Raw sewage pouring out, Thames Water won't help, HELP!!!

warehouse

If anyone can give any advice I'd appreciate it.

Here's the situation, I'll simplify things as much as possible.

A main sewer runs under our garage and down the garden. On Sunday, waste was coming out of our drains, (which are directly connected to the sewer). I called Thames Water who came out quite quickly and cleared the main line, (completely full of fat, and there was a LOT of it). Our drain level was still really high but the guy from Thames water said it must be local to our drain.

Later on Sunday sewage started coming out of the drain again, so I called them back. I was at work when the 2nd guy turned up who said the main line was clear. My wife let him leave whereas I'd have asked where the sewage was coming from if the main line was clear?

Yesterday we called a local plumber to clear the local drain down to the sewer. He said it was partially blocked and cleared it completely. As soon as he did this sewage literally gushed out of the drain. He examined the main sewage line and told me it was very much blocked, (and showed me the manhole where this was obvious).

So here's the problem. I called Thames Water yesterday and again this morning, and they quite simply refuse to believe the issue is theirs as 2 of their guys have said the main line is clear. They won't send a third person out. I am now waiting on a call back from a supervisor, (within 4 hours), and in the meantime raw sewage is pouring out of the drain and down our sloping back garden. It's absolutely horrific at home.

What can I do?

[Deleted User]

HORRENDOUS !

In your place, this is what I'd do.

Ring Thames Water back - don't wait around for them to call you - and tell them you want to speak to their Complaints Department. Tell the CD that if they don't resolve it quickly, you will take it to Ofwat, and you will recover the cost of paying to have it cleared. Take down the name of the person you've spoken to, time, their response, etc.

Take photos - for evidence.

If you're not promised an engineeer immediately, ring your local Council and ask to speak to someone in the DRAINS & SEWERAGE department. They will have a 24 hour emergency call out. You'll have to pay for it but it should get the problem fixed quickly.

When the Council service come (our local one is brilliant - they cleared my Mum's drain very quickly) they should be able to tell you where the blockage was. You can then put in a formal complaint to Thames Water and recover the cost.

Hope you get it sorted quickly

shirleyheights

just reading about the massive bonus paid to the boss of Thames Water today. Aussie owned Thames Water is fleecing its customers.

warehouse

Thanks for the responses, it is appreciated.

Update: Got a call and am waiting on the 3rd Thames engineer. The supervisor was a lot more clued up than the lady on the phone this morning. Now I've had time to calm down I realise that it was her attitude that sent me over the top, it was very poor customer service and I'll take it further once the issue is sorted.

What makes it worse is the my Wife is a childminder so that's the garden off limits for the rest of June . I'll post some lovely "poo" pictures later.

ic

Do you have home emergency cover on your house insurance that might provide assistance?

lemontart

all water companies have an emergency service to send someone out within a given time period to deal with leaking sewage as it constitutes a health hazard
here is the link to the number for that part of thames water.
http://www.thameswater.co.uk/cps/rde/xchg/corp/hs.xsl/9782.htm

oops just reread the rest of the posts, glad you have made progress

warehouse

As promised, here's a picture of the waste running down the steps to our garden. I wish you could smell it too!

societys_child

I wish you could smell it too!

I'll give that miss thanks . .

ic

Stick a tent and a radio out there and you've got a fairly accurate recreation of any good summer music festival...

imho

If it is the water boards problem then get them to clean up your back garden as well.
Years ago i had the same problem and they swept all the toilet paper up and washed the garden down.

anotherginger

Corona wrote: »

If you're not promised an engineeer immediately, ring your local Council and ask to speak to someone in the DRAINS & SEWERAGE department. They will have a 24 hour emergency call out. You'll have to pay for it but it should get the problem fixed quickly.

This is completely incorrect. Not all councils have a DRAINS & SEWERAGE department and not all have a 24 hour emergency call out. I would wager that most don't!

If Thames Water don't sort out the problem you can complain to your councils Environmental Health department (all councils have at least 1 environmental health officer!). They do not have any legal obligation to clear the sewer but do have the legal power to ensure Thames Water carry out their legal obligation to ensure that the line is free from blockages and in a good state of repair.