Thames Water's Response So Far

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Thames Water continues to respond to some residents and not others. So far their responses have included the following 4 letters:

Letter 1: “During heavy downpours, some of the sewers have difficulty coping with additional volume of water causing flooding to properties” and that they have “worked with the Consumer Council for Water to develop a prioritisation system that addresses the worst problems first” and finally “We have no plans to carry out work on the public sewer in your area.”

Letter 2: “I am sorry to hear your property was flooded.”… “We realise how unpleasant sewage flooding is and we want to do all we can to minimise any effect this may have on your daily life.

Because flooding entered your premises, our Customer Guarantee Scheme entitles you to a payment of £167.61. This is equivalent to the higher of either your annual sewerage services charges, or a sum of £150.00."

Letter 3: “I am writing to confirm we have received your completed sewer flooding questionnaire”... ”The information you have provided will be reviewed, and where appropriate, added to our sewer flooding history for further analysis. This analysis will help us to investigate possible solutions and assist with our investment for the future.

We prioritise our investment on the severity and frequency of flooding. Therefore, it is important that we have every record of flooding recorded on our database."

Letter 4: “Our records show that heavy rainfall at the time of the incident caused or contributed to the flooding you experienced. Unfortunately, we are unable to build a sewer that can cope with all conceivable storm conditions, but we are confident that our sewer operates well during normal weather conditions.

I confirm that a closed circuit television (CCTV) survey has been completed and we have arranged for the surface water sewer to be cleansed by the 27 July 2009. This will help to ensure that the sewer is free flowing.”

Finally, “With reference to your claim, I’m afraid there are no express provisions contained within the Water Industry Act 1991 with regard to damage or loss caused by sewer flooding, and any liability that a sewerage undertaker may have would require proof of negligence. We do not believe this is the case in this instance.”

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