Thames Water Says All Its Customers Should Now Have a Water Supply

Published on: 10 Nov, 2023
Updated on: 12 Nov, 2023

Ladymead Water Treatment Works. Google Street View

By Martin Giles

Update 10am November 10: Thames Water said this morning that all their customers should now have a water supply, and “although pressure may be lower than normal in places this will improve through the day”.

If anyone still has no supply, they are asked to call 0800 316 9800

In their website statement, they say: “We’re really sorry about these continuing problems and how long it’s taken to improve things.

“We’ll issue compensation automatically to customers in line with our Customer Guarantee Scheme, and payments will be made within one month.”

Guildford’s Lib Dems said the Crown Court Water Distribution Point in Godalming had closed and equipment would be moved overnight ready to start handing out bottled water at Spectrum Leisure Centre this morning from 9am. Artington Park and Ride water station remains open.

They said: “We are told that both the Shalford and Ladymead treatment works are being monitored 24 hours a day by engineers. Thames Water plan a Monday-Friday service over the weekend, in terms of ambassadors, engineers and customer contact (as opposed to weekend cover).

“Royal Surrey Hospital and Farnham Road Hospital are not impacted by the latest water outage in the Onslow area, although Farnham Road is still being supported by Thames Water using tankered water supplies as work continues to ensure they have reliable and consistent mains water supply.”

November 9: Despite yesterday’s announcements that local water supply problems were fixed, Thames Water announced this evening that problems were continuing in some parts of Guildford with no set time for the restoration of the supply.

In a statement on their website issued at 5pm the water company said: “We’ve fixed the original fault at our Shalford works, but are very sorry to say a separate issue is causing problems at Ladymead Water Treatment Works, to the north of Guildford.

“This could affect customers this evening in the GU1 and GU2 postcodes, shown in the map below. We’ve also provided a full list of postcodes of areas which may be impacted.

Map showing area in which water supply might be affected.

“We’re very aware how disruptive this will be for customers affected by these continuing service problems.”

Bottled water stations that were expected to close down yesterday are still open at:

• Crown Court Car Park, The Burys, Godalming GU7 1HR

• Artington Park and Ride, Old Portsmouth Rd, Guildford GU3 1LP

and will remain open until 9pm this evening (November 9).

TW is also delivering bottled water to customers in these areas who are part of our Priority Services Register.

See: Vulnerable Guildford Resident Tells It Like It Was, Without Water

The statement ended: “At this stage we can’t say when supplies will be back on, but we’re doing all we can to achieve this.

“We’ll issue compensation automatically to customers in line with our Customer Guarantee Scheme, and payments will be made within one month.”

Local Lib Dems have publicised the announcement via social media saying: “If you know someone in need of bottled water then please call 0800 316 9800.”

One respondent replied: And Guildford’s MP, Angela Richardson, posted on Facebook this afternoon: “I am making your voices heard as I have today written to the Co-CEOs of Thames Water, requesting an urgent public meeting in Guildford with residents in order for Thames Water to explain what has gone so badly wrong with the water supply in the last week.

Angela Richardson MP

“I conveyed concerns that residents have raised, including the vagueness, timeliness, and accuracy of the updates that have been made.

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