Road closure and reduced rail service

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To carry out an essential repair in KT5 following a burst on a large water yesterday, we’ve had to temporarily close Lamberts Road. As a precaution while Network Rail undertakes checks on the integrity of the nearby railway line embankment, they have closed one of the train lines going to London. Click here for Map

Our specialist engineers arrived quickly on site to reduce the flow of water and divert it into the drains to minimise the impact on customers. We’ve now stopped the flow of water and are working hard to fix the pipe as quickly as we can and return things to normal.

We’re really sorry if you’ve had a longer journey than normal because of this emergency work.

We’ll be posting updates here, so check back when you can for the latest news.

We’re making progress.

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Our new customer hub is now open

We’ve been working with the council and are pleased to let you know that a new customer hub has opened this week in Azalea Court Community Hall.   

The hall is in Finsbury Park Place, opposite Finsbury Park at the top of Queen’s Drive, and we’ll be using it instead of our event vehicle, which we’ve now removed.

Please come and visit us at the hall from 9am to 5pm, Monday to Saturday – we’ll be there until further notice.

We’ve already shared a contact phone number so you can speak to the loss adjuster or claims handler looking after your claim, but if you’ve any concerns over the claims process or need further assistance putting your claim together we’re here to help.

From Monday 18 November, we’re offering timed appointments with loss adjusters. If you need more support, call us on 07747 646 770 after 9am to book an appointment. 

Don’t forget, our customer representatives are also available to discuss any general queries and to provide any additional support. They’re based at the hall with the loss adjusters. If it’s difficult for you to get to the hall, our representatives will come to you.

Keeping you informed

At our last public meeting we heard the message that we should be communicating more. We plan to provide a regular flow of communications such as this to keep you in the loop. We’re emailing a copy to residents who have provided an email address to us, and sending a copy in the post. Please let our team know if you want to be on the email circulation, as this will be faster than a posted copy.

In addition our team of customer representatives and loss adjusters will be keeping in regular contact to ensure claims issues are being processed. If you’re progressing your claim through us then we’ll be agreeing an action plan with you and booking it in our case management system, and you’ll know when the next planned update is due.

Update on our repair work

We’re pleased to say that we’ve now completed our repair of the burst pipe in Queen’s Drive.

We’ve cleared our site, with the exception of our welfare unit, and resurfaced the road and will be checking that Hackney Council’s highways team are happy with the standard of our work. Our investigation of the cause of the burst is still ongoing.

We expect to still be working there and in surrounding roads for the next few weeks to fix some small leaks we’ve located.

We’re already working outside number 147 in Queen’s Drive, where we’ve had to put a temporary footpath in place while we carry out our work. We’re also planning a repair nearby outside number 149, at the junction with Somerfield Road.

We’re carrying out similar repairs too in Myddleton Avenue. We anticipate that our work should have no impact on local water supplies.

We’ll be updating you on further work over the coming weeks. We’re grateful for your patience while we make these repairs.

Accommodation progress update

We’re working hard to ensure everyone is in satisfactory accommodation. We’ve taken on additional letting agencies and have widened the search for different types of accommodation to ensure there’s sufficient capacity nearby available to speed up the process. As at the time of writing we have a small number of customers in hotels and expect to ensure a long-term solution is found soon for everyone requiring it.

A small number of customers will be moving back into their homes soon, but due to the extent of the damage a significant number will require long-term alternative accommodation. Regrettably, this may be as long as nine months, from previous experience.

Public meeting

Our intention is to hold a public meeting on 27 November and we’ll update you with a time and location once it’s confirmed.

No water or low pressure

If you’ve got no water or low pressure, follow these steps to work out what the problem is and how to fix it.

Search for incidents in your area

Check our interactive map with the latest information on known incidents near you. If you can't see an incident in your area, take a look at our checks below.

Check the map

Check with your neighbours

If there’s no issue with their supply, the problem is with your internal plumbing. If you live in a block of flats, check with the building maintenance, your local authority, or the managing agent of the building for any known internal issues.

If there is a problem with your neighbours supply, it may be a problem we’re not aware of. Please call 0800 316 9800 to let us know.


Try your cold kitchen tap

The main water supply normally enters your home in the cold kitchen or utility room tap.

If water comes out of this tap but not elsewhere (such as your shower or bathroom tap), the problem is with your internal plumbing.


Check your stop valves are open

Your inside stop valve needs to be fully open. It’s usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the valve is closed, turn it anti-clockwise to ensure that it is fully open.

If you're unsure on how to find and use your inside stopvalve, watch our helpful video and read our tips.

Your outside stop valve also needs to be fully open. Some properties share their water supply with their neighbours so check with your neighbours to see if they have recently used the outside stop valve.

If you're unable to use or locate the outside stop valve, find out by watching our useful video and reading our tips.


Check for frozen pipes

The cold weather can freeze your pipes, making them more likely to expand and burst.

Check visible pipes for damage. If you find a pipe which is frozen, take a look at our useful video for tips on how to treat them.

Let us know 

If you've completed the above steps without success, it may be a problem we’re not aware of. Please call 0800 316 9800 to let us know.

If your hearing or speech is impaired, you can contact us using the Next Generation Text Service (NGTS).