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You can find the current article at its original source at https://www.theguardian.com/money/2018/mar/01/thames-water-leaks-repair-delay
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| Version 1 | Version 2 |
|---|---|
| Where was Thames Water as a trickle turned into a stream? | Where was Thames Water as a trickle turned into a stream? |
| (2 months later) | |
| Last July, I noticed water coming up through the pavement outside my house. I reported this to Thames Water. A month later, I’d heard nothing except for an automated acknowledgment, and the trickle had become a stream. | Last July, I noticed water coming up through the pavement outside my house. I reported this to Thames Water. A month later, I’d heard nothing except for an automated acknowledgment, and the trickle had become a stream. |
| I was then promised an engineer would visit in the coming week. None came, so I called again. An engineer did arrive and said it was a simple job and would be sorted within a fortnight. | I was then promised an engineer would visit in the coming week. None came, so I called again. An engineer did arrive and said it was a simple job and would be sorted within a fortnight. |
| A date was scheduled but no one turned up. Since then, there have been about 15 dates booked and all have been missed. | A date was scheduled but no one turned up. Since then, there have been about 15 dates booked and all have been missed. |
| Call centre staff always cite a lack of permit from the council, or the expiry of a permit from the council, or bad weather, or the inability to find a parking space. | Call centre staff always cite a lack of permit from the council, or the expiry of a permit from the council, or bad weather, or the inability to find a parking space. |
| During the recent cold spell, the stream turned into an ice rink. | During the recent cold spell, the stream turned into an ice rink. |
| The last appointment was for 21 December. This time, an engineer showed up, dug up the pavement, cut off our water supply with no warning and left again, leaving a note saying that the fix would be made by 27 December, potentially leaving us without running water over Christmas. | The last appointment was for 21 December. This time, an engineer showed up, dug up the pavement, cut off our water supply with no warning and left again, leaving a note saying that the fix would be made by 27 December, potentially leaving us without running water over Christmas. |
| It was restored 11 hours later after my partner kicked off on Twitter but the leak has continued ever since. | It was restored 11 hours later after my partner kicked off on Twitter but the leak has continued ever since. |
| SW, London | SW, London |
| It was in July, when you first reported the leak, that Thames Water was fined £8.55m by the regulator Ofwat for failing to meet its commitments to reduce leakage. That’s the maximum automatic penalty and was imposed after leaks rose by 4% between 2016 and 2017. That averages out at 180 litres a day leaking from every property the company supplies. | It was in July, when you first reported the leak, that Thames Water was fined £8.55m by the regulator Ofwat for failing to meet its commitments to reduce leakage. That’s the maximum automatic penalty and was imposed after leaks rose by 4% between 2016 and 2017. That averages out at 180 litres a day leaking from every property the company supplies. |
| Your photos show water flowing for several metres along the pavement and a paving slab rocking splashily as you step on it. | Your photos show water flowing for several metres along the pavement and a paving slab rocking splashily as you step on it. |
| Thames Water declares that after “a series of investigations” – ie, three technicians turning up in six months – it identified a leak on your supply pipe. It claims the delays were caused by the fact its pipe runs under a Transport for London red route and landowners’ permission was required to access the supply. | Thames Water declares that after “a series of investigations” – ie, three technicians turning up in six months – it identified a leak on your supply pipe. It claims the delays were caused by the fact its pipe runs under a Transport for London red route and landowners’ permission was required to access the supply. |
| This is curious on two counts: your road is a residential side street with no parking restrictions, not a red route, and no one had sought your permission to dig on your land. | This is curious on two counts: your road is a residential side street with no parking restrictions, not a red route, and no one had sought your permission to dig on your land. |
| Moreover, the first technician had declared the leak was in the stop valve under the pavement. | Moreover, the first technician had declared the leak was in the stop valve under the pavement. |
| Finally, this month, the problem has been fixed. The bad news is, although the water has ceased flowing, the technician reckoned he could hear another leak, which will need investigating. | Finally, this month, the problem has been fixed. The bad news is, although the water has ceased flowing, the technician reckoned he could hear another leak, which will need investigating. |
| Ofwat says it expects companies concerned to quickly resolve any issues raised. “We believe water companies can go much further on leakage; that’s why we’ve challenged the sector to cut them down by up to 170bn litres a year – enough to meet the needs of Birmingham, Leeds, Manchester, Liverpool and Cardiff combined,” it adds. | Ofwat says it expects companies concerned to quickly resolve any issues raised. “We believe water companies can go much further on leakage; that’s why we’ve challenged the sector to cut them down by up to 170bn litres a year – enough to meet the needs of Birmingham, Leeds, Manchester, Liverpool and Cardiff combined,” it adds. |
| • If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number. Submission and publication is subject to our terms and conditions | • If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number. Submission and publication is subject to our terms and conditions |
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