Frequently asked questions
This page offers answers to the most frequently asked Victorian mains replacement programme questions.
Why has Thames Water chosen these areas?
We have installed a system of meters across the region, showing how much water enters each 'zone'.
Figures show these areas are subject to a large number of leaks and burst mains.
Tackling this problem is a major priority for us, which is why we have selected these areas.
What will the work involve?
The work will involve replacing the old, worn-out pipework. In some cases, it will be possible to achieve the same effect by inserting a new pipe within the original.
Are the pipes being replaced because they're too old?
This is one of the main reasons - over half of London's mains are more than 100 years old, and a third are more than 150 years old.
We believe it is better to replace the pipes, or insert a new pipe inside the current main, than to keep patching them up.
Other factors also play a part in damaging water mains in London - for example, traffic conditions and the corrosive soil conditions locally.
How will customers benefit?
Although our work may be disruptive, customers will benefit in the long-term from the fact that they will not have as many bursts and repairs locally.
By how much will leakage be reduced?
The work will considerably reduce the amount of water loss in the areas chosen.
Each area differs, but we would expect a typical saving to be about one million litres per day for each of the zones in which we complete this work.
How have local residents been kept informed?
We write to residents before work begins, inviting them to a 'drop-in' session where they can find out more.
Local press, councillors and MPs are also updated on our plans. In addition, we have a hotline number and a website where customers can find further details.
How can Thames Water be allowed to dig up the road when they want to?
It's true that we are currently working in many areas in London.
We appreciate the disruption this may be causing local residents and motorists, but they should be reassured that no streetworks can begin without us first liaising with, and gaining permission from the local highway authority to try to minimise the impact of our roadworks.
Although the work involves some short-term inconvenience, customers in each area should benefit in the long term because there should be less bursts and leaks to fix in the future.
Will local traders be compensated for loss of business?
We hope to minimise disruption, but we have processes in place for dealing with such claims, and would look at each case on its merits.
Will customers be warned if their water supplies are affected?
If any residents/businesses are likely to be without water for four hours or longer, we will write to them at least 48 hours (residential customers) or 72 hours (commercial customers) before supply is affected.
The letter will give details of when the water will go off, when it should come back on, and how customers can find alternative supplies in the meantime.
Customers whose supplies are off for a shorter amount of time are usually told verbally.
How long will they be without water?
We aim to reconnect customers within 12 hours.
Will my earthing be affected by these works?
Some properties' electrical appliances are earthed via the water main, which is often made of cast iron - this will cease if the main is replaced by one made of plastic.
We are therefore enclosing a warning with leaflets to customers, advising them to get their earthing checked by an electrician.
Will Thames Water staff or contractors need to work inside people's homes?
No, although there may be a need to call.
As ever, customers should ask for proof of identity if needed, and can ring our Customer Centre on 0845 9200 800 to check.
We also run a password scheme, details of which are available on this number.
Will local residents still be able to park in the street?
Unfortunately some disruption may be unavoidable for a short while but we will strive to minimise this.
Why haven't you approached the work in a gradual manner?
We had previously been concerned about causing disruption, particularly in London, which is obviously the most congested part of our region.
We had tried other approaches, such as working at night, which had been successful - but our studies show that we now need to take a different approach if we are going to tackle leakage effectively.
How many staff are working on the project?
More than 1600.
Will other areas follow?
Yes, the locations and timescales of the work will be announced as the areas are finalised.
How much is the work costing?
Over £650 million is being spent on improving London's water mains up to 2010.
What else is TW doing to stop leakage?
We have not reduced our efforts elsewhere.
Thames Water is channelling more resources into this than ever before.
Over 200 leaks are repaired everyday.
Where can customers find out more?
They should call our hotline on 0845 641 0011.
Details of the work can also be found online at www.thameswater.co.uk/newpipes.
Why are you installing meters as part of the work?
The meters will give us a much better idea of patterns of water usage, and will show how much leakage comes from privately owned pipework.
The meter installation is not the reason for the work we are carrying out, but provides a rare opportunity to install a system that could monitor this data.
Will customers have to be billed via these meters?
No - although they can choose to be billed in this way if they prefer.
