Yesterday I got the sort of bland, automated response I had become used to:
Our Ref: 33105857
Leak in Silverdale
Dear Mr Lund
Thank you for your email about the ongoing leak in Silverdale.
We have fixed a leak in Silverdale opposite Bishopsthorpe Road, however I understand this is leaking again. We're investigating this and I'll update you within the next 10 working days.
If you need to speak to me in the meantime, please call me on 08456 410016, extension 69708. I'm in the office between 9am and 5pm, Monday to Friday.
Yours sincerely
Wendy Tugwell
Customer Resolution
to which I have just replied, copying in the local councillor on the case and the LB Principal Public Health and Nuisance Officer who took it up:
Dear Ms Tugwell
Given the case history, 10 days waiting for an update on a problem which you "understand ... is leaking again" is not good enough, especially when you have the photographic evidence before your eyes.
To remind you of the history, I am fairly sure this problem has been going on for over a year, although it was only last September that I was moved to photograph it and post it on line. If you look through your records for this - your ref 33105857, you will find several emails, such as this:
22 November 2013
Our Ref: 33105857
Silverdale road
Dear Mr Lund
Thank you for your email and for speaking with me today. I’ll continue to look the two leaks located along Silverdale road and I’ll update you by 29 November again at the latest.
The leak located near the junction of Bishopsthorpe Road has been confirmed as a Customer Side Leak (CSL). This is a leak within the boundary of a property and is the responsibility of the property owner. We are currently trying to resolve this issue.
The leak near the entrance of Mayow Park was repaired on 31 October 2013 but on 4 November 2013 there was still a further leak. We are still investigating this leak but this is also believed to be a CSL to a nearby property.
Thank you for letting us know of this and I’ll update you again next week. I hope this helps. If you need to contact us again regarding this matter, please telephone me on 08457 200897. Our offices are open between the hours of 8am and 5pm, Monday to Friday.
Yours sincerely
Aston Gray
Customer Resolution
However, after taking up the case with LB Lewisham Environmental health, I learned from an email sent Dec 3rd
Dear Mr Lund,
Thnak you for the email below.
The Environmental Enforcement team have been dealing with Thames water with regard this issue and have undertaken a number of site visits.
Thames water have verbally advised to us that the leak is their responsibility and an engineer is booked to attend site this afternoon to undertake remedial work.
Officers will revisit tomorrow to check on the work undertaken and provide an update.
Kind regards
Mike Watkinson
Principal Public Health and Nuisance Officer.
and later this email sent Dec 12th
Afternoon all,
Further to my earlier email Thames Water advised that they have sent a permission document to Highways to be able to dig up the pavement to repair the leak.
permission is apparently required where works are not deemed as emergency. Retrospective permissions can be gained for emergency works.
Apparently the stop clock for the pipe has been located so there currently shouldn’t be any leaking water currently. I will ask officers to check on this.
I have spoke to Highways team who have advised they have not yet received any correspondence regarding this site.
They have kindly offered to chase this with a senior manager contact they have in Thames Water to find out what is happening.
Kind regards
Mike Watkinson
Principal Public Health and Nuisance Officer.
From which is it clear that Thames Water had accepted responsibility for this leak, and that the statement in the 22 November email, stating that this was a customer side leak was false.
Equally false, it seems, was any hope that the problem would be fixed following Thames Water's eventual recognition of their responsibility for this.
It is now summer, and what I feared would be a temporary hazard in freezing weather has become a permanent hazard thanks to the algae I need to step round on my walk to Sydenham Station.
So, anyone who's got this far, please email Thames Water Customer Services
CUSTOMER.FEEDBACK@thameswater.co.uk
reference 33105857, Tweet about it to @Thameswater, or if you have access to a phone line where you don't have to pay the charges for 08456 numbers, call on 08456 410016, extension 69708, between 9am and 5pm, Monday to Friday and ask for Wendy Tugwell
08456 - numbers - there's another nice revenue stream for Thames Water!
