The aftermath of flooding [Simon Lamrock]

THAMES Water came under fire for its “shameless” failures in Islington at a special council meeting where company representatives said they were sorry for letting residents down.

Catastrophic flooding in Upper Street in 2017 and a burst main in Pentonville Road last summer are just two of the many incidents that have put the profit-making water provider under pressure over its performance in the borough.

Last Thursday’s meeting was the second time a team from Thames Water have come to the Town Hall to tell councillors what the company is doing to improve – but many remained unimpressed.

Council leader Councillor Una O’Halloran said: “It’s still shameless and it’s still greed. You’re still getting shareholders in, it’s all about profit. Some people have had the gravy train and now in the years to come our residents are going to pay more money.

“You can’t treat people like this. You need to get on with your job. I want more action. You cannot be going out and asking our residents to pay for your mistakes. We’re here tonight to hold you to account. We will not keep our mouths shut.”

She added: “People need to believe you. I sat here tonight and thought, hmmm, but do I believe you? We see the humanity. We see the victims. Please just take this away. Do better.”

The water supply everyone relies on was privatised in the UK in the late 1990s, and Thames Water has a monopoly on provision in London.

But after decades of investor payouts and executive bonuses – with minimal infrastructure investment – the organisation reportedly now has an unclear future.

The water regulator, Ofwat, has refused to allow Thames Water to increase customers’ bills as much as it says is needed to pay for upgrades to ageing pipes.

Islington South MP Emily Thornberry did not attend the meeting, but said in a written statement: “Thames Water serves Islington with slimy rivers, grinning creditors, and taps that run dry. The broad picture is utterly shameful, and this is reflected in the correspondence I receive from my constituents. Time and time again, Thames Water have been found wanting.”

She added: “I have come to the conclusion that the relationship between Thames Water and my constituents is the relationship between the parasite and the host.”

Councillors raised several examples to illustrate their criticism of the company’s infrastructure and customer service.

One resident in her 80s, Janet, reported a leak on the pavement outside her home last year and, despite Thames Water agreeing it was their responsibility, later received a £820 bill.

Councillor Sara Hyde asked for “a public apology” for businesses flooded in Pentonville Road while Councillor Saiqa Pandor said her constituents – many who do not have English as their first language – had been subject to “downright rude” treatment by support staff when seek­ing help over the phone.

The Thames Water representatives acknowledged that Islington’s infrastructure had received less attention than other boroughs to date, but that they planned to up investment over the next five years.

Water leakages were at an all-time low last year, they said, and the period of interrupted water supply has declined from an average of 19 minutes four years ago to seven minutes.

The panel also apologised repeatedly as councillors raised examples of failure after failure. Water director Martin Padley said: “That shouldn’t have happened. We’re sorry and that’s completely unacceptable.”
He added that “people that work for Thames Water do genuinely care”.

After the meeting, co-chair Councillor Nick Wayne told the Tribune: “We wanted a robust meeting and a proper scrutiny and I felt that it was that,” although this was “absolutely not the last time” Thames Water would be asked to present their progress to the council.

A Thames Water spokesperson said: “We are taking care of water for 16 million customers across the region, every single day.

“We have an ambitious business plan for the next five years to help us meet our customers’ priorities, which include maintain­ing safe high quality drinking water, ensuring security of water supplies, delivering further environmental improve­ments, and building greater resilience to help us address an ageing asset base, climate change and population growth.

“This includes an upgrade to 1.2 miles of Victorian pipework in Islington to reduce leaks and bursts.

“This project is using a slip-lining technique to minimise the area needed for the project, allowing London to keep moving while protecting the water supply.”