So all the poo and smell of poo has gone now and all 12
flats are sewer gas free so Thames Water have politely responded to our
previous correspondence denying any responsibility for the poo coming out the
ground or the gasses escaping up our drains and into our bathrooms. There being 12 flats affected they are still
falling back on the line that they can’t tell us exactly what each complainant
complained about because of the Data Protection Act. Because poo needs privacy. They also seem to be saying that since we
didn’t give them the opportunity to clear up their own poo because we had to
get a tanker to suck it up because it was an urgent health hazard then they
can’t take any responsibility for their shit.
I’m pretty sure they have to cough up under the guaranteed standards
scheme but you have to admire the quality of their bullshit … if not the
qualities of the human shit they seem to be unable to control...
Claim: External sewer flooding
Dear …
I write following on from our discussion on 3 February 2020,
about your claim for re-imbursement of your contractor’s fees. You’ve requested
confirmation of our liability decision in writing. Please see below as
requested.
When we spoke, I informed you due to a collapse in our sewer
main, we’ve been carrying out some work in [your road]. This has involved a
lot of pumping out of sewage and may likely be the cause of the smells.
You explained, the issue affecting your property in Croydon
was first reported to you by your tenants on 21 January 2020. By this time, the
grounds of your property had been flooded for two days. You contacted us on 27
January 2020, after your private drain engineers had attended to investigate
the cause of the external sewer flooding. Your contractors spoke with members
of our waste crew on site, who advised your waste issues were due to our works.
I understand, your contractor’s fees are in the region of £1000.00, and you’d
like to make a claim for this to be re-imbursed.
I’ve searched my systems, and whilst there are enquiries
relating to foul smells, there’s no mention of waste blockage or external sewer
flooding at your property. These calls were made by other members of the
public, and therefore, due to GDPR 2018 I’m unable to go into further details.
Our investigations
When we attend to investigate and clear blockages, we do so
at no expense to the customer. This is because, we pay our contractors to carry
out our work. In the event of flooding to the property, this may be either
external or internal, we also offer to carry out a basic clean-up of affected
areas. I'd like to advise, in future you must contact Thameswater as the first
point of call, to investigate any issues with your drains. After we've
investigated, if there are any issues with your private drains, we'll let you
know.
If you experience any symptoms of blockages, or imminent
flooding, please call our 24hr Contact Centre team, on 0800 3169800.
Liability
You didn’t contact us at any point while you experienced
these issues, so we’re unable to determine the nature and cause of these
problems due to lack of evidence. We may only be held liable for waste related
incidents where we’ve directly caused the issue or where we’ve been negligent.
i.e., when we’ve been made aware of a problem, but didn’t do anything about it.
Unfortunately, we weren’t made aware of your problem, so we were unable to
investigate and resolve the issue for you. Therefore, we haven’t been
negligent. I regret to inform you your claim has been denied.
I appreciate this isn't the response you hoped for, but I
trust I've clearly explained the reasons for my decision. Your case is now
closed, however, if you need to speak with me, please call me on 0800 0093814.
Our offices are open between the hours of 9am and 5pm, Monday to Friday.
We'd love to hear about your experience, please click here
to tell us what we are doing well or what we can do better.
Yours sincerely
Vanessa
Which I think boils down to they think we have to suck up gettinga tanker out to suck up the poo... ?
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