Summary of case
This dispute was referred to us for determination under section 181 of the Water Industry Act 1991
The complainants had complained that Thames Water had failed to adequately consult with them, and had acted unreasonable causing inconvenience to them whilst working on their land.
Summary of Ofwat’s final decision
We assessed that Thames Water had failed adequately to consult with the complainants, and had caused the complainants to be subjected to inconvenience. However, Thames Water had recognised this, and had agreed compensation with the complainants.
We assessed that the agreement reached is both appropriate and adequate. No further award is due to the customer.
Wider lessons for companies and customers
It is expected that water and sewerage undertakers will have systems and processes in place to ensure that its contractors are acting in compliance with its Code of Practice.
Section 181 of the Water Industry Act 1991
Relevant Ofwat guidance
29 January 2014
6 May 2015
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