cancel
Showing results for 
Search instead for 
Did you mean: 

Queen's Drive, N4

Community Manager
Community Manager

This is our latest update on what we’re doing to try to put things right in your community following the flooding caused by our burst main.


Monday 9 December

 

Please visit us at Azalea Court Community Hall


Thank you to all those residents who attended the public meeting on 27 November at Parkwood Primary School.

Many of the questions asked were about individual circumstances. If you couldn’t make it to the meeting or have further queries, please remember that we have staff available Monday to Saturday at our customer hub. You can find us at Azalea Court Community Hall, in Finsbury Park Place, opposite Finsbury Park.

 

We’re offering timed appointments with our loss adjusters if you need to know more about the claims process, and have customer representatives on hand to deal with more general queries. We’re there between 9am and 5pm, and you can also call us on 07747 646 770 to make an appointment. If it’s difficult for you to get there, our representatives can come to you.

 

Evening appointment available at community hub


A number of residents at the public meeting asked if our loss adjusters could be available outside the times mentioned above. We’re therefore planning two evening surgeries at Azalea Court Community Hall, on Wednesday 11 December and Tuesday 17 December, when our customer hub will remain open till 8pm.

It’s advisable to book an appointment – please call us on the number above to reserve a slot.


Customer hub to relocate for General Election

 

Our customer hub will move to the nearby Pembury Hotel, in Seven Sisters Road, while Azalea Court Community Hall is used as a polling station on Thursday 12 December. We’ll be back again at our usual venue on Friday 13 December.

 

Queries from the public meeting

 

There was some feedback at the public meeting about the timeliness of responses from our claims handlers, Willis Towers Watson. We’ve now discussed this with the team, who have increased their resources.

 

Some residents asked what assurances would be given about the standard of repairs to flooded properties. We can confirm that if the work is being done directly with Thames Water, you’ll receive the relevant certification once the repairs are complete. This could be a drying out certificate, electrical safety certificate and/or gas certificate, depending on the circumstances.

 

If work on your property is being done via your own insurers, you’d need to discuss this with them.

A number of people at the meeting also asked for clarity about the roles of our loss adjusters, Sedgwick, and our claims handlers, Willis Towers Watson.

 

Loss adjusters from Sedgwick are available to meet with you to help prepare your claim – you can make an appointment on the number above. Once your claim has been formulated, it will be passed to Willis Towers Watson, who will review it and contact you about settlement of the claim.

 

Your water bill while your property is empty

 

We are committed to ensuring that residents who have left their homes as a result of the flooding will not be charged for water or wastewater services for the period they have moved out. All water bills for impacted properties have been put on hold, and we have cancelled any existing direct debits. Once residents return to their homes, the accounts will be adjusted, and new payment plans can be set up.

 

Dealing with increases to insurance premiums


Some residents have told us their insurer has told them it will increase their premium. If this is due to flooding, we can make available a personalised letter you can use to challenge the increase. The letter clarifies that the flooding was caused by a burst main, and that we’re liable for loss or damage caused in such cases. We’ll amend it so that it’s specific to your property.

 

This may not be sufficient for every insurer, but from our experience many companies will make adjustments. If they don’t, we recommend speaking to other insurers or contacting an insurance broker to find a suitable company. We are planning to send this letter to everyone we hold records for next week. If you need the letter more quickly than that you can request your own copy of the letter by visiting our community hub or calling us on the number above. All we’ll need is your name and address and where you want us to send you the letter.

 

If your insurer intends to increase your premium due to the property being empty then it’s likely you can take action to address their concern – for example, by draining down the central heating. If the insurer still requires an increase, we recommend discussing this with your loss adjuster.

 

Our brokers have raised the issue of increased premiums with the Association of British insurers who will discuss the issue at their property steering group.


Thursday 5 December

 

Please visit us at Azalea Court Community Hall

 

Thank you to all those residents who attended last week’s public meeting at Parkwood Primary School.

Many of the questions asked were about individual circumstances. If you couldn’t make it to the meeting or have further queries, please remember that we have staff available Monday to Saturday at our customer hub. You can find us at Azalea Court Community Hall, in Finsbury Park Place, opposite Finsbury Park.

We’re offering timed appointments with our loss adjusters if you need to know more about the claims process, and have customer representatives on hand to deal with more general queries. We’re there between 9am and 5pm, and you can also call us on 07747 646 770 to make an appointment. If it’s difficult for you to get there, our representatives can come to you.

 

Customer hub closed for General Election

 

Our customer hub at Azalea Court Community Hall will be closed on Thursday 12 December, when the venue will be in use as a polling station for the General Election.

We’ll be open again as usual on Friday 13 December.

 


Wednesday 20 November

 

Queen’s Drive residents meeting: we welcome your questions

 

If you’ve been affected by the Queen’s Drive burst main please come along to an open meeting we’re holding with Hackney Council on Wednesday 27 November at Parkwood Primary School from 6.30pm to 8pm.  

 

We’ve been working closely with our colleagues at Hackney since the flooding. The council will be at the meeting, and we’ll have senior team members on hand to update you on progress and answer your questions.

 

We hope many of your queries have already been answered by our loss adjusters and customer representatives, who are now based at Azalea Court Community Hall, in Finsbury Park Place. But we realise there’s probably a lot more you want to ask us.

 

To ensure we make the most of the meeting, and provide helpful responses, we’re inviting questions in advance. We’ll make sure there’s time on the day to answer these and, of course, we’ll still be welcoming questions on the night. 

 

If you want to ask anything in advance of the meeting, please let us know:

  • By commenting on the bottom of thie page
  • In person to our team at Azalea Court Community hall (see below)
  • Via the Queen’s Drive Residents Group (finsburyflood@gmail.com)

 


Friday 15 November

 

Appointments are available at our Customer Hub

 

We have plenty of capacity at our hub in Azalea Court Community Hall, which is open on weekdays from 9am to 5pm, in Finsbury Park Place, opposite Finsbury Park.

 

We’ve already shared a contact phone number so you can speak to the loss adjuster or claims handler looking after your claim, but if you’ve any concerns over the claims process or need further assistance putting your claim together we’re here to help. 

 

There’s a private area available so you can speak one-to-one about your claim. To book an appointment, call us on 07747 646 770 after 9am.

 

Our customer representatives are also based at the hub. Please speak to them if you’ve any general queries or feel there’s more we could be doing for you.

 

Proposed community hub 12-24 1.JPG

 

 

Further details on insurance claims

 

A number of residents have asked us to clarify a couple of points about the insurance claims process – so we thought it would be helpful to include an update here.

 

As part of any claim in these circumstances, there will be the opportunity for the claimant to receive a payment made by the insurers for distress and inconvenience. This is separate to the discretionary payments made by Thames Water.

 

Payments are generally guided by common law – i.e. case histories which have been tested in court – and are normally reflective of the amount of time spent out of the property as the result of flooding. They’re assessed on a per person basis. Loss of amenity, disruption and time all fall under this heading.

 

Some residents have been asked by their loss adjuster or claims handler to provide a purchase date for items lost or damaged in the flooding. The reason for this is that our insurers handle the claim on what’s called an ‘indemnity’ basis – which covers the value of the goods at the time of the loss – and we then top this up to the cost of buying them new, also known as the ‘new for old’ value.  

 

The two payment amounts are combined by Willis Towers Watson, who handle claims on our behalf, and sent out as a single payment to the person making the claim.

 

Concerns about increased insurance premiums

 

A number of residents have told us their insurance policies are approaching renewal and that their insurers intend to increase their premiums as a result of the flooding.

 

If this happens to you, or you’re concerned it could, we’re working to provide a personalised letter to help you challenge this. The letter will clarify that the flooding was caused by a burst main, and that we’re liable for loss or damage caused in such cases.

 

We’ll tell you more about this in our next update.

 

Additional support from Citizens Advice

 

We’ve briefed Citizens Advice Hackney, in Mare Street, about the flooding. They want to reassure residents that they’re there to support you with independent advice if you need it.

 

Their team run drop-in sessions on Mondays to Wednesdays from 10am to 1pm. Appointments are also available in certain cases. To contact them, please call 020 8525 6350.

 

Update on our repair work

 

At the time of writing this update, we’re due to complete our repairs this week outside numbers 147 and 149 in Queen’s Drive. We expect to clear the site early next week (week of 25 November). Thank you again for your patience while we finish this work.

 

For more information on how we'll support you, click here

Please note, this guide is given out in person by our loss adjusters, who add their contact details to the section on the back page

 

We've developed some FAQs on the back of your questions and these can be seen here.

 

 

1 Comment

I have a question for meeting tonight 27th Nov. My buildings insurance has increased from £270 to an amazing £1800 with all sorts of excesses for flooding. They said that this was because I made a claim and also because the property is currently unoccupied. What do you propose to do about this please?