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Thames Water Outage

Thames Water Supply Outage:  4-5 March 2018

RedFrog surveyed its members to determine the extent of the Thames Water supply outage, at the beginning of March, and whether residents received the agreed compensation, set out in earlier statements on Thames Water’s website.

The survey showed that the outage had affected streets throughout the area, and including the Fitzjohn’s and Netherhall Conservation Area, with supply disruptions ranging from 12 to 48 hours.

Of the people who had responded to the survey:

  • 44% received no water for more than 36 hours
  • 39% were disrupted for 24 to 36 hours
  • 17% were without water for 12 to 24 hours.

Residents had not been compensated automatically, and only five people had complained to Thames Water, with the following outcomes:

  • 2 received a liability not admitted type of reply
  • 2 a goodwill payment of £30
  • 1 received more than £30.

The process of obtaining compensation is as follows:

  1. a letter must first be sent to Thames Water’s Customer Relations at Reading
  2. if this proves unsatisfactory, the Consumer Council for Water will mediate, after a customer has complained to Thames Water and failed to secure an adequate response/compensation.  Copies of the letter sent to Thames Water and Thames Water’s reply need to be attached
  3. a further letter must then be sent to Thanes Water’s Executive Office in Swindon.

In an attempt to ease the process, some draft letters are attached:
Thames Water compensation – first letter
Thames Water compensation – second letter
Thames Water compensation – third letter

In case you would like to add your experiences, and have not already done so, the survey will remain live at:

Information from Thames Water is available here:
Thames Water website – screenshot 9.3.18
Thames Water – incorrect data copy