has not arrived or appears to cover dates after you moved out, use the company’s official contact page for account and billing enquiries. Prepare your move confirmation, relevant meter evidence if available and the date you notified the provider. Explain whether the question concerns a delayed bill, an incorrect closing date or a refund already confirmed. These are different administrative issues and may require different supporting information.

A practical example

You move from a flat on the last day of the month, but a previous dashboard screenshot still shows credit. Report the departure date through Thames Water’s moving-home route and review the final bill before requesting the credit amount back. If the final bill uses a date you do not recognise, ask the provider to check the account dates instead of assuming the original displayed credit is definitive.

Official help and checking your details

Use Thames Water’s official account-help and contact pages to check the correct route for a final bill or refund. Keep the account reference, old postcode, moving date and any requested meter information ready when contacting the supplier privately. This is guidance on the published account-closing process, not a judgement on individual billing rights or compensation.

Policy checked on 20 September 2026 against the linked provider pages. RefundTerms is an independent guide, not the provider or its support team. The published terms and the details of your own order determine which process is available.