Customer Care

Received from Thames Water, some 13 days after I wrote to them about their "service".

"Dear Mr Frost

Thank you for your e-mail of 3 July 2007.

I am very sorry to hear about the interruption to your supply, and I sincerely apologise for the inconvenience this must have caused you Leaks occur for a verity of reasons and as you are aware we intended to interrupt the supply on 2 July 2007 to carry out the necessary repair.

However, we were aware that it would take some time to complete this work and arranged for an alternative supply which ran above the ground to keep disruption to a minimum. Unfortunately, this alternative supply burst on 3 July 2007.

We could not foresee this but carried out the repair as quickly as possible. Compensation for loss of water supply is considered under the strict terms of our Customer Guarantee Scheme.

Under the terms of the scheme we will make a payment to you of £20.00 if we fail to restore your supply within 12 hours of being told about the problem.

As the water supply was restored within this time frame you are not entitled to a payment on this occasion.

I hope this information is helpful."

My response:

"Thank you for your response which took 13 days to write.

At the time, 3rd July, I spoke to one of your engineers who was unable to explain what the problem was.

Today, the water has again been shut off again without any warning.

This time, so I am told, it is due to a valve being replaced.

Truly pathetic!

Thames Water will be featured in my websites this week, and the details passed to my good contacts in the media.

Regards

Ken Frost"