TW10 - Richmond Hill

Update – 19:25 04/05/2026

Our teams on site are currently installing trench support so that repairs can begin safely. Once this is in place, they will move on to the repair work. The repair involves cutting out the damaged section of pipe and replacing it, which will take some time. We currently expect to complete the work by late tomorrow morning.

While this work is ongoing, you may experience periods of low pressure or temporary loss of supply. We will do everything we can to minimise disruption.

Water tankers will remain in the area to help put water back into the network and support as many customers as possible in regaining supply.

If you’ve been directly affected by flooding, please call us on 0800 316 9800 so we can provide further support. Our teams are also on site supporting customers impacted by flooding.

We will continue delivering bottled water until later this evening. If you’re already registered on our Priority Service Register, there’s no need to contact us—we’re already delivering in the area.

We understand this is a busy area, and disruption is being carefully managed, including traffic management and on-site support teams.

We will provide our next update by 08:00 tomorrow. We apologise for any inconvenience caused and thank you for your patience and support.

Update – 15:08 04/05/2026

Our teams on site continue to progress with the repair. Due to the complexity of the work, further excavation is required. As this involves a deep excavation, additional trench support is being put in place to ensure the repair can be carried out safely.

Water tankers remain in the area to help put water back into the network and support as many customers as possible in regaining supply.

If you’ve been directly affected by flooding, please call us on 0800 316 9800 so we can provide further support.

If you’re already registered on our Priority Service Register, there’s no need to contact us—we’re already delivering bottled water in the area.

We understand this is a busy area, and disruption is being managed as carefully as possible, including traffic management and on-site support teams.

We apologise for the inconvenience caused and thank you for your patience while we work to restore normal supply. Our next update will be provided by 19:30.

 

Update – 11:50 04/05/2026

We're sorry for the delay in getting your water back. Our teams have now successfully isolated the damaged section of pipe on Richmond Hill, meaning the pressure to the wider area is returning. 

You may notice the pressure is lower than normal, and it will fluctuate as our tankers supporting the area change over. But please be assured once the repair is complete things will return to normal. 

Currently we're digging the excavation to get to the damaged section of pipe, once this has been exposed we can then begin the repair. We're working as fast and safely as we can.   

Colleagues are on site supporting customers affected by flooding, including helping to clear any standing water where required. Our customer representatives and loss adjuster teams continue to provide advice and assistance to those directly impacted.

There is a lot of consequential damage to the area, and this will take some time to clear up. We anticipate the road remaining closed for a few days. If travelling in the area please allow additional time to your journey.   

Thank you for your continued patience while we work to fully restore supplies and get things back to normal. Our next update will be provided by 15:30.

Update - 08:50 04/05/2026

We’re continuing to make progress in Richmond Hill. The flow of water from the damaged pipe has now been stopped, and teams are now planning the repair. 

Water has been moved around the network to help maintain supplies for as many customers as possible, unfortunately, until the repair is complete, some may notice the pressure is lower than normal, but this will return to normal once we've fixed the broken pipe.

Bottled water is being delivered to those we know are affected, we're focusing on customers who are on our Priority Services Register first and will get to you as soon as we can. 

There is considerable damage to the road, once the repair is complete, it is expected to take a few days before the road is open to the public again, so if travelling in the area please allow extra time to any journey. 

We're liaising with Old Vicarage School to ensure they will be able to open as normal tomorrow.  

Thank you for your continued patience and understanding as we work to put things right. We’ll provide a further update by 12:30.

Update - 00:35 04/05/2026

Our specialist response team are working with emergency services, including the Fire Brigade and Police, on site to support the immediate residents.

We are working urgently to shut off the main pipe to stop the flooding as quickly as possible. Once this is complete, we will put measures in place to restore and maintain water supply to affected customers.

Some customers may experience reduced water pressure or temporary loss of supply while this work is carried out

Additional crews are on their way to help speed up the response, and we will continue working until the issue is resolved and normal service is restored.

Thank you for your patience and understanding, we will provide a further update by 09:00.

Overview - 21:15 03/05/2026

We’re sorry if your tap water isn’t running at the moment. We’re aware of an issue affecting customers in the Richmond Hill area.

Our specialist team is on the way to investigate the cause of this.

We know how disruptive it is if you lose your water supply, so we’ll work hard to get things back to normal as soon as we can.

If you or someone you know needs a little extra support, our free Priority Services Register can help us to understand your situation so we can take it into account as best we can.

We’ll provide another update by 09:00. Thank you for your patience while we work to resolve this.