Open letter to Thames Water regarding water supply issues in Guildford

Sarah Bentley
Chief Executive Officer
Thames Water

8th December

Dear Ms Bentley

Open letter regarding water supply failures in Guildford

Last week thousands of homes, schools, and businesses went without water and/or had low water pressure for 48 hours. (I was one of those customers.) As well as the obvious issues, there are other associated problems including the significant impact on business profits at a time when businesses are already struggling due to rising costs; the fact that parents suddenly found themselves needing to find a solution for their children being sent home from school; and the disruption to children's education as a result of being sent home.

While I appreciate that your engineers work hard to ensure that supply is maintained year-round, the increasing instances of low water pressure and water outages are of serious concern. Residents and businesses should be able to rely on the water services you provide and there is growing anger and frustration about the problems they are experiencing with your services.

Just as I did in my letter dated 16th August I am writing to seek clarification and information from you on a number of issues.

It is my understanding that Thames Water has an automatic compensation scheme for residents which refunds domestic customers £30 for every 12 hours they are without water. However, speaking to residents who went without water in the summer many are still waiting for these payments or are finding that you are disputing their claims. Please can you advise how you ensure that all those affected receive compensation, and how anyone who does not receive any can go about ensuring they do?

It is not just domestic users in GU1 to GU5 who were adversely affected by the recent water supply problems. Pubs, restaurants, other businesses, schools, and other organisations have also been impacted and I note that, as for domestic customers, you have a business compensation scheme. Please can you advise how all businesses and organisations in the area can make a claim as quickly and easily as possible so that they can apply for compensation to reduce the financial impact on them?

Finally, given this is not the first instance of water supply issues, please let me know urgently what measures are to be taken by Thames Water to repair and invest in water infrastructure across Guildford. Residents and businesses should be able to rely on the water services provided by you.

I look forward to your detailed response.

Yours sincerely

Zöe Franklin
Liberal Democrat Parliamentary Candidate for Guildford & Cranleigh

8th December 2022