Visit this page for updates on water supply issues

Update Thursday 13 June @ 09:00hrs
Loss of supply / Low Pressure has now been rectified and supplies are returning to normal. Affected postcode areas:

TW16, TW15, TW12, TW17, KT12, TW13, KT8, TW2, KT1, TW1, TW11, TW4, TW3, TW7, TW10, TW8, W3, W4, W12, W10

Thames Water have worked through the night to fix the burst pipe at Hampton treatment works.

While Thames Water complete the repair, you may still notice short periods of low water pressure, especially at peak times this morning. Thames Water have advised, if your water still won’t turn on, please call 0800 316 9800 and they will investigate for you.

As a precaution, Thames Water have reopened the bottled water stations this morning and will keep them open until they are sure of no further issues. Bottled water stations can be found at:

  • Public car park adjacent to the Hampton Pub, The Avenue, TW12 3RA
  • Ethix Management Car Park, Unit 15, Kempton Gate Business Centre, Old Field Road, TW12 2AF.
  • Sainsburys Car Park, 303 Uxbridge Road, TW12 1AW.
  • Whitton Sports and Fitness Centre, Twickenham School, Percy Road, TW2 6JW
  • Inchcape Volkswagen, 40 South Road, TW2 5NT.

Schools have been advised to reopen as usual today but Thames Water recommends checking with individual schools beforehand.

If customers in high rise flats are experiencing delays in having their water restored they should contact the managing agents of their building to check the internal pumping and pumps.

Once your water supply returns, please remember to run your cold kitchen tap for a few minutes.

For more information and the latest updates, please visit Thames Water’s website.

Guaranteed Standards Scheme (GSS)

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 and ensure that you receive the correct payment where due. Simply submit your details online at

Additional information

In times of extreme weather conditions, we will publish updates from your Water Network Owner (i.e. Scottish Water, Thames Water or Portsmouth Water) here. For full details on these updates, please see your Water Network Owner’s website.

Please use water wisely. You can view useful advice on water efficiency and water usage here.

We can provide full site audits and efficiency reviews for any size of business. For customers concerned about the continuity of supply, you can find out more about the delivery of standby water here.

If you wish to contact us regarding water supply issues, please email us at


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