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Updates on leak at Eddystone Road, Brockley, SE4

Community Manager
Community Manager

Final update:

 

The repair to the road is complete and everything is back to normal - thank you to all our customers in the area who have been brilliant! 

 

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Tuesday 22 January:

 

With the repair to the pipe completed on Sunday, work to repair and reinstate the road is ongoing. We've even had some customers pop out and talk to us which has been lovely! Thank you to all our customers in the area who have been very patient and understanding. 

 

 

concrete on road.jpgWork to repair the road ongoing

 

road pic.jpgPart of the road nearly repaired

 

 

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Monday 21 January:

 

Our Vehicles that were part of the repair have been removed from the site along with all sandbags that acted as flood defences. Work to repair the road is underway. 

 

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Sunday 20 January:

 

With the repair job complete, we will be contacting residents and informing priority service customers who we’ve spoke to previously to tell them the positive news. For more general information on our priority service that we offer, click here.

 

We will continue to be on site repairing the road so it can be reopened again as quickly as possible.

 

You can see how we completed the repair by scrolling down to the first update at the bottom of the screen. 

 

We would like to thank all our customers in the area who have been very understanding and patient. Have a wonderful rest of the day. 

 

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Sunday 20 January:

 

Our teams on site are liaising with the National Grid, the council and other key stakeholders to formulate a plan to get the road repaired and opened. Unfortunately this can take some time as we require the correct permits and in order to get to the pipe, we had to dig about 3 metres down but the aim is always to get things back to normal as soon as possible to minimise disruption for our customers. 

 

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Sunday 20 January:

 

Our repair is complete and has been successful. We have flushed out the system and done extensive quality and safety checks on the water supply and everything should now be back to normal for our customers.

 

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Sunday 20 January:

 

We have now fixed the leaking pipe, but there will be continuous work to flush through our pipes. This is to ensure the water that reaches customers is of the highest quality and completely safe. 

 

WP_20190120_004.jpgWork site on Sunday

Our primary aim in these complex repairs is to ensure we return supply as quickly as possible but to our strict quality standards. There may continue to be low pressure in the surrounding areas whilst this work is carried out which we understand disrupts our customers but we'll be doing all we can to get things back to normal as quickly and safely as possible.

 

WP_20190120_005.jpgWork site on Sunday

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Sunday 20 January:

 

We also discovered an additional leaking valve which is also being repaired to prevent any further damage.

  

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Sunday 20 January:

 

A letter has been sent to local councillors to keep them updated on what we've done and are doing with information on the repair.

 

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Sunday 20 January:

 

Our specialist engineers work overnight to find the leak which was in a bend of one of our mains and replace it with a new bend..WP_20190120_03_52_15_Pro.jpgThe leak was found in a bend in one of our mains

 

WP_20190120_03_52_19_Pro.jpgClose up of where the leak came from

 

WP_20190120_04_25_30_Pro.jpgThe new bend that has replaced the old one

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Saturday 19 January / Sunday 20 January:

 

Work began on fixing the complex leak at 10pm. Unfortunately this does mean there is some overnight noise to residents which we are very sorry about. We try to balance resident disruption with the level of demand for water and working overnight means the demand for water is at its lowest but it does result in some noise which we really do apologise about. 

 

 

pipe leak dinning.pngWork begins on the leak

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Saturday 19 January:

 

Operational teams (Control room and on site) are established and all required equipment is ready to begin fixing the pipe at 10pm. As the work begins, customers in the area may experience some low water pressure but that is completely normal when carrying out this type of complex repair. We work as hard as possible to ensure pressure returns to customers as quickly as possible.

 

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Saturday 19 January:

 

Customer reps and ambassadors for Thames Water are on standby to support and site representatives are speaking to residents about the planned work. Residents have been warned about potential disruption overnight whilst the work happens.

 

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Saturday 19 January:

 

Key stakeholders to Thames Water and local London boroughs are briefed on the planned repair.

 

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Friday 18 January:

 

We ensure 24 hour presence overnight at the site monitoring the area and the leak.

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Friday 18 January:

 

Our clever technical people within our operational teams are working through scenario testing of how best to route water once isolation of the pipe occurs and determining when the best time to begin work.

 

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Friday 18 January:

 

We prepare contingency plans for supply of bottled water in case of a chance customers find that they have no water . This is standard practice when we have more complex fixes to do. In advance, we identify possible bottle water station locations and ensure we have the ability to logistically access those sites.We have bottled water stored in several storage facilities across our region.Lorry 2.jpgWater pallets being loaded

 

Lorry 3.jpgWater ready to be delivered

 

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Friday 18 January:

 

Customer reps are on site supporting the residents and identifying properties that may have basements that are occupied by tenants and identifying if there are any customers who are vulnerable and ensuring they are signed up to our Priority Services register.

 

Don’t forget that if you need an extra helping hand either during this repair or longer term, find out how our Priority Services can help. We're always here to talk about your needs, whether they are medical, financial or something else.

 

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Friday 18 January:

 

Operational teams within Thames Water identify vulnerable customers in the area as well as potential businesses and services such as schools or hospitals that may be impacted once a fix on the pipe begins.

 

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Thursday 17 January:

 

In order to do a fix on a complex pipe such as the one identified in Eddystone Road, the Operations teams within Thames Water locate the pipe on their network maps in their Network Management Centre.  They gather lots of data and information on water supply, number of customers the main supplies, availability of water in local reservoirs and how best to re-route water so a minimal number of customers are impacted by low pressure or no water during the fix

 

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Thursday 17 January:

 

A letter is sent to local community of about 100 houses informing them that there is a leak in their area and it would potentially cause disruption for several days due to the nature of the issue.

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Thursday 17 January:

 

Sandbags are placed to act as flood defences to protect homes in the vicinity of the leak. 

 flood defences.jpgSandbags placed to protect homes from flooding

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Thursday 17 January:

 

 An initial hole as a trial is dug on site to see where the leak is coming from, the size of the pipe and what material the pipe is made from, as well as seeing if there are any other pipes/cables!

IMG_4541.JPGTrial hole is dug All this information is vital in ensuring we know how best to plan to repair the leak and that the right teams with the right tools can be identified to fix the problem.

 

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Thursday 17 January:

 

Site is set up, with all the appropriate safety measures in place and the road is closed.

 

IMG_4543.JPGRoad closure

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Thursday 17 January:

 

We were notified of a leak – our specialist teams go out to investigate.

 

map se.PNG

5 REPLIES 5
Highlighted
SachV
Water Royalty

I don't live in the area but this caught my eye as i had a quick look at the Community this morning and think this is really great in terms of explaining exactly what is happening in a simple and effective way.

 

Who knew a water company could be so creative! But don't get me wrong, it would be better not to have these incidents in the first place but information and communcation goes a long way

Community Manager
Community Manager

Hi @SachV

 

Thanks so much for your comment! Our community platform is a great way to keep our customers informed.  It's important to be clear and concise when something as serious as a leak in our customers' area, with the community we can easily log information our customers need to know and show pictures too! 

 

 

 

 

Ascott
Member
I like this format - helps to illustrate what you guys are doing esp the pics. I live close to Brockley but was unaffected on this occasion. Do you plan to do similar updates for all future disruption going forward?
Community Manager
Community Manager

Hi @Ascott

 

Definitely! This was the first time we tried it here on the community, while we're still building the community up, it's nice to know you found this helpful! 

 

If you have any suggestions, please leave more comments. Smiley Happy

JoshBarnard
Thames Water Employee

The majority of gripes we hear from customers, whether that be on social media or over the phone, are about our lack of transparency. People want this kind of information: they want to understand why a road is still closed even though noone is visibily on site working, or why a repair is 'complex', etc. So I for one am glad to see that we aspire to put this level of detail out as a matter of course. Having worked in customer service myself, I know first hand that people are more likely to show understanding and patience if you are able to explain what the problem is, and why you need do something that may seem abitrary to the uninitiated!