Serving parts of North West London and the Home Counties.

 

Unplanned event support

Helping your customer during an unplanned event

If you are contacted by your customer following an unplanned event or incident, we want to try and help you as quickly as possible, so we will need you to answer some simple questions. It will help us to identify the source of the problem and ensure we offer the best solution and the right advice.

Click on the list below for the things we need to know. Questions in bold are particularly important. We will ask you for this information when you contact us, so you may need to talk to your customer first. 


 

 

 

My customer has no water

Please ask your customer:

  • How is the property affected, e.g. which tap/s have no water?
  • How long has the water has been off?
  • Are neighbouring supplies affected?
  • Have any internal works been done that might affect the supply?
  • Are there any works being carried out in the area? It might be Affinity or other utilities.
  • Is your customer on a joint supply - i.e. do they share the pipes supplying water to the property?
  • Are there any visible leaks?
  • Has the internal stop tap and boundary stop tap been checked? Are they working?

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I need to report a leak or burst

Please ask your customer:

  • Where is the leak- e.g. on the footpath/ road, outside a particular property/number?
  • Is it clear water?
  • Is it causing any damage/danger?
  • Is it affecting the supply?
  • How long has it been going on for?
  • Describe the leak. How severe is it? Is water draining away? Is it flowing heavily or just a trickle?

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I need to report a dangerous cover or apparatus

Please ask your customer:

  • Description of the issue - sunken/broken/missing cover etc.? 
  • Size of the cover?
  • Location - is it on the footpath/private ground?
  • Can it be made safe temporarily?
  • If this is on private land, do we have permission to dig?

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A third party has damaged the water mains or supply

Please ask your customer:

  • Location where the damage has happened - property name/street?
  • What is damaged - mains/supply pipe? 
  • Where is it located? On the footpath in the road etc.? 
  • Is it causing flooding/affecting supply?
  • Name and number of site contact
  • Billing address of company responsible

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My customer is reporting poor pressure or water flow

Please ask your customer:

  • Which tap is affected? (This needs to be the first point of entry from the rising main)
  • Are the neighbouring supplies affected?
  • Has a plumber attended and measured this?
  • What is the current pressure and flow?
  • Can the customer fill 9 litres in 60 seconds or a gallon container in 30 seconds?
  • Is the customer on a joint supply? Do they share a water supply with anyone else? 
  • Has any internal plumbing been carried out?
  • Are there any visible leaks?
  • Are there any works in the area being carried out? 
  • Are the internal stop tap and boundary stop tap working?

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My customer is hearing noisy pipes

Please ask your customer:

  • Where is the noise coming from?
  • How long has it been going on for?  
  • What type of noise is coming from the pipe? Is it constant or intermittent?
  • Is the internal stop tap working?
  • Have any internal works been done?
  • Are there any works being carried out in the area?
  • Please ask your customer to try this simple test. Turn off the internal stop tap. If the noise continues this could be our responsibility. If the noise stops when the internal stop tap is turned off, this will generally be an internal issue

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We need to locate the external or boundary stop tap

Please ask your customer:

  • Why is the location of the stop tap needed?
  • Can the internal stop tap be used or can the pipes frozen or clamped?
  • Is the customer on a joint supply? Do they share a water supply with anyone else? 
  • Has the stop tap been buried? If yes and it is on private land, do we have permission to dig?
  • Please note: The boundary stop tap might not be directly outside the customer's property

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The stop tap is defective

  • What’s the issue with the stop tap? Is it seized/won’t turn off or isolate supply etc.?
  • Where is the stop tap? If this is on private land, do we have permission to dig?
  • Can the internal stop tap be used.
  • Can the customer clamp or freeze the pipe?

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The stop tap is leaking

Please ask your customer:

  • How long has the stop tap been leaking?
  • Is the leak causing any damage or flooding? Is it draining away?
  • Is it affecting the supply?
  • Where is the stop tap? If this is on private land, do we have permission to dig?

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The supply pipe is leaking

Please ask your customer:

  • Is the leak visible?
  • Is the customer on a joint supply? Do they share a water supply with anyone else? 
  • Is the leak affecting the supply?
  • Does the meter spin when the boundary stop tap is turned off?
  • Can you provide the last two meter reads?
  • Are the boundary stop tap and the internal stop tap working?
  • Please note: A supply pipe leak appointment is to inspect only. The supply pipe is primarily the responsibility of the customer and we will not necessarily fix this.

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My customer has high consumption or usage that is unexplained

Please ask your customer:

  • Are there any visible leaks?
  • Is the customer on a joint supply? Do they share a water supply with anyone else? 
  • Where is the meter located?
  • Does the meter spin when the boundary stop tap is turned off?
  • Can you provide the last two meter reads?
  • Are the boundary stop tap and the internal stop tap working?
  • Please ask your customer to try this simple test. Turn off the internal stop tap. Does the disk at the centre of the meter still spin when everything is turned off?

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Customer reports Affinity work has caused an internal problem

Please ask your customer:

  • What has happened ?
  • What works have we done? How have we caused the problem?
  • What affect is this having on the customer?
  • Details of any appliance affected?
  • Is the internal stop tap working?
  • Did you know: The most common cause of internal issues following works is an air lock. Your customer may be able to solve this quickly themselves by turning the internal stop tap off and on again about 5 or 6 times. Remembering to leave the stop tap ¾ of the way open. If your customer or their plumber are willing to try this, it will rule out any airlocks

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