Customer complaints have nearly doubled since last year, the majority of which concern bill hikes.
Thames hiked its bills by 40% in April. It increased the number of customers on social tariffs, which was funded by other customers' bills.
It has piloted a scheme in London which automatically puts customers in financial difficulty on to social tariffs, even if they are unaware that they qualify for support with their bills.
Chris Weston, Thames Water's chief executive, said in the company's half-year results that "bill increases have been significant this year, and I recognise the difficulties this creates for many".
"A market-led solution clearly remains the best option for our customers, the environment, taxpayers and the economy," he said.
It said in July that it would take at least a decade to turn the company around.
In May, it was handed a £122.7m fine, the biggest ever issued by the water industry regulator Ofwat, for breaching rules on sewage spills and shareholder payouts.