Disgraceful response from Thames Water illustrates scale of problem we face.

Apparently this is not an image of the Thames Water Road flood on Hainault Road last week.

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I received the following response from Thames Water today who have said they are 'unable to identify any water leaks on Hainault Road' over the last few years.  This is despite the video I placed on my blog, which was shared with them. 

 Moreover, they have stated that they can't investigate the numerous times water has paused in our community, claiming that they would only address these matters individually.  They have also stated that they can only investigate claims that have been reported to them and seem oblivious of the numerous calls made by so many local residents - expecting us to keep reporting incidents on Hainault Road despite not living there, but still being inconvenienced.

If ever there has been a need for a petition to be signed it is now, but with only a paltry 14 signatures on our petition so far, I am in a weak position when arguing for improvement.  Please sign our petition today and write a note about the effect of the water loss on yourselves personally.  Moreover, please ensure that you all call Thames Water after an incident and maintain your reference numbers, which I would appreciate if you could forward on to me.

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Water supply interruptions

Dear Mr Chowdhry

I'm sorry you had to write to us on 1 October 2020 on behalf of Chigwell Row Residents Association about recent water supply interruptions experienced, and how much concern these have caused.

Thank you for taking the time to collate the dates in which residents have been affected by incidents of low pressure or no water. Unfortunately I've been unable to investigate this further with our Water Supply Interruptions (WSI) Team, as I would need each individual address to find out whether the customer is entitled to a Customer Guarantee Scheme (CGS) Payment for the interruption experienced. Once our WSI Team have an address, they can isolate where the issue may lay in the network and can check the relevant pressure monitors.

Customers can also do this themselves, by filling out the form on this link. You can find out more about our CGS if you click the link here to be taken to our website.

If your water supply turns off unexpectedly, we'll always aim to have your supply back to normal within 12 hours, this is a standard set by Ofwat. If not, you could be entitled to a CGS payment.

If you're frequently experiencing low pressure, you can ring our Customer Contact centre to book a low-pressure appointment. Our technician will meet you at your address to investigate the issue. The number for our Customer Contact Centre is 0800 316 9800, their lines are open 24/7.

Flooding

I'm disappointed to hear there has been flooding along Hainault Road and Abridge Road. I have checked our system for jobs reported in Hainault Road, IG7 6QU. Unfortunately, I can't see there has been any calls to report flooding on this road this year.

I've also checked postcode IG7 6BX for Abridge Road and I can see there was an incident of flooding reported under the reference 31483193. However, this was a leak from a clean water pipe on Luxborough Lane and was repaired on 13 July 2020. We're only able to attend and investigate issues which are reported to us, I'm sorry we've been unable to assist with these flooding events.

As there is nothing more I can assist you with at the moment, I'm going to close your case. Please be assured, once I've had a response from you, I can reopen your case. If you need to contact us again regarding this matter, please telephone me on 0800 0093902. Our offices are open between the hours of 8am and 5pm, Monday to Friday.

For future reference, the quickest way to get in touch to report issues, or for any other advice, is to contact us on Twitter or Facebook. We're available 24 hours a day, 365 days a year. Alternatively, should you prefer to call us, our Customer Contact Centre is available on 0800 316 9800. Lines are always open.

Yours sincerely

Calla Fry

Customer Relations

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