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Thousands in west Devon remain affected after burst water pipe Thousands in west Devon remain affected after burst water pipe
(about 1 hour later)
A fourth water station opened at Morrisons in Tavistock on TuesdayA fourth water station opened at Morrisons in Tavistock on Tuesday
Thousands of properties including homes, schools and leisure centres are still without water supplies following a burst pipe in west Devon. Thousands of Devon households affected by a burst water main will receive £200 in compensation, South West Water (SWW) has confirmed.
South West Water (SWW) confirmed on Tuesday morning 9,500 properties were still experiencing a loss of water supply or low water pressure following the initial burst on Easter Sunday. Plymouth MP Fred Thomas said the water company had told him the sum would be credited to the accounts of affected household customers, while businesses would get bespoke compensation packages.
On Tuesday afternoon SWW's managing director for water services David Harris said the aim was to "have everyone back on water by the time they wake up in the morning". About 13,000 properties in Plymouth and Tavistock lost water after a pipe burst on Sunday.
He said the burst inlet pipe had been repaired and work had begun to refill the network but it would "take some time" due to air in the hundreds of miles of pipes. On Tuesday 9,500 properties were still without water but David Harris, SWW's managing director for water services, said the aim was to "have everyone back on water by the time they wake up in the morning".
'Closed today''Closed today'
A spokesperson for the water company said teams were "carefully recharging the network" to fully restore supplies for its customers in places including Tavistock, Bere Alston and Yelverton.A spokesperson for the water company said teams were "carefully recharging the network" to fully restore supplies for its customers in places including Tavistock, Bere Alston and Yelverton.
"This is a large and complex system, and it needs to refill properly and safely before we can bring it fully back into supply," they said."This is a large and complex system, and it needs to refill properly and safely before we can bring it fully back into supply," they said.
"That's why it may take a bit more time for all customers to see their water return."That's why it may take a bit more time for all customers to see their water return.
"Our absolute priority is getting supplies back to everyone as quickly as we can, and we want to thank customers for their continued patience and understanding.""Our absolute priority is getting supplies back to everyone as quickly as we can, and we want to thank customers for their continued patience and understanding."
Horrabridge Primary and Nursery School said it was closed on Tuesday due to having no water.Horrabridge Primary and Nursery School said it was closed on Tuesday due to having no water.
On social media, the school said: "Apologies for the delay but we have been trying to contact South West Water for further information however they haven't been able to give us any further information so with that in mind we will unfortunately have to remain closed today.On social media, the school said: "Apologies for the delay but we have been trying to contact South West Water for further information however they haven't been able to give us any further information so with that in mind we will unfortunately have to remain closed today.
"Water collection points are open and available, we will keep you all updated of we are given further information.""Water collection points are open and available, we will keep you all updated of we are given further information."
Whitchurch Community Primary School, in Tavistock, also said it had taken the decision to close and apologised in advance for any disruption caused.Whitchurch Community Primary School, in Tavistock, also said it had taken the decision to close and apologised in advance for any disruption caused.
Nuffield Health Devonshire leisure centre in Derriford, Plymouth remained closed on Tuesday morning due to the issues.Nuffield Health Devonshire leisure centre in Derriford, Plymouth remained closed on Tuesday morning due to the issues.
Plymouth Marjon University was also closed on Tuesday and the campus, including the Marjon Sport and Health Centre, is due to remain closed on Wednesday.Plymouth Marjon University was also closed on Tuesday and the campus, including the Marjon Sport and Health Centre, is due to remain closed on Wednesday.
'Totally inadequate' £200 credit
Fred Thomas, MP for Plymouth Moor View, said he has asked the water company for an "immediate timeline" for when supplies would return. In a post on Facebook, Fred Thomas, MP for Plymouth Moor View, said he had spoken with SWW CEO Susan Davy who said water would be back on "first thing tomorrow morning".
He told the BBC: "I need my residents to know how long this situation is going to go on for." He said Ms Davy had also outlined to him the compensation customers would receive.
He said: "There are so many unanswered questions and the South West Water leadership is nowhere to be seen, it's not good enough. "Susan tells me SWW will put £200 credit into the account of all {affected} household customers," he added.
"There have been positive communications from South West Water to say they've fixed the problem, but water hasn't returned so as far as I'm concerned, it's not fixed." "Businesses will have bespoke compensation packages to be determined. Any businesses are welcome to email me for support with that."
He has also called for more bottled water stations calling the current provision "totally inadequate".
"Families can't wait in traffic queues in the middle of a working day. We urgently need more sites opened today," he said.
"The last thing people in Plymouth should be worrying about is where their next glass of water is coming from.
"South West Water need to step up - and fast."
South West Water said its teams were working hard to fully restore water supplies to the homes still affected following a burst water main on MondaySouth West Water said its teams were working hard to fully restore water supplies to the homes still affected following a burst water main on Monday
A resident near the Southway area of Plymouth told the BBC that despite SWW saying the problem had been fixed, his house still did not have running water. John Blanchard, who lives in the Woolwell area of Plymouth, told the BBC that despite SWW saying the problem had been fixed, his house still had no running water.
He said: "We have had several SMS/TXT messages saying it's fixed and that out of kindness they will compensate us.He said: "We have had several SMS/TXT messages saying it's fixed and that out of kindness they will compensate us.
"Actually, according to Ofwat, compensation is mandatory."Actually, according to Ofwat, compensation is mandatory.
"But really I think we all just want to be told the truth on when we will have water again."But really I think we all just want to be told the truth on when we will have water again.
"Considering how much we pay for keeping the CEO and board, is it to much to ask?""Considering how much we pay for keeping the CEO and board, is it to much to ask?"
Sir Geoffrey Cox, MP for Tavistock, said he had pressed the water company to set up adequate water stations and ensure vulnerable residents were supplied with bottled water.Sir Geoffrey Cox, MP for Tavistock, said he had pressed the water company to set up adequate water stations and ensure vulnerable residents were supplied with bottled water.
He said he had requested early details of the compensation customers should receive by law for the disruption, which he described as "part of a worryingly increasing pattern of poor service" from SWW.He said he had requested early details of the compensation customers should receive by law for the disruption, which he described as "part of a worryingly increasing pattern of poor service" from SWW.
SWW said its most vulnerable customers had received "prioritised support" throughout the incident and it would continue to provide bottle water where needed.SWW said its most vulnerable customers had received "prioritised support" throughout the incident and it would continue to provide bottle water where needed.
The company said bottled water stations remained open for anyone who needed them while the system refills.The company said bottled water stations remained open for anyone who needed them while the system refills.
They are at The George Park and Ride, Bere Alston Bowling Club, Knightstone Tearooms in Yelverton and Morrisons in Tavistock.They are at The George Park and Ride, Bere Alston Bowling Club, Knightstone Tearooms in Yelverton and Morrisons in Tavistock.
David Harris from South West Water said the company was "very sorry" for the disruption causedDavid Harris from South West Water said the company was "very sorry" for the disruption caused
Mr Harris said: "We are working with schools to keep them open, and we are conscious of the impact it has on parents of those schoolchildren. Mr Harris said the burst inlet pipe had been repaired and work had begun to refill the network but it would "take some time" due to air in the hundreds of miles of pipes.
"We are doing this as quickly as we can and we are very sorry to our customers that this has happened.
"We didn't plan this, this is certainly not something we would want to happen, but we have responded as quickly as we can and responsibly in a way that's not going to cause more problems and more delays on our customers by doing it the wrong way."
He said teams had also been "working around the clock" to restore water back to properties as quickly as possible.He said teams had also been "working around the clock" to restore water back to properties as quickly as possible.
He said: "This is a bit of a tricky task. There's hundreds of miles of pipes that we have to fill with water and expel air from so that's going to take some time."He said: "This is a bit of a tricky task. There's hundreds of miles of pipes that we have to fill with water and expel air from so that's going to take some time."
SWW has been liaising with local schools, said Mr Harris.
"We are working with schools to keep them open, and we are conscious of the impact it has on parents of those schoolchildren," he said.
"We are doing this as quickly as we can and we are very sorry to our customers that this has happened.
"We didn't plan this, this is certainly not something we would want to happen, but we have responded as quickly as we can and responsibly in a way that's not going to cause more problems and more delays on our customers by doing it the wrong way."
Morwenna Roesner, from Tavistock, said her family has been without water since SundayMorwenna Roesner, from Tavistock, said her family has been without water since Sunday
Mum-of-three Morwenna Roesner, from the Tavistock area, said her family has been without water for more than 36 hours.Mum-of-three Morwenna Roesner, from the Tavistock area, said her family has been without water for more than 36 hours.
After complaining to SWW six times since Sunday, she said her household received six bottles of water at 10:00 GMT on Tuesday.After complaining to SWW six times since Sunday, she said her household received six bottles of water at 10:00 GMT on Tuesday.
"Whilst it's frustrating to not be able to do our dishes or wash our hair, there is an importance to have a drink and stay well," said Ms Roesner."Whilst it's frustrating to not be able to do our dishes or wash our hair, there is an importance to have a drink and stay well," said Ms Roesner.
"Staying hydrated is really important for lots of our medications and I'm sure there are so many people in the same boat who aren't being provided for right now.""Staying hydrated is really important for lots of our medications and I'm sure there are so many people in the same boat who aren't being provided for right now."
Compensation paymentsCompensation payments
South West Water said compensation payments would be available to those affected, "as a gesture of goodwill and to make amends".South West Water said compensation payments would be available to those affected, "as a gesture of goodwill and to make amends".
In a message to customers on social media, it said: "We understand how crucial access to water is, and we are committed to providing you with fair compensation for the inconvenience experienced.In a message to customers on social media, it said: "We understand how crucial access to water is, and we are committed to providing you with fair compensation for the inconvenience experienced.
"We will provide further updates on the specific compensation amounts in due course."We will provide further updates on the specific compensation amounts in due course.
"We're grateful for everyone's patience and understanding while we've worked to put things right.""We're grateful for everyone's patience and understanding while we've worked to put things right."
Mr Harris added: "We follow the regulator Ofwat who set out guaranteed standards for compensation which means customers who lose supply for an extended amount of period are entitled to automatic compensation.Mr Harris added: "We follow the regulator Ofwat who set out guaranteed standards for compensation which means customers who lose supply for an extended amount of period are entitled to automatic compensation.
"We won't only be paying that, but we will be keeping that under review depending on how long it takes us to get the full network restored.""We won't only be paying that, but we will be keeping that under review depending on how long it takes us to get the full network restored."
Follow BBC Devon on X, Facebook and Instagram. Send your story ideas to spotlight@bbc.co.uk.Follow BBC Devon on X, Facebook and Instagram. Send your story ideas to spotlight@bbc.co.uk.