Update 1 - We’re on the case
Wednesday 12th June - 08:30am
A large pipe has just burst at our Hampton Water Treatment Works, which means we aren’t able to pump water into our pipe network across West London. This means you may have no water or low water pressure.
We’re really sorry that this is happening. Our specialist engineers are currently working on a number of different options to fix the problem.
Update 2- We’re locating the burst
Wednesday 12th June - 10:30am
Our engineers have temporarily turned off the water supply in order to repair the burst. While we know this may impact you, it means we can investigate the exact location of the burst and start working to fix it as quickly as possible.
As our treatment works has a large and complex network of pipes and serves a large area of West London, this repair may be a little tricky. We’re sorry that this is still ongoing and we’ll update again soon.
Update 3 - We’re in your area
Wednesday 12th June - 12.30pm
We’re still working hard to get water flowing for you again. This means we're looking at options to redirect water from across our area. This is complex work that we can’t rush so we really appreciate your patience. In the meantime, we have nine specialist teams in the area prioritising those customers who need support the most. We’re also looking for the best locations to open our bottled water stations with emergency supplies.
Update 4 - We’ve started repairs
Wednesday 12th June - 14.30pm
We've been able to bypass the burst and are adding extra water into our network. Supplies are starting to return to some areas and we're monitoring this carefully. However, water won’t return to all customers affected immediately. When it does, we expect there to be airlocks and other issues that we'll need to support customers with. Our onsite repair is also progressing well.
Update 5 - You can now collect bottled water
Wednesday 12th June - 17.30pm
We know how frustrating it must have been to go without water today. We’ve opened a bottled water station so that you can collect supplies.
You can find it here:
Public car park near the Hampton Pub, The Avenue, TW12 3RA
We also have a number of our staff delivering bottled water to priority service customers in your local area.
If you’re visiting our bottled water station, please only take what you need for the night as this will help to make sure there’s enough to go around.
We really appreciate your patience while we continue working to fix the problem.
Update 6 - We've opened more bottled water stations
Wednesday 12th June - 19.00pm
Water pressure is improving because we’ve been able to bypass the burst and add extra water into our network. This means you should start seeing your water pressure improving soon.
If you're still without water, we've opened more bottled water stations.
You can find them here:
The public car park near Millennium Boat House, Lower Sunbury Rd, Hampton, TW12 2DH
Whitton Sports and Fitness Centre, Twickenham School, Percy Road, TW2 6JW
Update 7 - We've removing airlocks
Wednesday 12th June - 19.30pm
We’re continuing to work hard to make sure we get your water flowing again. We have our expert technicians making sure that any airlocks are removed from our network. This work is really important, as airlocks stop water flowing freely through your pipes.
Our specialist engineers removing airlocks from our network
Update 8 - We’ll work around the clock
Wednesday 12th June - 21:30am
We’ll continue working through the night to fix the burst pipe as well as clear any trapped air from our pipes, so your water can flow freely.
As we were able to bypass the burst and add extra water into our network, water pressure has slowly improved. This means you should see your water supply returning to normal.
While we finish off the repair, you may still notice shorter periods of low water pressure, especially at peak times in the morning. If your water still won’t turn on, please give us a call on 0800 316 9800 and we’ll look into this further for you.
We’ve now closed our bottled water stations, but we’ll reopen them at 7:30am tomorrow and keep them open until we’re sure you have no further problems.
You can find them here:
Public car park near the Hampton Pub, The Avenue, TW12 3RA
The public car park near Millennium Boat House, Lower Sunbury Rd, Hampton, TW12 2DH
Whitton Sports and Fitness Centre, Twickenham School, Percy Road, TW2 6JW
We're really sorry for the inconvenience that this burst main has caused, but thank you for your patience while we were working hard to get everything back to normal.
Update 9 - We’ve worked through the night and are reopening bottle water stations
Thursday 13th June - 06:30am
We’ve worked through the night to continue working on the repair. While our customers should have their water supply back on, as a precaution, we'll be reopening five bottled water stations at 07.30am this morning.
You can find them here:
Public car park near the Hampton Pub, The Avenue, TW12 3RA
Whitton Sports and Fitness Centre, Twickenham School, Percy Road, TW2 6JW
Ethix Management Car Park, Unit 15, Kempton Gate Business Centre, Old Field Road, TW12 2AF
Sainsburys Car Park, 303 Uxbridge Road, TW12 1AW.
Inchcape Volkswagen, 40 South Road, TW2 5NT.
Update 10 - We're continuing our repair but water supply should have returned
Thursday 13th June - 11:30am
We’re continuing to repair the pipe and closely monitor water levels in your area.
Our specialist engineers are working on the burst water pipe
You should see your water returning to normal. However, as a precaution, we've got tankers on standby that can pump extra water back into the network if needed.
We’re also in contact with three local hospitals should they need any additional support.
Our specialist engineers are still monitoring the network for airlocks to make sure your water flows freely .
Once again, thank you for your patience.
Update 11 - We've closed our bottled water stations as supply is returning to normal
Thursday 13th June - 12:00pm
Our bottled water stations have been quiet this morning as the water supply returns to your taps. That’s why we’re now closing them in all five locations. Water supply should be returning to your taps like normal.
Thank you for all your patience over the last 24 hours.
