Thames Water - Grounds for a refund

[Camdenite]

Hi all, We recently had to go without water for a period of two weeks after Thames Water, Murphy's, and assorted plumbers failed to recognise that a lack of any flowing water into our property had been caused by Murphy's switching off the supply to our property while updating Victorian water mains.

What grounds do I have to approach them for a refund + costs (plumber visits, bottled water & showers at the gym!). I guess I have lots of grounds, but would like the input of someone who has been through something similar and can help put together a well-constructed claim.

[Camdenite]

sorry to bump folks. Anyone any idea?

[Camdenite]

another gentle bump

[kasdizz]

Good grounds indeed.

DG3 (the standard for supply interuptions, as agreed with Ofwat and the suppliers) standards have been breached. It can get quite complex, but you are probably entitled to two automatic payments under GSS (Guaranteed Standards Scheme). Tell them that this is, as far as you are aware, a failure of DG3. Also make them aware of the difficulties that you have experienced. Keep it to civil and to the point however. You should also ask for associated costs (bottled water etc), within reason.

Put it all in writing and expect up to 10 days (or a sub-reply and 20 days) wait.

[Camdenite]

Thanks kasdizz. That's good news. I'll have a read up on DG3 (are details available on the web?)

[mrmarmite]

bump, any updates?

[Camdenite]

Hi Marmite, Yes, sent letter off last week.quoting the relevant points from the Ofwat site. Awaiting a response.

[Camdenite]

Just dropping by to let everyone know that Thames have settled and are due to refund £180. It was a bit of a battle and I had to drop a few points because I couldn't provide receipts and then they offered to deduct it from my bill next spring (reah, right ) but today they have promised to post me a cheque in the next three weeks.

Thanks for all your help.