W1H - Customer Advice
Q&A
Last updated:
Enford Street Burst Pipe – Customer Q&A
Incident Overview
Ø What exactly happened?
On Thursday 25 September, a 36-inch trunk water main burst on Enford Street, W1H, resulting in severe flooding in the area.
Ø Why did the trunk main burst?
Pipes expand and contract with weather changes, and ground movement (swelling or shrinking soil) can stress the network. These dynamics often increase the risk of leaks or bursts when conditions shift.
Ø Which areas have been affected by the flooding?
Flooding occurred on Enford Street and York Street. Several residential and commercial properties, as well as critical infrastructure, have been impacted.
Ø How long will it take to repair the burst main?
Our engineering teams are working around the clock to restore the pipe safely. Because this is a large network main supplying water to thousands of properties, we estimate repairs will take 7–10 days.
Ø Is the situation now under control?
While water supply was quickly reinstated to properties not seriously damaged, some properties suffered flooding damage. The flooding also caused a local power station to shut down, resulting in electricity outages for some residents.
Communication and Updates
Ø How will residents be kept informed?
We will keep you informed through letters, phone calls, and updates on our website. Regular progress updates will also be provided as the work continues. For the most current information, please check our website frequently.
Ø Is there a helpline I can call for urgent help or information?
Yes, you can call our 24/7 helpline on 0800 316 9800. The team can provide urgent assistance, answer questions about the incident, guide you on next steps, and connect you with our loss adjustors if your property has been affected.
Ø Is there a local support hub or centre I can visit?
Yes, a Thames Water incident vehicle is located at the junction of York Street and Enford Street, W1H. Our team there can offer assistance, share updates, and answer questions.
Ongoing Works and Safety
Ø Are crews still working in the area?
Yes, our crews are still working in the area. Given this is a major network pipe supplying water to thousands of homes, we expect repairs to last approximately 7–10 days
Ø Will there be road closures or traffic disruptions?
Yes, there is a road closure on Enford Street, which may cause disruptions to surrounding areas. Please plan your journey accordingly and follow posted signage or traffic management instructions.
Flooding and Property Damage
Ø My property was flooded — what should I do?
We apologise for the distress this has caused. If you’ve not been contacted by our teams already, please contact our loss adjuster team, who will guide you through the next steps, assess damage, and aid with claims.
Ø Will the water company cover cost of damage to my home or belongings?
Yes , damage resulting from the burst main is our responsibility to address. If you don’t have home insurance, or if your policy doesn’t cover all of the damage, you can make a claim directly with us for the remaining costs.
Ø Should I claim through my home insurance or directly through the water company
You can choose. If you’d like, you can claim directly with us. If you prefer to go through your insurer, you may do so and for any items not covered by your policy, our insurer will review and settle those separately.
Ø Can someone come out to assess the damage to my property?
Yes, if your property has been affected, our loss adjuster team will arrange an assessment. If you haven’t been in touch yet, please contact them directly so they can guide you through the process and organise a visit if needed.
Ø What support is available for cleaning, drying, or restoring my home?
Our loss adjusters will coordinate works, such as cleaning, installing drying equipment, and other necessary restoration to make your home safe and habitable.
Ø I wasn’t home when the flooding happened — can I still report damage now?
Yes, as soon as you are aware of any damage caused, please contact us. Our dedicated team will guide you through the reporting process and manage your claim.
Temporary Accommodation & Displacement
Ø I’ve had to leave my home — who arranges alternative temporary accommodation?
Our loss adjuster will manage temporary housing arrangements while your property undergoes drying or repair. If you cannot stay in your home, they’ll help secure a suitable longer-term stay while work continues
Ø Will I be reimbursed for hotel or travel costs?
For immediate accommodation on the day of the burst, our loss adjuster will arrange a hotel as close to your home as possible. They will advise whether your stay is expected to be for one night or longer, so you can plan accordingly.
If you prefer to organise your own accommodation, you may do so, but you must agree the costs with our loss adjuster before booking.
Please keep all receipts for any out-of-pocket expenses incurred, including travel or meal costs that you would not have needed if the incident had not occurred.
Ø How long will I be out of my home?
For minor flooding (e.g. water reaches one room, limited damage), restoration work (carpets, furniture replacement) may take days or weeks.
In more severe cases, where flooding affects larger areas, damages plaster, or impacts the structure of the property, full restoration could take up to 12 months.
Electricity and Power Loss
Ø Why is my electricity off?
The flooding caused damage to a local substation, which led to it being disconnected from the street it supplies. The network operator (UKPN) has since re-energised their network. However, for properties that suffered internal water damage, power can only be restored once internal electrical repairs are completed and a safety certificate is issued.
Ø Who should I contact for updates on electricity restoration?
UK Power Networks (UKPN) is responsible for repairing and re-energising the wider electricity network and can provide updates on their progress. However, if your property was flooded, power cannot be restored until internal repairs are complete.
If your home or business has suffered internal damage, please contact our loss adjuster team first. They will guide you through the repair process, arrange inspections, and coordinate with the necessary specialists to ensure electricity is restored safely.
Compensation and Support
Ø Will I get compensation for damage or disruption?
Yes, we will cover damage proven to have been caused by the burst main. Our loss adjuster will assess the impact on your property and report to our claims handlers, who will confirm the evidence needed to support your claim. You can also claim for reasonable out-of-pocket expenses linked to the incident.
Ø How do I make a claim?
If you’ve already been contacted by our loss adjusters, a claim file has automatically been opened for you. Our claims handlers will be in touch over the next few days to explain what further information or evidence is needed.
If you have been away and believe the damage to your home or property has not been assessed, please contact our claims team on 0800 0093814 between 9am-5pm, Monday to Friday so we can arrange a review.
Ø How long will compensation take to process?
Each case is unique, so we cannot provide a specific timescale for compensation. Once you have submitted the necessary evidence, your loss adjuster or claims handler will propose a financial settlement. After you agree to the settlement amount, payment will be made within 10 working days.
Ø Can I claim for lost income, transport, or food costs?
Yes, if these costs are a direct result of the incident and can be evidenced, they will be considered as part of your claim.
Loss of Business Queries
Ø Can my business claim for losses caused by this incident
Yes, under our Loss of Profits policy, businesses can claim if the impact is reasonably linked to our activities. For more information, please check our website.
Ø How long does a claim take to be reviewed?
Each case is unique, so we cannot provide a specific timescale for compensation. Once you have submitted the necessary evidence, your loss adjuster or claims handler will propose a financial settlement. After you agree to the settlement amount, payment will be made within 10 working days.
Need Extra Support?
Ø Who can get extra support?
Customers who may need additional help, including families with young children, older adults, people with physical or mental health concerns, those experiencing life changes (e.g., bereavement)
Ø How can I register for extra support?
You can sign up temporarily or permanently via your online account or call our Extra Care team on 0800 009 3652 (Mon–Fri, 8am–5pm).