18 Days Without Water

waterPLEASE

Hello

My girlfriend and I just had a torrid time with a certain water company, leaving us without water for 18 days, yes that's not a typo, eighteen days.

It started off with low water pressure after they did some works over the road, so we thought it would be back when finished then two days later the water had a really foul taste and odour, putting on the shower filled the house with the disgusting odour.

We reported it, and that's when things got worse.

A technician called and tested the flow and took samples, and advised us not to use any water, "I wouldn't even boil it." was his words.
He made a phone call and said a man would call tomorrow. I went out and bought a load of bottled water to cover us for a day or two....

Following day a man turned up and said he needed to test the flow externally, half hour later, he reported back that he could not find the valve connecting to the house and then ordered a team to dig up just outside to find said valve. Promised it as a Priority one and someone should be here within four hours, and went on his way.

No one turned up all weekend, just a delivery of 24 bottles of water. Now you may think this is a lot, but as we both found out, it does not last long.
Cooking, washing, washing up, cleaning etc and the pile of bottled water soon diminishes. In fact the average house of two people according to the Consumer Council For Water is around 300 litres per day!

Monday came and no hole dug a call to them and again another promise of they will be here next day. A team turned up dug a hole, can't find pipe, told me someone would be along later and went. No one else came that day.

We are now a week without water more calls to the department, asking what's going on, and has the report come back from water quality.
Girlfriend receives a call from water quality telling us to wipe kitchen tap with antibacterial wipe and she would get on to someone to have more water delivered, and the test takes a few weeks!
I have since found out this is a standard BS reply.

We are now pretty much emptying the local shop of bottled water, really stressed as I am losing money for not being able to attend my work ( on days they promised to attend), as an IT contractor (Daily wage).
Having to wash via boiling water from kettle etc etc etc, girlfriend in tears, we both are customer facing in our work and really don't feel clean and start debating on using local swimming baths for a shower.

Next day company comes and fills hole late evening, and again disapears. Another call and more stress explaining for the gawd knows time what is going on. Someone will be with you
tomorrow...

They arrive mid afternoon, try to test valve, can't find valve, need to dig another hole, marks pavement, ten centimetres from old hole! I explain they dug there, he states he knows, "but they dug in wrong place", I am literally banging my head against the wall, he also states from his laptop, "wow lots of reports on here" and they found lots of phosphates in the water, the promises same as before four hours priority one call out.

No one turns up, in fact no one comes for the whole weekend, (second weekend without water now) get on the phone again and again, we receive 12 bottles of water.
Again promised they would be here Monday, no one turns up more money lost, on phone again... The person on phone then tells me nothing has been booked work wise till 11-12 March, I can't take this my hands are shaking whilst holding the phone in pure anger, although its not his fault, I lose it, can't restrain anger. Admits something is wrong and goes off to sort it and calls me back later and states they will be here tomorrow.

Guess what?! No one comes, more calls; next day... more calls, no one; and the next day... they dig up hole.... no pipe, leave, and within two hours another gang come to fill hole.

17th Day, Girlfriend in tears on phone to them, gets through to water quality testing, and gets told we should have anti return flow on all white goods, "that's our problem", I check every item connected to the water, they all have anti-return flow. I stand in my kitchen looking at the piles of water bottles and literally stare and shout in anger.

Day 18: On phone again, they send a guy that spends a day looking for valve outside, can't find it, we rip up floor boards inside out house looking for where the water enters, he also checks
for leaks inside property none found, he goes outside and states we need another hole dug, then orders a team in to do work. He leaves and states he will wait in van for a bit, just in case they turn up. He knocks 20mins later and states, I just checked the water plans and I think I found the valve, we check as he turns it off and a trickle of water becomes none.

To cut a long story short he flushes the system, there is loads of sand and stone like grit everywhere. He orders a plumber who arrives later, flushes the boiler pipes, and changes the stop water tap, due to grit etc. He can't touch water boiler inside, which by the way still does not work properly, the washing machine and dishwasher both do not work although connected properly they fill but do not function at all.

So after all that, can anyone please advise on next steps on compensation for loss of earnings 5 days work for promised missed appointments, the water we bought, laundrette fees, washing machine etc. The damn stress we been through.

We'd appreciate some guidance.

Family and friends want us to go to the press, we are just so drained emotionally at the moment.

We have received no water quality report, as of yet.

Many thanks.

M&S

victor2

Name your water company for more specific advice, but lookup the complaints procedure on their website if you can and put things in motion to follow that.
Don't blame you for using your cool, but try to be as calm as you can in dealing with them. Keep a record of every communication, visit etc. so that you have a complete record. If you're not happy with what somweone tells you over the phone, ask to be put through to their supervisor and/or ask how you make an official complaint.
If the incoming water contains foreign bodies, your appliances using water could be damaged. They would want to be thoroughly flushed before using. Not sure how you would go about that, it probably varies from one appliance to another.
The Consumer Council for Water could be worth a look or contacting too.

Good luck, hope it gets resolved soon.

waterPLEASE

Thanks Victor2

It was Thames Water, trawling through the net I found they follow ofwats guaranteed standards scheme (GSS).

Seems to be basic info and a pittance compensation structure, to what we have lost/losing.

Many Thanks,
M&S

mart.vader

OP, It's completely unacceptable. You have my sympathy.

If you can get the Press, local or National, interested enough to run a story - go for it. If you get a story in the papers, Thames Water should take some notice.

Some years ago, I used to work for TW, and it could be a complete shambles then, with some of the things you describe happening, but not quite so chronically. I'm shocked to hear that it still happens.

I agree, the compensation does not begin to redress the aggravation this has caused you.

Phone them up. Demand to speak to a manager, don't be put off by the numbskulls at the call centre in Reading. Follow it up with a written Complaint.

The only thing I can offer, apart from sympathy, is this link: http://www.thameswater.co.uk/help-and-advice/3018.htm

Danfuss

In your position I would not rely on telephone calls but write/email using [EMAIL="customer.feedback@thameswater.co.uk"]customer.feedback@thameswater.co.uk[/EMAIL]. You do not say whether you have been given a reference number for the problem but, if you have, refer to this in written correspondence. If you get no joy then follow up with a letter and email to the Customer Services Director, Natalie Beckerman at
Thames Water
PO Box 492
Swindon
SN38 8TU
email: [EMAIL="Natalie.Beckerman@Thameswater.co.uk"]Natalie.Beckerman@Thameswater.co.uk[/EMAIL]

The call centre staff, who I believe may be based in Swindon, rely on information provided by contractors which is rarely up to date and have little discretion to push for solutions on behalf of consumers.

You do not say whether you are the only ones affected. If not, then join with your neighbours in making a complaint.

Good luck
D

slenderkitten

sorry but if this was me i would email

martin.baggs@thameswater.co.uk Martin Baggs, Chief Executive of Thames Water.

This approach normally works, you can find such information from ceoemail - google it.

mart.vader

You could also complain to the Consumer Council for Water, but in my experience, they don't like to get involved.