It's a no from Thames Water...

 16 November 2020

Our Case Ref: 33434370

Your Ref: SJ24310

Customer Guarantee Scheme (CGS) payment review

Dear Ms Jones

I’m writing to provide you with an update on your constituent Mr Miller’s case, following my email dated 28 October. I trust you’ll find the below information helpful.

To confirm, our Regulatory Performance Manager (RPM) has reviewed the external sewer flooding incident and confirmed the event we’ve recorded for the affected flats in Chichester Road, was 20 January 2020 and not December 2019. Our RPM has confirmed where a communal area is affected, we don’t pay CGS, as no, one person pays water charges for this area. To clarify, CGS can only be paid if there’s a Water Services Account being registered for the specified location, which in this case there isn’t.

In addition, to the above, our RPM has reviewed the photographs provided by your constituent Mr Miller, to assess whether the residents would have been eligible for a CGS payment. For us to calculate the eligibility of a CGS payment we use a scoring system, and from the photographs of the flooding, it wouldn’t have met the criteria to be eligible for an external flooding payment, even if the communal area did qualify.

I trust the above helps explains our position, and I’ve now closed the case file. However, should you have any further questions, please contact Sarah Sanders, a Senior Case Manager in our Executive Office. You can reach Sarah on 0800 0093666, our offices are open Monday to Friday, between the hours of 9am and 5pm.

Yours sincerely

Alice Keeping
Local Government Liaison – South London