Fringe Box



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.

“I would like Thames Water to clarify the source of the incident and ensure work is being done to prevent anything like this from happening again.”
See Ms Richardson’s full response to Thames water here.
The Guildford Dragon NEWS has reiterated its request for an interview with a Thames Water spokesperson.

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

  1. J Davey Reply

    November 9, 2023 at 6:46 pm

    Picture is of Millmead.

    Editor’s response. Many thanks for pointing out our error. Now corrected.

  2. Jan Messinger Reply

    November 9, 2023 at 7:01 pm

    This is a total joke. Thames water don’t seem to have any emergency plan and should be held accountable to their customers. When you read the CEO salary and payouts to share holders it’s a total disgrace for the customers of GU1- GU8.

    Our local MPs have been very vocal social media wise. I hope that they are equally as vocal in Parliament. Thames Water will only do something if it effects them financially. As if Guildford doesn’t have enough problems.

  3. Jim Allen Reply

    November 9, 2023 at 8:17 pm

    In 2010 I asked about the gap of sewage treatment before the new plant was built. It’s now 10 plus years late! We just dump in the river!
    In 2014 I submitted drinking water calculations for the local Plan they were ignored! Now we need drinking water in Guildford

    In 2021 Water Resources in the South East disclosed we are 7% short of water in the South East!
    Water from the pennines via Coventry the grand Union canal to Lee Valley raw water reservoir is planned for north of the thames. Water for the South East proposed from the river Severn to the Thames and spread around the south east.

    1 problem! Guildford is not included in this water network because we have a river which never stops flowing and a well which never runs dry! Our rainfall catchment area does not match Guildford demand!

    Despite spreading the news.. no one took any notice! The chickens have come home to roost! If only people listened!

  4. Thomas Wood Reply

    November 10, 2023 at 5:00 am

    Angela Richardson says she is making our voices heard.

    This is the same MP who voted for the government motion three times to allow more sewage to be dumped in Guildford rivers. What a hypocrite.

    • Alan Judge Reply

      November 10, 2023 at 4:45 pm

      So you’d rather Ms Richardson just kept quiet?

      I applaud her for the job she’s done this week. She’s been in contact with both constituents and Thames Water and has been very open with us over what she has been doing about it.

  5. Martin Davies Reply

    November 10, 2023 at 10:03 am

    In the recent furore over the removal of the banker bonus cap, few mentioned that if a banker doesn’t perform, then he/she doesn’t get a bonus. Not so at Thanes Water where egregious failure seems to be rewarded handsomely. Scandalous.

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