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Water outage households to get £200 compensation

Zhara Simpson & Chloe Parkman
BBC News, South West
BBC People queuing at a water station in Tavistock. There is a lorry filled with crates of bottled water in the distance with a person wearing hi-vis stood next to it. On the right, there is a parked red car.BBC
A fourth water station opened at Morrisons in Tavistock on Tuesday

Thousands of Devon households affected by a burst water main will receive £200 in compensation, South West Water (SWW) has confirmed.

Plymouth MP Fred Thomas said the water company had told him the sum would be credited to the s of affected household customers, while businesses would get bespoke compensation packages.

About 13,000 properties in Plymouth and Tavistock lost water after a pipe burst on Sunday.

On Tuesday 9,500 properties were still without water but David Harris, SWW's managing director for water services, said the aim was to "have everyone back on water by the time they wake up in the morning".

South West Water have issued details of the compensation it would offer domestic and business customers.

The company said it would credit affected domestic customers with a guaranteed £50 per 12 hours without service and £50 for each subsequent 12-hour period.

It said: "This is over and above the current statutory amounts of £20 per 12 hours and £10 per subsequent 24-hour period."

SWW said it expected the total payment to household customers would be £200.

It said it would compensate business customers with a £100 payment per 12 hours without service and £100 for each subsequent 12-hour period.

The company said this was also "over and above the current statutory payments" which were £50 per 12 hours and £25 for each subsequent 12-hour period without service.

It said it expected the total payment to business customers would be £400.

Separately, businesses will also be able to apply for compensation for additional loss of service, the company added, and said it would share details on that process as soon as it was able.

'Closed today'

A spokesperson for the water company said teams were "carefully recharging the network" to fully restore supplies for its customers in places including Tavistock, Bere Alston and Yelverton.

"This is a large and complex system, and it needs to refill properly and safely before we can bring it fully back into supply," they said.

"That's why it may take a bit more time for all customers to see their water return.

"Our absolute priority is getting supplies back to everyone as quickly as we can, and we want to thank customers for their continued patience and understanding."

Horrabridge Primary and Nursery School said it was closed on Tuesday due to having no water.

On social media, the school said: "Apologies for the delay but we have been trying to South West Water for further information however they haven't been able to give us any further information so with that in mind we will unfortunately have to remain closed today.

"Water collection points are open and available, we will keep you all updated of we are given further information."

Whitchurch Community Primary School, in Tavistock, also said it had taken the decision to close and apologised in advance for any disruption caused.

Nuffield Health Devonshire leisure centre in Derriford, Plymouth remained closed on Tuesday morning due to the issues.

Plymouth Marjon University was also closed on Tuesday and the campus, including the Marjon Sport and Health Centre, is due to remain closed on Wednesday.

£200 credit

In a post on Facebook, Fred Thomas, MP for Plymouth Moor View, said he had spoken with SWW CEO Susan Davy who said water would be back on "first thing tomorrow morning".

He said Ms Davy had also outlined to him the compensation customers would receive.

"Susan tells me SWW will put £200 credit into the of all {affected} household customers," he added.

"Businesses will have bespoke compensation packages to be determined. Any businesses are welcome to email me for with that."

A man wearing an orange hi-vis jacket moving packs of bottled water. Behind him is packs of bottled water stacked on wooden crates, with a person wearing a camouflage coat and grey tros to the right, and people stood behind stack of water bottles.
South West Water said its teams were working hard to fully restore water supplies to the homes still affected following a burst water main on Monday

John Blanchard, who lives in the Woolwell area of Plymouth, told the BBC that despite SWW saying the problem had been fixed, his house still had no running water.

He said: "We have had several SMS/TXT messages saying it's fixed and that out of kindness they will compensate us.

"Actually, according to Ofwat, compensation is mandatory.

"But really I think we all just want to be told the truth on when we will have water again.

"Considering how much we pay for keeping the CEO and board, is it to much to ask":[]}