cancel
Showing results for 
Search instead for 
Did you mean: 

Update on the burst affecting TW / KT / W

Community Manager
Community Manager

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.Hampton 1.jpgSpecialist engineers hard at work investigating the burst.

 


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.

 

Hampton 2 PSR.jpgWe're delivering bottled water to our priority services customers

 


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

 

Show me on Google 

 

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

Show me on Google 

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.
airlock.jpgOur 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

Show me on Google 

 

The public car park near Millennium Boat House, Lower Sunbury Rd, Hampton, TW12 2DH

Show me on Google 

 

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

Show me on Google  

 

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.
Hampton dig down 1.jpgOur 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.  

17 REPLIES 17

Lack of updates, lack of customer service on the phone has been absolutely disgusting 

this is twice in less than three years? Why there is no back up in place I do not know.

you have left people since 8am with no water, some unwell, disabled, elderly, babies and absolutely no compassion or thought.

supermarkets and local shops have sold out of water.

 

updates for a big company and serve outage is terrible, I was told keep an eye on our website for regular updates but it takes you several hours to update !!!

 

absolutely fuming

Donnakel
Member
Is all of TW affected? Where is water being distributed in Isleworth?
Thank you for working to fix this. It's pretty challenging having babies and no water. We really appreciate you getting this fixed as fast as possible. Thank you.
Halmstrand
Thames Trooper
We are in W12, and still have not revived any bottled water yet!! Where and how should we get a supply? We have elderly at the house and they can not carry big bottles of fresh water.
Thank you for working to fix this. It's pretty challenging having babies and no water. We really appreciate you getting this fixed as fast as possible. Thank you.
Halmstrand
Thames Trooper
Hello all, where is the bottled water supply located as I have elderly living in the area and they can not carry water bottles from local store. I have done it for them but I have to leave,
Valerie
Member

I'm still waiting for bottled water to be delivered since I can't get out. In 2nd floor flat in Teddington without transport or mobility after being promised by thames water priority services this morning on the telephone.

Highlighted
Community Manager
Community Manager

Hi @Halmstrand , we're really sorry that this situation is ongoing - we know how frustrating it must be for you. As you have people in the house who need extra support, please call our dedicated priority service team on 0800 009 4544 and they should be able to help you. We'll continue working hard to get things back to normal as soon we can. Thank you.

Community Manager
Community Manager

Hi @Valerie, we're really sorry you haven't got any bottled water yet. The team are out delivering bottled water as quickly as possible. We recommend you give our priority service team another call on 0800 009 4544 and hopefully they'll be able to give you an update on when your bottled water should arrive. Once again, we're really sorry you've been impacted - our team is working as hard as possible to get things back to normal.