You will need to bring photographic id when collecting your order. A plunger and and bit of arm action! Need help? call us, toll-free 24 hours a day, 7 days a week, 365 days a year at. Got a plumbing or heating problem? we'll fix it. Lateral drains are the responsibility of thames water in some cases it will be difficult to determine where a blockage is i.e in a private or a lateral drain investigation may need to be carried out by the housholder or thames water to determine which party is responsible.