Although loss of supply was the responsibility of Thames Water and other wholesalers, Castle Water is responsible for administering payments under Ofwat’s Guaranteed Standards Scheme (GSS) for customers.
Castle Water immediately took steps to ensure that all affected customers received their GSS payments as soon as possible – together with any higher compensation payments agreed by Thames Water - within three days of being notified by Thames Water.
Iain McPherson, Customer Services Director, said:
We worked closely with Thames Water and with our customers to ensure customers received the right level of payment, and then worked promptly to issue all payments within 3 days of confirming the details. During the outages, we were able to provide standby water at short notice to customers concerned about access to drinking water.
As the largest independent water retailer in the UK, Castle Water is uniquely placed to ensure customers can access water when they need it and to communicate effectively with wholesalers on customers’ behalf when unforeseen events take place.