Thames Water campaign

• Introduction
• The ten point charter
• Latest news
• Useful links
• What you've said to us

Introduction
The council has signed up to a new campaign to put pressure on Thames Water to give its customers a better deal.

Wandsworth has joined forces with five other boroughs in calling on Thames Water to sign up to a ten point charter that aims to improve the company's services to Londoners.

Here you can tell us whether you agree with the ten objectives and add your comments in our special website poll. Your support and the information we get from you will be used to bring more pressure to bear on the company.

The ten point charter calls on the water company to:

• Meet Ofwat leakage targets year on year.
• Take immediate action to repair major burst mains. Minor leaks should be repaired within seven days of them being reported.
• Provide a log of all leaks known to Thames Water on the internet for public access.
• Provide contact details for the company's technical liaison officers to all London boroughs.
• Deliver emergency supplies of water individually to residents in the event of a loss of supply.
• Stop closing roads without prior local authority approval. No parking bays to be occupied without proper suspensions being requested.
• Pay for the London boroughs to inspect 60 per cent of their works instead of the normal 30 per cent.
• Provide “courtesy boards” at all Thames Water repair sites.
• Improve customer service and ensure that call centres provide a rapid and well-informed response to all callers.
• The company and all its contractors become committed members of all boroughs' Considerate Streetwork Schemes.

News from the Council

04/04/2008  Last minute roadworks warning
22/02/2008  Council 'best at standing up for residents'
15/02/2008  New scheme eases roadworks hassle
19/09/2007  Wandle fish stocks hit by pollution spill
10/09/2007  West Hill School win award

Useful links

• Thames Water
• OFWAT

Here are some of the comments we've received since launching our online campaign

• I am currently trying to resolve a problem of flooring in Gassiot Road with Thames Water. This problem has existed all the time I have lived at this address - about 20 years and I don't believe that Thames Water are dealing with this problem with the seriousness it deserves.
• I'm charged extremely high water rates as a single occupier on an average household rate due to not being able to have a meter fitted. Where Thames Water get their average household rate is beyond me! Big profits for the bosses, but absolute nothing for customers!
• I support all 10 Points of the Charter with the added stipulation that after Thames Water has dealt with the relevant problem/problems/works they, Thames Water, ensure that the roads/pavements are repaired and left safe and proper order.
• In 2004 Thames went to the Director General of Water Services with their begging bowl and received approval to increase costs to consumers for the year 2005/6 by 34.7 per cent for water and 5.6 per cent for wastewater. These increases were apparently needed in order to support an increase in operating costs and a planned investment programme. The 2005/6 versus 2004/5 financial results for Thames show Turnover UP 18.3 per cent: Operating Profit UP 23.2 per cent: Profit Before Tax UP 31.4 per cent: Profit After Tax UP 31.3 per cent and Dividend Payable to German Parent Company UP by a staggering 503 per cent! In fact the only figure that remained constant was the estimated 900 million litres of water wasted every day due to a distribution infrastructure that in terms of investment plays a very obvious second fiddle to the divident requirements of the German parent company. Surely it's about time that Government applied realistic, meaningful and transparent checks and balances on the increases imposed by water and other utility companies.
• Immediate action to repair burst water mains & other leaks is vital in conservation of valuable water resources especially as Thames water expects customers to be cautious over water usage - they really should practise what they preech & lead us by example.
• Thames water customers are charged increased prices for water even when it's use is restricted. The subsequently increased profits will benefit only shareholders unless the company is forced to invest in improvements
• It irks me that even though I pay for metered water it is illegal for me to water a few pots in my garden with a hose. Yet I see ten times the amount I use for the household in a whole year flowing down a street from an unmended leak in just one day. Get real Thames water!
• Woke up the other morning to find a crew digging up the pavement literally in front of the gate, to the extent that I couldn't actually get out! I had absolutely no notification by letter, card through the postbox or sign on the street that any works were going to take place. How difficult would that have been to do?
• With Thames Water's increasing profits, leaking pipes and general poor service any attempts to hold them account can only be a good thing.
• It is really disappointing all of us have to pay such high bills which are constantly increasing. On many occasions I have seen burst pipes which are not fixed immediately, so literally our money is going down the drain.
• I thoroughly endorse Wandsworth Council's campaign for Thames Water to provide an honest and efficient service for those that pay rates to them. I live in Tooting and hardly a month goes by without seeing attendance at a burst water main. Within the last two weeks, the basement flats in my block in Vant Road suffered extensive flooding when a water main, plus sewage pipe, burst. This level of service and lack of maintenance is unacceptable, specially in the context of profits made by Thames Water.
• Thames Water deserves to be improved and at least stop charging such outrageous prices - it is a pity that we are forced to use them - we have no choice but if we did, I would certainly look elsewhere. Poor service and high prices make me a very dissatisfied customer.
• I think it disgusting that we are having to pay more and more for less while your shareholders and chief execs are earning obscene amounts of money.
• I absolutely agree - last year there was a leak on Bedford Hill for several weeks before anything was done about it!
• Provide Ofwat with details of plans to replace old pipes. They should be "forced" to spend most of their profits on this "project" in the interest of providing an excellent customer service.
• Dealing with leakages and bursts should be of the utmost priority for Thames Water in the climate of shortages, water bans and climbing profit margins for the company. In addition, improving individual household services are key - a recent faulty pipe left our house and our neighbours (7 people in total) without water for over 48 hours. Part of the problem was the poor service at their call centre so the problem was inaccurately recorded and details not passed on. Meanwhile we had no water at all for 2 days. Poor delivery. Thames need to improve dramatically in all areas the Charter highlights.
• Thames Water should stop spending millions on advertising the fact they are currently losing millions of gallons of water.
• I believe that the 10 objectives should be hard-wired into next year's bonuses and am shocked to hear of the bonuses received by Directors this year for a terrible service. I do not believe that creating a new plant will help the situation, leaks should be eradicated with costs coming from profits made last year and not from consumers.
• Fix the leaks!
• Thames Water need to find a fairer way of charging flat dwellers for water. I am a single occupant of a council leasehold flat and I know my bills would be lower if I had a meter. However, because my water supply comes from two sources (a roof tank and a rising main) I was told a meter is not possible.
• We have just had a dismal series of negotiations with Thames Water and anything that brings them into line is to be approved.
• How about getting them to do some maintenance occasionally?
  
• I agree with the Ten Point charter. I also take issue with the fact that I recently applied for a water meter and was told that it could take up to 3 months to install. I am paying a high water rate at present and live alone, so am therefore a low user. Thames Water have no interest in installing a water meter quickly, as they know I will then be paying lower (ie, fair) rates.
• Well done Wandsworth; but the Charter actually relates to the service that one should rightfully expect without having to go to these lengths, and like most people, I am not at all impressed with the water supply service; especially as in a concerted effort to monitor water useage, I've requested a meter, only to be told, after many many months that because I live in a block with communal water supply, a meter cannot be fitted. As I live alone, work six days per week, I personally feel ''ripped'' off having to pay over £30 per month
• I am frustrated by Thames Water not only as a domestic user but also in my work. Thames Water have failed to deal with a leak that affects my job since 2005!!
• The Thames Water board of directors should resign and it should be returned to English control. How can a European company have our best interests at heart.
• Thames Water should be leading the way in showing the public how to minimise their wastage of water, instead they seem to be leading the way towards a greater profit margin at the expense of the public.
• When record profits are being made, Thames Water should go beyond the call of duty to insure that they are a responsible and accountable utilities provider.
• I am appalled by the discrepancy between Thames Water's profits and their performance. I believe that an emergency directive should be imposed upon them, with support from combined London councils, to undertake the repairs and replacements required to maximise water resources. Traffic disruption is inevitable - effective planning and cooperation between all councils and Thames Water is called for to deal with this disgraceful situation. Profits should be penalised in the event of more than, say, 15 per cent leakage. Profits for the (comparatively)few shareholders should not be the tail that wags this dog - how can such an inadequate water supply for the capital city + environs of one of the wealthiest countries be viewed as anything other than requiring emergency action?
• Water should never have been privatised, it is a basic human need. Taking profit for things that are needed is wrong. Thames Water should be ploughing more of its massive profits back into keeping prices down and reducing leakage.
• Excellent work! I'm happy to support Wandsworth's charter. It's about time pressure was put on Thames Water to meet its OFWAT Targets.
• I think it's disgusting that Thames Water have the cheek to blame a 25 per cent price rise on fixing their own faults but they then announce 35 per cent profit increases. Is that what the price rises really were for? They also wrote to say that bear with us because they are fixing 150 year old pipes. When they inherited the pipes under privatisation 15 years ago the pipes were 135 years old. Did they not consider it prudent to fix the pipes then or were they waiting for milestone before acting? How dangerous would it be for the public if other supply companies they lost 40 per cent of their supplies. Gas? Electricity? The Nuclear Industry?? If banks lost 40 per cent of their funds they would not exist. If the prison service lost 40 per cent of it's inmates the government would be forced to resign. However as it's "only" water neither Ofwat or the government are willing to intervene.
• I think it's good that Wandsworth is trying to get Thames Water to co-operate a bit more but it's the constant bill rises that really gets on peoples nerves. We aren't all made of money.
• Higher costs whilst posting record profits, something doesn't quite add up....
• Well done for doing this, whatever happened to the much-vaunted Teutonic efficiency?
• I obtained a free Thames Water pack from B and Q with good ideas and a pack to put in the cistern, which will save a lot of water. Why is this not delivered to all homes in London?
• This ten point charter looks OK but there are some contradictions within the list. Point 2 about immediate repairs does not quite gell with point 6. If you want Thames to repair leaks quickly they can hardly wait for permission to close a parking bay or bus stop. Rather they will have to inform the relevant authorities at the earliest possible time. I am also somewhat puzzled by the order in which these points are presented. Surely the most important should be first and points 1 and 2 are important but is the fourth most important point to provide information on liason officers. Please have a second look at this list, put it in priority order and make sure that there are no internal inconsistencies.
• Thames Water needs to work harder to meet the needs of its customers. The ten point charter sets out basic service level requirements which customers have a right to expect Thames Water to commit to achieving.
• I support the charter and want to see a much speedier and more professional approach to improving London's water supplies.
• Well done Wandsworth Council for supporting this petition, but I doubt it will make much difference - Thames Water are without doubt the most inept company I have ever dealt with!
• Thames Water is one of the worst water companies in the country, they are quick to put up prices, and to slap bans on people (for water that they have paid for), but they are too slow to do their work right over the board.
• I think it's important that Thames Water work with local authorities. Most people I have spoken to currently have a poor opinion of Thames Water and find their advertising, which encourages us all to save water wherever possible, more than a little hypocritical.
• I feel it's disgraceful to see water leaking from pipes for days on end - recently saw one on the Rydevale Estate no sign of Thames water for two days!! what more can one say - its us who pay the price
• This company needs to be accountable for the service that they are supposed to provide.
• I totally agree with this charter, they need to have less leaks and reduce the pay of their top cats and put money back into the renewal of the sewerage system in London
• Although I have had no problems in my home I see the burst mains and wasted water etc. all over London. More of Thames Water's vast profits should be put in to repairs and modernisation rather than to the shareholders and bosses! When RWE bought the business it knew that there was an old Victorian water network.
• I'm very concerned about the low water pressure that affects my shower. I live in a 1st floor flat. There often seem to be leaking pipes in the street that seem to take an age to repair, wasting this precious resource
• I think it should also include a point on their pollution of the Thames - it's an appalling situation and as someone who fishes on the Thames at Putney I've noticed a decline in the larger fish that I'm catching and the ones I do catch don't seem as healthy.
• Eminently sensible and a start
• I want Thames Water and all utilities which dig up the road to properly plan and co-ordinate these works based on proper asset management plans so that the quality of our roads and footways can be maintained. I don't believe that there should be so many 'emergencies'.
• There was a leak for most of the summer on the highway at junction of Replingham road and Elsenham Street SW18. I know this was reported several times before eventually repaired several weeks later.