A Reading mother has accused Thames Water of treating customers with contempt after a frustrating battle for compensation following a water supply interruption in January 2024.
Steph Mitchell, a mother of two from Newtown, Reading, lost her water supply for at least 24 hours due to severe weather conditions.
The disruption, which began on a busy Saturday evening, forced her family to purchase bottled water from a local shop.
Ms Mitchell expressed her dissatisfaction, stating, “You hope as a customer when you pay your bills regularly and on time that at least you get that basic level of service.
“What we have had from the water company is nothing and to my mind that shows complete contempt for us and the rest of the community.”
Reading Central MP Matt Rodda took up the case on behalf of his constituents, many of whom endured similar disruptions. Despite persistent efforts, his attempts to secure compensation have been met with resistance.
“Residents couldn’t cook, shower, or bathe for up to two days,” Rodda explained. “Thames Water initially said they would do this but then told my team that they have already paid compensation.
“But in fact they haven’t and it seems they have confused two totally separate incidents, one in east Reading and one somewhere else.
“As a result the people in east Reading still haven’t been compensated. I have been pushing and pushing and I’m really at the end of my tether and so are residents.”
According to Citizens Advice, water companies must give two days’ written notice for planned interruptions exceeding four hours, with supplies restored by the stated time.
For emergency interruptions, customers are entitled to £20 compensation for the first 24 hours and an additional £10 for each subsequent day without water. Failure to issue compensation within 20 working days warrants an additional £20 payment.
Thames Water stated that compensation had been credited to eligible accounts in accordance with its Customer Guarantee Scheme.
A spokesperson said: “We are sorry to those who experienced no water across Reading for a number of days in January 2024 following leaks and airlocks in our pipework, which occurred as a result of the cold weather.”
