West London - Customer Advice
Q&A
Last updated:
- What exactly happened?
A large pipe burst on Holland Park roundabout on 21st January - lots of consequential damage to local area and a number of properties flooding.
- Why did the trunk main burst?
Water mains can be affected by temperature changes and ground movement. As the ground expands or contracts, it can place stress on the pipes, increasing the likelihood of leaks or bursts, particularly during periods of changing weather conditions.
- How long will it take to repair the burst main?
Our engineering teams have been working around the clock since the incident. The flooding is now under control and the team on site are looking to start the repair as soon as it is safe to do so.
- Is the situation now under control?
Yes. The flow of water has now been isolated and brought under control. Some customers may experience low pressure and in some high rise buildings no water. Unfortunately, some residential properties did experience flooding damage, and our teams are providing support to those affected.
Communication and Updates
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How will residents be kept informed?
We’ll continue to keep residents updated through letters, phone calls, and regular updates on our website. Our teams will also provide progress updates as repairs and reinstatement works continue. For the most up-to-date information, please visit our Thames Water website.
- 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.
Flooding and Property Damage
- 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.
- Will the water company cover cost of damage caused by the burst main?
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.
- 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.
- 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.
- 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.
- 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
- 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
- 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.
- 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.
Compensation and Support
- 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.
- 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.
- 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.
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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.
Need Extra Support?
- 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)
- 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).