We’re starting to see water pressures gradually improving as we begin to refill our supply network, following this morning’s large burst pipe in Loudoun Road.
We’ll continue working on this and expect supplies across the area will start to return over the next few hours and into tonight.
If you’ve been affected by flooding
We have loss adjusters and support staff at Swiss Cottage Library, where Camden Council is running a rest centre. They’re talking to residents who’ve been flooded, to help get their lives back on track.
We’re really sorry for the flooding and distress this has caused.
If you have no water or low pressure
We’d like to apologise too if your water supply has been affected by this. If you’re without water you should still be able to use your heating.
As supplies start to return across the area, you can find more information about what to expect BELOW
We’re working to repair the pipe. We already have some construction vehicles on site and others on the way so we can get moving as quickly as possible.
We’ve also been delivering water to vulnerable customers in the area, and are continuing to do so.
Why did it take time to stop the burst?
It took our engineers time to stem the flow safely, as they needed to switch off a number of valves at different locations, some of which were under parked cars or submerged by flood water. They also needed to make sure when operating them that this didn’t lead to a further burst pipe elsewhere.
We’ll provide more information here as soon as we have it.
WHAT TO EXPECT
We’re sorry if you’ve unexpectedly had a problem with your water. We know how difficult it is when your supply is disrupted.
Why didn’t we warn you?
Sometimes, this type of issue is impossible to predict. For example, a water pipe might burst, there could be an unexpected issue at a treatment works, or one of our pipes could have been damaged. Whenever there’s an emergency of this sort, we’ll work as fast as we can to get things back to normal.
My water looks cloudy – why is that?
If your water looks cloudy when you turn your tap back on, it’s likely to be tiny air bubbles trapped in the water, which sometimes happens when pipes burst.
This is harmless, and if you pour a glass of water you should see the bubbles clear from the bottom of the glass upwards. The cloudiness should disappear if you run your cold kitchen tap for a couple of minutes. Learn more about this on our help page.
Why is the water coming out of my tap more slowly?
Sometimes the force that pushes water through the pipes, known as the pressure, can take a while to build up again following an incident, so please allow time for this.
At first, your water might splutter out of your tap when it comes back on, but this should clear if you run your cold kitchen tap for a couple of minutes.
What should I do if I have another problem with my water?
Occasionally a burst pipe can cause other issues – for example, if a large amount of air gets trapped in your water pipes. If you continue to experience problems with your water or you notice any unusual taste or odour, please contact us.
What if I need extra support in the future?
Could you, a family member or a friend benefit from a helping hand during a similar incident – for example, due to health reasons, disability or age? Find out more about the free support we can provide when you sign up to our priority services register.
Will I get compensation?
You won’t need to apply for compensation. If you qualify for a payment under our Customer Guarantee Scheme, we’ll automatically credit your Thames Water account within 20 working days.
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