Anglian customers demand compensation for supply problems

Hundreds of Anglian Water customers are demanding compensation for dealing with persistent supply problems.

A petition, debated in the House of Commons this week, calls for Anglian to “adequately address the very many ongoing concerns and poor service across South Northamptonshire”.

Signed by more than 200 residents in eight villages and towns, the petition bemoans pressure fluctuations, a series of burst mains and delays to repair damaged pipes.

It adds: “Anglian Water should address the difficulties that residents have experienced in contacting them to resolve this issue and receive adequate compensation for the disruption and discomfort they have faced.”

Particular issues identified within the petition include:

• Pressure fluctuations and burst water mains in Maidford
• Persistent sewage odours and broken sewage mains in Whittlebury
• Frequent occurrences of low pressure and no water in Weston, Weedon Lois, Adstone and Towcester
• Sewage released into the River Nene at Cogenhoe
• Closure of the St Loya CEVA Primary Academy due to no water
• A series of burst water mains that have cut off the water supply to the village of Eydon for a protracted period
• Delays to replacement pipework across the region which is causing additional, prolonged disruption

Environment minister Rebecca Pow said that the Department for Environment, Food and Rural Affairs (Defra) has written to Anglian to demand answers to residents’ concerns.

In response she said Anglian has vowed to “address interruptions to supply in Weedon Lois, Adstone, Towcester and Weston”. Pow said that the supply issues were caused by problems with the booster pumps at Maidford and Lillingstone Lovell.

She added: “These problems have been compounded by Maidford reservoir being out of service for maintenance since 30 June 2022. Work is also ongoing to bring the reservoir back into service, which will also help to reduce the risk of supply interruptions.”

Pow added that Anglian Water is also due to start a mains replacement scheme in Eydon in August and “it assures us that this, combined with the other works in the area, should address the water supply issues that residents have been experiencing”.

Pow added: “Good asset management is vital for resilience against flooding, to secure water resources, to provide a good quality service and to prevent environmental harm. Water companies have statutory duties to provide and maintain the infrastructure that supports their water supply systems and sewerage systems.”

In relation to sewage issues, Anglian river testing last year showed the company was in compliance and had not breached permitted levels of pollution. Meanwhile, Anglian has undertaken engineering investigations into the sewerage system at Whittlebury, including works with individual residents to alleviate odours.

South Northamptonshire MP Andrea Leadsom, who introduced the petition, said: “Many of my constituents in the areas of Weedon Lois, Weston, Maidford, Whittlebury, Cogenhoe, Adstone, Eydon and Towcester have been affected by the ongoing disruption to supply and poor service they have received from Anglian Water.

“Residents came together to submit a petition to Parliament, highlighting the unacceptable problems they have been experiencing – low pressure and no water, sewage, burst water mains and poor customer service to name just a few. I hope that Anglian Water will seriously take their concerns on board and work at pace to rectify many of these outstanding issues.”

An Anglian Water spokesperson added: “We’re sorry that customers in Maidford, Towcester and the surrounding areas continue to have issues with their water supply. Our teams are working hard to fix this including carrying out significant work at our Maidford reservoir, and on the mains pipe from the reservoir, to get it back into service as soon as possible to help support the water supply in this area. We’re looking carefully at all the options available to keep the network – and water supply – in tip-top condition for the future. We’re grateful for everyone’s continued patience while we put things right.”

“Our customer charter sets out the level of compensation customers are entitled to, should their water supply be interrupted for more than 12 hours in a single incident. Where applicable, these customers have had their accounts credited accordingly in line with this.”