Thames Water has said the whole company is working “flat out” to restore supplies – the utility is facing continuing criticism as many customers are still without a water supply.

The freeze and thaw has caused a huge increase in burst pipes in its 20,000-mile network. Thames is pumping an extra 500 million litres of water a day through its network to bring all customers back into supply.

Thames Water spokesman Stuart White said:

“Our customers who are without water are our top priority, and we asked for support and understanding from everyone else last night to help save as much water as possible. We didn’t do that lightly and the response has been excellent.

“Demand for water this morning was lower than expected and we’re very grateful to everyone who cut back to help others. But things are not yet back to normal and we hope they will continue to help as much as they can.

“We’re sorry to all those customers who are without water. We know how infuriating this is and want to assure them that the whole company is working flat out to fix the problems.”

Thames currently has 130 teams of engineers and technicians in place proactively finding and fixing leaks across its region. Extra staff have been drafted in to speak to customers in contact centres, and more staff are being sent to bottled water locations to help distribute water as well as helping vulnerable customers.

The firm has already supplied 206,000 litres of bottled water during the shortages so far (103,000 bottles, or 412 pallets), with another 1,600 pallets - 400,000 litres of water - ready to be used.

The Thames Water Customer Challenge Group is also being kept updated and are monitoring the situation closely. The water company said the Group would be updated in detail on the causes and how it had supported customers during the disruption when things have returned to normal.

MPs told: "This is a national crisis in our water industry and it is clear that the industry is not fit for purpose"

Speaking in the House of Commons yesterday, Labour MP Helen Hayes, who represents the constituency of Dulwich and West Norwood, said:

"Thousands of my constituents have been without water over the weekend, some since last Thursday.

"During that time they have been unable to contact Thames Water by telephone or via the website and they have not received any information on when supply will be restored or how to obtain bottled water."

"This is a national crisis in our water industry and it is clear that the industry is not fit for purpose."

Labour colleague Chuka Umunna, the MP for Streatham, said:

“My constituency is served by Thames Water. This is the worst incident of its type and it is totally unacceptable. Although the snows, the freeze and the thaw have posed huge challenges, Ofwat said this afternoon that these companies have fallen far short in forward planning and giving the right support and communication to people. “

“I am absolutely astounded, given the practical implications of this, that no Minister has come to the Dispatch Box today to explain what the Government are doing, or will do, to support people who have been going through hell over the last couple of days. At the very least, one would have thought that there would be some kind of public inquiry. “