In a rather perverse move, given the water shortage that the UK faces in the summer and the amount of water wasted by leaks, Thames Water is planning to sell off a reservoir for housing.
Needless to say the residents of Reading, where the sell off is planned, are less than happy.
Full story here.
Friday, 11 January 2008
Wednesday, 31 October 2007
Complaints Soar
The UK water watchdog said today that written complaints to water companies increased by nearly 31 pct this year, with billing and charging concerns making up half of the complaints.
Figures compiled by the Consumer Council for Water showed that 78 pct of the 241,000 complaints came from customers of Macquarie Bank's Thames Water, United Utilities PLC and Severn Trent PLC.
Customers of Portsmouth Water, Yorkshire Water, Dee Valley Water, Folkestone and Dover Water and Tendring Hundred Water filed the lowest number of complaints per 10,000 customers.
Yve Buckland, national chair of the Consumer Council for Water, said:
"Water customers are becoming increasingly demanding of their companies. They see water companies making good profits and expect service, if not improving, then at the very least delivered to a good, consistent and reliable standard. They also want complaints dealt with 'right first time'.
We will be pushing water companies to improve these figures and provide a much better level of customer service, comparable with the best in other service sectors."
Source Hemscott
This story comes as no surprise to me!
Figures compiled by the Consumer Council for Water showed that 78 pct of the 241,000 complaints came from customers of Macquarie Bank's Thames Water, United Utilities PLC and Severn Trent PLC.
Customers of Portsmouth Water, Yorkshire Water, Dee Valley Water, Folkestone and Dover Water and Tendring Hundred Water filed the lowest number of complaints per 10,000 customers.
Yve Buckland, national chair of the Consumer Council for Water, said:
"Water customers are becoming increasingly demanding of their companies. They see water companies making good profits and expect service, if not improving, then at the very least delivered to a good, consistent and reliable standard. They also want complaints dealt with 'right first time'.
We will be pushing water companies to improve these figures and provide a much better level of customer service, comparable with the best in other service sectors."
Source Hemscott
This story comes as no surprise to me!
Friday, 28 September 2007
Thames Water Faces Record Fine
Thames Water could be fined a record £12.5m by industry regulator Ofwat for misreporting and poor customer service.
The water company faces a £11.1m fine for misreporting regulatory information and a further £1.4m fine for poor processes and systems that led to customers receiving unsatisfactory services.
Ofwat chief executive Regina Finn said: "Water is a monopoly business and until we see a competitive market developing, Ofwat must protect customers by regulating the companies' prices and quality of service.
advertisement"To do this we need complete, accurate and reliable information. Misreporting of information damages our ability to regulate the industry and therefore to protect customers."
The news is likely to be cheered by consumer groups which have spent the past year attacking water companies for failing to meet leakage targets while making huge profits.
Water bills have increased by seven per cent this year - well in excess of inflation - to take the average water and sewerage bill to £312 in England and Wales.
The proposed fine follows Ofwat's investigation last year into Thames Water's reporting of its customer service performance.
The regulator said that Thames acted responsibly by informing Ofwat of the misreporting, taking steps to investigate the situation itself, co-operating with the review and reimbursing customers the amount they should have received following poor service by the company in the past.
Ofwat stressed that there is no evidence of fraud by Thames Water, Britain's largest water company, and that the investigation did not find any evidence of deliberate misreporting.
Thames Water said the proposed fine was "totally disproportionate", and revealed plans to challenge it.
Ofwat said: "The proposed fine is appropriate given the seriousness of the misreporting and customer service failures by Thames, while also being fair and proportionate and taking account of the steps Thames has taken to remedy the situation."
Source The Telegraph
The water company faces a £11.1m fine for misreporting regulatory information and a further £1.4m fine for poor processes and systems that led to customers receiving unsatisfactory services.
Ofwat chief executive Regina Finn said: "Water is a monopoly business and until we see a competitive market developing, Ofwat must protect customers by regulating the companies' prices and quality of service.
advertisement"To do this we need complete, accurate and reliable information. Misreporting of information damages our ability to regulate the industry and therefore to protect customers."
The news is likely to be cheered by consumer groups which have spent the past year attacking water companies for failing to meet leakage targets while making huge profits.
Water bills have increased by seven per cent this year - well in excess of inflation - to take the average water and sewerage bill to £312 in England and Wales.
The proposed fine follows Ofwat's investigation last year into Thames Water's reporting of its customer service performance.
The regulator said that Thames acted responsibly by informing Ofwat of the misreporting, taking steps to investigate the situation itself, co-operating with the review and reimbursing customers the amount they should have received following poor service by the company in the past.
Ofwat stressed that there is no evidence of fraud by Thames Water, Britain's largest water company, and that the investigation did not find any evidence of deliberate misreporting.
Thames Water said the proposed fine was "totally disproportionate", and revealed plans to challenge it.
Ofwat said: "The proposed fine is appropriate given the seriousness of the misreporting and customer service failures by Thames, while also being fair and proportionate and taking account of the steps Thames has taken to remedy the situation."
Source The Telegraph
Friday, 24 August 2007
Mayor Submits Appeal Against Thames Water
London Mayor Ken Livingstone submitted an appeal to the UK High Court against Thames Water Utilities' proposed desalination plant in Becton, in the east of the capital.
Livingstone is appealing last month's approval to build the facility, saying the government didn't give "proper consideration to the Mayor's case" and hasn't properly examined alternatives to the plant, the mayor's press office said in an e-mailed statement today.
"Thames Water should be fixing more leaks rather than finding expensive ways to spend Londoners' money on making fresh water," Livingstone said in the statement.
"Adding 200 million pounds to Londoners' water bills to spend on technology more appropriate for the desert is simply a disgrace. I cannot sit back and allow this to happen."
Source Reuters
Livingstone is appealing last month's approval to build the facility, saying the government didn't give "proper consideration to the Mayor's case" and hasn't properly examined alternatives to the plant, the mayor's press office said in an e-mailed statement today.
"Thames Water should be fixing more leaks rather than finding expensive ways to spend Londoners' money on making fresh water," Livingstone said in the statement.
"Adding 200 million pounds to Londoners' water bills to spend on technology more appropriate for the desert is simply a disgrace. I cannot sit back and allow this to happen."
Source Reuters
Friday, 10 August 2007
Mosquito Menace
In Hounslow, more than 1,000 residents living close to the Mogden Sewage Treatment Centre are suing Thames Water over the insect menace. Neil Stockdale of Hugh James Solicitors, representing the residents, said:
"Our case is Thames Water should have realised that it had to carry out works to tackle this problem as far back as 1988 but failed to do so."
Source The Independent
"Our case is Thames Water should have realised that it had to carry out works to tackle this problem as far back as 1988 but failed to do so."
Source The Independent
Friday, 3 August 2007
Water Back
Congratulations to Thames Water for managing to restore my water supply yesterday, within the time frame that they promised.
It seems to be working fine.
It seems to be working fine.
Thursday, 2 August 2007
Sewage and Shite Are Synonymous
Parents have found their children playing in sewage after Thames Water failed to clear it up.
Flood water in north-west London, caused by last week's torrential downpours, has resulted in sewage becoming embedded on lawns, paths and playing areas in Kenmore Avenue, Harrow.
Mohammed Ayaiz's son, Usmaan, started complaining about itchy legs and bottom after playing outside.
Mohammed said: "As soon as I saw him I knew it was because of the water, I can only put it down to the sewage water remains and God knows what else in it.
"We've told him that he can't play outside there any more and I take him to the park instead. But it's summer now and I'm still concerned about all the children who are off, I'm worried that they will get something because the sewage hasn't been cleared up properly."
A spokesman for Harrow Council said: "The council and Thames Water sent several cleansing teams down to Kenmore Avenue last week to clear any residue left by the flooding. We will obviously send another team out if residents still have concerns."
Mohammed said: "The area has to be washed or jetted with clean water to try and get rid of some of the dirt and debris left over. The area still smells of the sewage water and is very unpleasant.
"We constantly have problems with children from other streets playing on the green patch. Now we have a real problem and we need to advise parents in the surrounding areas to stop their children from playing in the affected area."
Jane Nower, of the Environmental Agency, said: "The Environment Agency's advice in the event of any flooding is do not enter the water either in a vehicle or on foot.
"This is both from a contamination and health and safety aspect, as you may encounter hidden obstacles such as open manhole covers as well as pollution risks. These messages were widely broadcast by the Environment Agency during the flooding incident."
Source Local London
Flood water in north-west London, caused by last week's torrential downpours, has resulted in sewage becoming embedded on lawns, paths and playing areas in Kenmore Avenue, Harrow.
Mohammed Ayaiz's son, Usmaan, started complaining about itchy legs and bottom after playing outside.
Mohammed said: "As soon as I saw him I knew it was because of the water, I can only put it down to the sewage water remains and God knows what else in it.
"We've told him that he can't play outside there any more and I take him to the park instead. But it's summer now and I'm still concerned about all the children who are off, I'm worried that they will get something because the sewage hasn't been cleared up properly."
A spokesman for Harrow Council said: "The council and Thames Water sent several cleansing teams down to Kenmore Avenue last week to clear any residue left by the flooding. We will obviously send another team out if residents still have concerns."
Mohammed said: "The area has to be washed or jetted with clean water to try and get rid of some of the dirt and debris left over. The area still smells of the sewage water and is very unpleasant.
"We constantly have problems with children from other streets playing on the green patch. Now we have a real problem and we need to advise parents in the surrounding areas to stop their children from playing in the affected area."
Jane Nower, of the Environmental Agency, said: "The Environment Agency's advice in the event of any flooding is do not enter the water either in a vehicle or on foot.
"This is both from a contamination and health and safety aspect, as you may encounter hidden obstacles such as open manhole covers as well as pollution risks. These messages were widely broadcast by the Environment Agency during the flooding incident."
Source Local London
Tuesday, 31 July 2007
Forewarned
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!
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!
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"
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