Customer Guarantee

Another letter promising another letter from Thames Water

As they say ... Your friends you can choose...

 

 

 

 

 

 

 

 

 

...your Water company you are stuck with

Thames WaterCustomer Relations

PO Box 436 Swindon SN38 1TU

16 October 2020

Our Case Ref: 33434370

CCW Case Ref: 200910-000009

Our Customer Guarantee Scheme (CGS)

Dear Mr Miller

I’m writing in response to a referral we’ve received on your behalf from Linsey Williams at CCW. She’s written to us in relation to our CGS, and asked about payments that may be due, following an external sewer flooding incident in 2019. Just to let you know, I’ve spoken with Linsey today, to gain some further clarification about this. She’s let me know the flooding affected all residents in flats... 

We fully understand how unpleasant and upsetting sewer flooding can be for our customers. I am truly sorry to hear about the impact this incident has had on you and your neighbours, especially as it resulted in us having to use tankers, to ensure customers could use their facilities. I also note you all had difficulties in accessing your homes at the time. Please accept my sincere apologies for the confusion surrounding our CGS payments in this instance. It wasn’t our intention to avoid providing you with a substantive and meaningful response.

As you’ll appreciate, we must adhere to important and strict data protection guidelines. Therefore I’m unable to discuss payments and details with you, for neighbours who’ve contacted us in regard to this matter. However I can tell you that our CGS Team Manager has written separately to one of the residents in your block of flats. We’ve explained in our correspondence that CGS payments are always made to the person living at the property, as they are the ones affected. Furthermore the property would also need to have an active water services account with us. As the incident affected a communal area, this doesn’t have an account, and so under the terms and conditions of the scheme, you wouldn’t qualify for a CGS payment.

That being said, I realise each individual flat has their own water services account. We’ve also retrieved and reviewed the photographs we hold on our system, following the incident. With this in mind, I’m currently in discussions with our Regulatory Performance Manager. He’s reviewing our CGS terms and conditions and the photographs, to check your eligibility for a payment under the above circumstances. I’ll of course provide you with a full update following his thorough review, and this will be no later than 16 November 2020. I’m sorry I don’t have a conclusive answer for you today, but would like to assure you, I’ll do all I can to help and support you.

In the meantime, should you have any further questions or concerns, please don’t hesitate to call me on 0800 0093666. Our offices are open from 9am to 5pm, Monday to Friday.

Yours sincerely

Sarah Sanders

Senior Case Manager – Executive Office

To view the Thames Water complaints procedure, please go to www.thameswater.co.uk/complaintsprocess

CCW (The Consumer Council for Water) is the independent voice for water consumers who can investigate your complaint and take it up with us on your behalf. If you wish to escalate your complaint further, you can contact CCW on 0300 034 2222.

Visit us online www.thameswater.co.uk , follow us on twitter www.twitter.com/thameswater or find us on www.facebook.com/thameswater. We’re happy to help you 24/7.

Thames Water Limited (company number 2366623) and Thames Water Utilities Limited (company number 2366661) are companies registered in England and Wales, both are registered at Clearwater Court, Vastern Road, Reading, Berkshire RG1 8DB. This email is confidential and is intended only for the use of the person it was sent to. Any views or opinions in this email are those of the author and don’t necessarily represent those of Thames Water Limited or its subsidiaries. If you aren’t the intended recipient of this email, please don’t copy, use, forward or disclose its contents to any other person – please destroy and delete the message and any attachments from your system.