Thames area outage

We are aware that some customers in the Thames Water area experienced interruptions to their water supply due to a burst pipe at Hampton Pumping Station TW12 on 12 June 2019. The issue has now been rectified and supplies are returning to normal.

If your organisation was affected by this, you may be entitled to a compensation payment and you can claim this by contacting Castle Water using the form below.

If you have been affected by this incident and your water still won’t turn on, please call Thames Water on 0800 316 9800 and they will investigate for you. You can find more information and the latest updates by visiting our Water Supply Issues page or Thames Water’s website and if you require an extra helping hand, please visit Thames Water Priority Services.

Loss of Supply – GSS Payments

Although loss of supply or loss of water pressure is the responsibility of your Water Network Owner, Castle Water is responsible for administering payments, where they are due, under Ofwat’s Guaranteed Standards Scheme (GSS) for customers in England. A summary of the standards and conditions is available at

Castle Water will work with your Water Network Owner to administer GSS payments in certain situations if your supply has been interrupted or if your water pressure falls below the minimum pressure standard on two occasions or more, with each occasion lasting more than one hour. This includes identifying customers who are entitled to GSS payments and ensures we have accurate details of the supply losses suffered.

Customers in England seeking GSS payments can contact Castle Water directly to provide information (using the form below) and ensure that you receive the correct payment where due.

Apply for a GSS Payment