My old chums at Thames Water have evidently learned a small lesson from their previous interactions with me.
They have very wisely decided to give myself, and my neighbours, a whole two days notice about yet another interruption to our water supplies.
This time we are told that our water will be shut off this Thursday (2nd August) between 08:00 and 14:00. I have lost count as to how many times they have cut us off in the last few weeks.
I will be timing them!
Showing posts with label incompetence. Show all posts
Showing posts with label incompetence. Show all posts
Tuesday, 31 July 2007
Monday, 30 July 2007
Another Apology
Thames Water sent me another apology on 27th July, on top of the one they sent me a day or so earlier, maybe their internal communications ar not quite up to snuff?
The first paragraph of their apology makes interesting reading.
They note that I raised the fact that it took them 13 days to respond to my earlier complaints, then happily say that the 10 day deadline for answering mails etc is due to an agreement with the regulator; but that "this does not mean that we do not aim to reply to all customers as quickly as possible".
Am I missing something in their "logic" here, or have they totally missed the point that I made about taking 13 days to answer?
Maybe they don't understand what they have written?
Anyway, here is their apology in full:
"Thames Water
Customer Relations
Customer Services
P.O. Box 436
Swindon
SN38 1TU
Telephone: 08457 200897
Fax: 01793 424291
E-mail: Customer.Feedback@thameswater.co.uk
27 July 2007
Our Ref: 431258
Water Supply
Dear Mr Frost
Thank you for your e-mails of 16 and 17 July 2007. I note your comments about us taking 13 days to reply to your previous e-mail.
As agreed with our Regulator, we have ten working days to reply to all written correspondence,which includes e-mails. However, this does not mean that we do not aim to reply to all customers as quickly as possible.
I am very sorry to hear about the disruption to your water supply on 16July 2007, and I understand the inconvenience this must have caused you.
In view of your comments I have forwarded a copy of your e-mail to the contractors completing this work. They advised that there were a number of very short disruptions on 16 and 17 July 2007 while we transferred the new supplies onto the new main. Whilst we do our best to provide a constant supply of water, there are times when we need to turn off the water for maintenance work.
If we plan to carry out some work that will involve turning off your water for more than four hours, we will give you advance warning.
However,as this was not the case on this occasion we did not provide notification. On 16 July 2007 you contacted our contractors, Morrison, to advise that you were without water and that they arranged for a plumber to call at your property within two hours to investigate.
They found that the interruption to your supply was due to a build up of debris, which is impossible to avoid with pipework of this age, and they resolved this problem immediately.
I hope this information is helpful.
Yours sincerely
Customer Relations"
The first paragraph of their apology makes interesting reading.
They note that I raised the fact that it took them 13 days to respond to my earlier complaints, then happily say that the 10 day deadline for answering mails etc is due to an agreement with the regulator; but that "this does not mean that we do not aim to reply to all customers as quickly as possible".
Am I missing something in their "logic" here, or have they totally missed the point that I made about taking 13 days to answer?
Maybe they don't understand what they have written?
Anyway, here is their apology in full:
"Thames Water
Customer Relations
Customer Services
P.O. Box 436
Swindon
SN38 1TU
Telephone: 08457 200897
Fax: 01793 424291
E-mail: Customer.Feedback@thameswater.co.uk
27 July 2007
Our Ref: 431258
Water Supply
Dear Mr Frost
Thank you for your e-mails of 16 and 17 July 2007. I note your comments about us taking 13 days to reply to your previous e-mail.
As agreed with our Regulator, we have ten working days to reply to all written correspondence,which includes e-mails. However, this does not mean that we do not aim to reply to all customers as quickly as possible.
I am very sorry to hear about the disruption to your water supply on 16July 2007, and I understand the inconvenience this must have caused you.
In view of your comments I have forwarded a copy of your e-mail to the contractors completing this work. They advised that there were a number of very short disruptions on 16 and 17 July 2007 while we transferred the new supplies onto the new main. Whilst we do our best to provide a constant supply of water, there are times when we need to turn off the water for maintenance work.
If we plan to carry out some work that will involve turning off your water for more than four hours, we will give you advance warning.
However,as this was not the case on this occasion we did not provide notification. On 16 July 2007 you contacted our contractors, Morrison, to advise that you were without water and that they arranged for a plumber to call at your property within two hours to investigate.
They found that the interruption to your supply was due to a build up of debris, which is impossible to avoid with pipework of this age, and they resolved this problem immediately.
I hope this information is helpful.
Yours sincerely
Customer Relations"
Thursday, 26 July 2007
The Apology
Thames Water's written apology, with a warning that work on our road continues!
"Dear Mr Frost
Re: **** Road – Replacement of Victorian water mains
Following our telephone conversation on 24 July, please accept my apologies for the information that was previously given to you. We do have records of the contact that you have made with Thames Water to complain about our work.
The mains replacement is nearly finished in *** Road. We still have a few more customer connections to make, as well as connect a fire main and one connection which will span the full width of *** Road. We plan to have finished this work by Friday 3 August.
If you have any further queries, please do not hesitate to get in touch.
Yours sincerely
Name edited out
Project Communication Consultant
cc: Andrew Pelling MP"
"Dear Mr Frost
Re: **** Road – Replacement of Victorian water mains
Following our telephone conversation on 24 July, please accept my apologies for the information that was previously given to you. We do have records of the contact that you have made with Thames Water to complain about our work.
The mains replacement is nearly finished in *** Road. We still have a few more customer connections to make, as well as connect a fire main and one connection which will span the full width of *** Road. We plan to have finished this work by Friday 3 August.
If you have any further queries, please do not hesitate to get in touch.
Yours sincerely
Name edited out
Project Communication Consultant
cc: Andrew Pelling MP"
Friday, 20 July 2007
The View From The Thames Water Bunker
Here is what Thames Water sent to Andrew Pelling MP, re my water supply problems.
"..many thanks for your patience in waiting for a response. As you may be aware with the replacement of the mains there is a period of time when every property will have its water shut off while the pipe connecting the property to the water main is switched from the old pipe to the new.
When this happens every resident is told when the supply is going off and warned of the maximum amount of time that the water would be off. Our contractor has admitted that in *** Road some of these notifications were late being sent out and have given an assurance that this will now be tightened up.
With regard to Mr Frost we have had three contacts from him - 3 July - report of no water, technician attended his property and problem traced to a burst 'old'. The repair continued into the 4 July and a 'rider ' was set up to give Mr Frost a supply.
16/7 - report of no water from Mr Frost with a report of no water in his neighbour's properties. No work or shuts undertaken by the Victorian Mains Replacement Team therefore network investigation took place. Technician visited Mr Frost 17/7 and found only Mr Frost was affected and he had made an assumption neighbours affected.
Checked of internal plumbing resulted in finding of grit, most probably from the mains work, causing problem. Rectified 17/7.
Two other contacts in *** Road while work has been carried out one involving a delay while contractors was waiting for a valve delivery and the other where the supply pipe to a block of flats had been incorrectly recorded.
In the latter case bottled water was dispatched immediately to residents while supply was restored. Other contacts have been around when working in road, how long, parking- all quickly answered.
On Mr Frosts claims on Thames Water bonuses no bonus has been paid to any director or manager under the new owners. There were some one off payments made to directors of RWE Thames Water who are not part of the new Thames Water Management team associated solely around the sale process.These were made by RWE.
I must add that at no time has Mr Frost made known either to us directly or through the contractor his dis satisfaction."
The latter sentence has caused me a degree of "disbelief", I have via email and numerous phone calls made my "dis satisfaction" (sic) very clear to them.
Do they not keep records?
"..many thanks for your patience in waiting for a response. As you may be aware with the replacement of the mains there is a period of time when every property will have its water shut off while the pipe connecting the property to the water main is switched from the old pipe to the new.
When this happens every resident is told when the supply is going off and warned of the maximum amount of time that the water would be off. Our contractor has admitted that in *** Road some of these notifications were late being sent out and have given an assurance that this will now be tightened up.
With regard to Mr Frost we have had three contacts from him - 3 July - report of no water, technician attended his property and problem traced to a burst 'old'. The repair continued into the 4 July and a 'rider ' was set up to give Mr Frost a supply.
16/7 - report of no water from Mr Frost with a report of no water in his neighbour's properties. No work or shuts undertaken by the Victorian Mains Replacement Team therefore network investigation took place. Technician visited Mr Frost 17/7 and found only Mr Frost was affected and he had made an assumption neighbours affected.
Checked of internal plumbing resulted in finding of grit, most probably from the mains work, causing problem. Rectified 17/7.
Two other contacts in *** Road while work has been carried out one involving a delay while contractors was waiting for a valve delivery and the other where the supply pipe to a block of flats had been incorrectly recorded.
In the latter case bottled water was dispatched immediately to residents while supply was restored. Other contacts have been around when working in road, how long, parking- all quickly answered.
On Mr Frosts claims on Thames Water bonuses no bonus has been paid to any director or manager under the new owners. There were some one off payments made to directors of RWE Thames Water who are not part of the new Thames Water Management team associated solely around the sale process.These were made by RWE.
I must add that at no time has Mr Frost made known either to us directly or through the contractor his dis satisfaction."
The latter sentence has caused me a degree of "disbelief", I have via email and numerous phone calls made my "dis satisfaction" (sic) very clear to them.
Do they not keep records?
Tuesday, 17 July 2007
The Farce Continues
The farce over our water supply continues. Having enjoyed at least 3 hours of water today, supplied at the correct pressure...for once; guess what happened next?
Yes, that's right!
At 14:45 this afternoon our water was cut off again!
Thames Water tell me that a water main somewhere in Croydon had burst.
One hour later our supply has resumed...for the moment.
Stay tuned for the living soap that is Thames Water.
Yes, that's right!
At 14:45 this afternoon our water was cut off again!
Thames Water tell me that a water main somewhere in Croydon had burst.
One hour later our supply has resumed...for the moment.
Stay tuned for the living soap that is Thames Water.
A Sorry Tale
Thames Water are replacing the old water mains in the Croydon area.
All well and good, if the project is well managed.
Unfortunately, when it comes to our road in Croydon, the upgrade is not being well managed.
In the space of less than 6 weeks we have had our supply cut off 4 times by Thames Water. Twice without any warning whatsoever.
Today and for most of yesterday, having endured being without water for a few hours yesterday, we have since had "reduced pressure" on our system; making our dishwasher and washing machines unusable, and causing considerable inconvenience in the kitchen.
We are advised that they will send a plumber around later today!
Keep reading, as I post updates on our sorry tale and on the incompetence of Thames Water.
This site is under development and will grow.
Please update me with your stories about Thames Water.
All well and good, if the project is well managed.
Unfortunately, when it comes to our road in Croydon, the upgrade is not being well managed.
In the space of less than 6 weeks we have had our supply cut off 4 times by Thames Water. Twice without any warning whatsoever.
Today and for most of yesterday, having endured being without water for a few hours yesterday, we have since had "reduced pressure" on our system; making our dishwasher and washing machines unusable, and causing considerable inconvenience in the kitchen.
We are advised that they will send a plumber around later today!
Keep reading, as I post updates on our sorry tale and on the incompetence of Thames Water.
This site is under development and will grow.
Please update me with your stories about Thames Water.
Monday, 16 July 2007
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"
"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"
Tuesday, 3 July 2007
Water Water Everywhere, But Not a Drop To Drink
Despite the rain, there have been regular outages of supply in my home.
Sent to Thames Water 3rd July 2007.
"Two weeks ago you cut the water supply off to Tavistock Road, whilst you replaced an old water main.
A few days ago notices were posted, advising us that there was a leak and that on Monday 2 July you would again cut the water off to fix the leak.
Today, 3 July, you have cut the water off without any warning.
I have the following questions:
1 Why did the replacement of the old pipes give rise to a leak?
2 Why did you not complete the work on the 2nd, as you had promised?
3 Why did you cut the water off here without any warning today?
4 Do you think that this is represents good customer service? Here's a clue... I don't!
5 When will the water be back on?
6 What will you do to compensate us for your incompetence?
Regards
Ken Frost"
Sent to Thames Water 3rd July 2007.
"Two weeks ago you cut the water supply off to Tavistock Road, whilst you replaced an old water main.
A few days ago notices were posted, advising us that there was a leak and that on Monday 2 July you would again cut the water off to fix the leak.
Today, 3 July, you have cut the water off without any warning.
I have the following questions:
1 Why did the replacement of the old pipes give rise to a leak?
2 Why did you not complete the work on the 2nd, as you had promised?
3 Why did you cut the water off here without any warning today?
4 Do you think that this is represents good customer service? Here's a clue... I don't!
5 When will the water be back on?
6 What will you do to compensate us for your incompetence?
Regards
Ken Frost"
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