Thames Water has welcomed the feedback from Ofwat into water companies’ handling of the ‘Beast from the East’, including a call for faster compensation for customers who are left off supply.
The extreme weather in March 2018 disrupted water supplies in London, and across England - the water company said it has since implemented a number of improvements following a thorough review.
Thames Water paid customers compensation of up to £150, significantly higher than the statutory minimum. However, the company said it recognised it was “not as easy as anticipated” for some people to access compensation and has committed to simplifying its claims policies and process.
In addition, the company is now using upgraded weather modelling technology to provide early warnings and more time to prepare comprehensive plans ahead of any forecast adverse weather.
Thames has also invested £1 million in two super-tankers which connect straight into the drinking water network to help keep taps running, trained more drivers to get to repairs in the worst road conditions and improved a range of communications channels.
Steve Robertson, Thames Water chief executive, said:
“We have listened to our customers, worked with other water companies and engaged with experts outside the industry to understand the impact of what happened during the Beast from the East.
“This has resulted in a number of improvements to benefit our customers and get us better prepared to meet future challenges, which include changing climate patterns and high population growth.”
Thames Water is asking people who would find it difficult to get bottled water in the event of any supply problems to sign up to its Priority Services Register, as part of its plans to provide greater support to customers in vulnerable circumstances. Those on the list will have bottled water delivered to their door, meaning they do not have to worry about leaving their home.
The company plans to increase the register seven-fold to more than 400,000 people by 2025, as well as offer discounts of up to 75% for those who find it hard to pay their bills.
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