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Central London Repair Works Timescales Case Study

Grant Jarvie made this Environmental Information Regulations request to Thames Water
You only have a right in law to access information about the environment from this authority

We're waiting for Grant Jarvie to read a recent response and update the status.

Dear Thames Water,

I am investigating the health & safety of cyclists while using the roads in central London, and as such I submit a request for information to Thames Water under the Environmental Information Regulations (EIR).

Water leaks, holes and hazards in the roads are a considerable health & safety problem for cyclists in central London. I am carrying out a piece of research into the state of repair and how repairs are carried out, and as part of this I am interested in the processes and time taken by Thames Water to resolve reported problems so that a road surface can be returned to a good state of repair.

I have selected an issue which I have become aware of, which I understand was a water leak, reported early February 2019 by an adjacent building occupier to Southwark Council then handed down to Thames Water to substantially resolve. I understand it then took Thames Water a number of visits to resolve. Therefore I request information relating to this reported issue so I may use it as a case study.

The issue took place on the junction of A3200 Southwark Street and A3 Borough High Street, on the road adjacent to the Natwest Bank who’s address is 10 Southwark Street, London SE1 1TJ. The issue was on the east side nearest the Natwest Bank. I understand that there was a small water leak, which filled a hole in the road. The issue was reported to Southwark Council early February, who then passed this on to Thames Water to resolve. The problem was finally resolve late February 2019.

My questions relating to this issue are;
1. What date did Thames Water first receive notification of this issue being reported

2. What steps did Thames Water then take to investigate the nature of the reported issue, and how long did the investigation take

3. When did Thames Water conduct its first visit to the problem area, and what works (if any) were undertaken during that visit

4. How many return visits did Thames Water undertake to the problem area and what works (if any) were undertaken each visit

5. How did Thames Water leave the area while unattended in between visits (if applicable)

6. What date was the issue finally resolved and closed out on Thames Water’s system

7. Did Thames Water undertake the localised resurfacing works to make good, or was this by others?

8. Please send me a copy of Thames Water’s report logs which detail the issue being reported through to the issue being rectified.

Thank you for your help.

Yours faithfully,
Grant Jarvie
[email address]

EIR Requests, Thames Water

Thank you for contacting Thames Water.  This inbox is for EIR requests
which we aim to respond to within 20 working days.  We may contact you
with any questions we have on your request and if we are unable to
complete your request within 20 days, we will contact you to agree a new
timescale.

 

If you wish to contact us in the meantime, please email
[Thames Water request email]  and make sure you refer to your original
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Thames Water Limited (company number 2366623) and Thames Water Utilities
Limited (company number 2366661) are companies registered in England and
Wales, both are registered at Clearwater Court, Vastern Road, Reading,
Berkshire RG1 8DB. This email is confidential and is intended only for the
use of the person it was sent to. Any views or opinions in this email are
those of the author and don’t necessarily represent those of Thames Water
Limited or its subsidiaries. If you aren’t the intended recipient of this
email, please don’t copy, use, forward or disclose its contents to any
other person – please destroy and delete the message and any attachments
from your system.

Morgan Smart, Thames Water

1 Attachment

Thames Water
Data Investigations
PO Box 508
Swindon
SN38 8TU

Telephone:  0800 0093805
Email: [1][email address

29 May 2019

Our Ref: EIR-18-19-072

Environmental Information Request

 

Dear Mr Jarvie,

Thank you for your environmental information request, please find the
questions you’ve raised along with our response below.

1. What date did Thames Water first receive notification of this issue
being reported -   29/01/2019

 

2. What steps did Thames Water then take to investigate the nature of the
reported issue,    and how long did the investigation take

Under work order (WO): 31229023 Thames Water passed the job over to RPS to
investigate the visible leak. RPS attended on 09/02/2019 to assess the
situation and recommend follow on work.

(RPS Group is a contactor we use to resolve technical leaks).

 

3. When did Thames Water conduct its first visit to the problem area, and
what works (if any) were undertaken during that visit

Thames Water instructed our contractors (RPS Group) who specialise in
resolving technical leaks, to inspect and assess the water mains around
the works, RPS attended on the 09/02/2019, no repair works took place on
the day, only investigating the root cause of the issue.

 

A repair ticket was raised on 11/02/2019 by RPS to arrange follow on works
to take place, and subsequently a Separate investigation was raised under
work order: 31249535 where a Network Service Technician (NST) attended on
05/03/2019 to carry out further investigations.

 

4. How many return visits did Thames Water undertake to the problem area
and what works (if any) were undertaken each visit 

 

·         14/02/2019 Enabler went to site under wo: 31229023
(An enabler is a Thames Water employee who assess work locations for
potential permits and traffic management needs)

·         20/03/2019 Trial shut completed out of hours 02:00 am under wo:
31229023. NST was unable to shut back on to valve as main went down.

The main recharged at 02:20 and informed Network Management Centre (NMC)
who then logged off Permit to Work (PTW – is a system we use to log main
shuts to assess how long the area has been without Water). On the same
night, another NST attended to assist with a Trial shut, which was
successful and informed NMC.

·         0503/2019 under the new work order: 31251164 & 31249535 an NST
attended and raised a P2 repair which was authorised and confirmed.

·         07/03/2019 the repair team attended site and dug down on the
area previously marked up during the initial investigation. After digging
we found an Atplas box (Meter hole) concreted over and inside we
identified the valve, tube and lid were all compromised by the concrete,
the repair team then proceeded to remove the tube and exchanged the box.

 

5. How did Thames Water leave the area while unattended in between visits
(if applicable?)

·         Area marked in blue spray paint on initial investigation.
Barriers were set up, during and after repair works and then taken off
when reinstatement attended.

 

6. What date was the issue finally resolved and closed out on Thames
Water’s system? - 07/03/2019.

 

7. Did Thames Water undertake the localised resurfacing works to make
good, or was this by others?

·         Permanent reinstatement in carriageway carried out by the
reinstatement team this team works for Clancy Dorcwra and carries out work
on behalf of Thames Water as part of the Thames Water infrastructure
alliance.

8. Please send me a copy of Thames Water’s report logs which detail the
issue being reported through to the issue being rectified. – These work
orders have not been provided to you, however the summery of the works
carried out, has been provided above.

 

You’re right to Object

 

If you are dissatisfied with the handling of your request, you have the
right to raise an objection and request us to carry out an internal
review. 

 

The objection should be raised within 40 days of the EIR response being
issued to you and should be addressed to our EIR email address
[2][email address].

 

Please be aware in circumstances where an objection is raised after the
above mentioned 40 days from issue, then the objection will be treated as
a new request.

If you remain dissatisfied with the outcome of the internal review, you
can apply, to the Information Commissioner, who will consider whether
Thames Water has complied with its obligations under the Regulations, and
can require Thames Water to remedy any problems. You can find out more
about how to do this at: [3]www.ico.org.uk.

 

Disclaimer:

 

The information provided with this letter is taken from the information we
hold on our records as at the date indicated. We cannot guarantee the
accuracy of this information and it should not be relied on for any
purpose.

 

Under the Regulations, Thames Water has a duty to individuals requesting
information to make that information available on request and in the
format requested, and must comply with this duty, unless one of the
exceptions contained within the Regulations applies.

 

[On this occasion, as the time (chargeable under our published charging
regime) taken to prepare the response has fallen under our minimum limit
for charging, we have waived the fee but we reserve the right to charge in
accordance with the fees published on our web site for any future
requests. ]

 

Should you have any questions, please don’t hesitate to contact me.

 

 

Yours sincerely,

Morgan Smart

 

Data Protection Advisor

 

 

 

 

Kind Regards

Morgan Smart

 

Data Protection Advisor

07747641633

[4][email address]

Walnut Court, Kembrey Park, Swindon SN2 8BN

 

[5]https://intranet.thameswater.co.uk/porta...

 

[6]www.thameswater.co.uk

 

Visit us online www.thameswater.co.uk , follow us on twitter
www.twitter.com/thameswater or find us on www.facebook.com/thameswater.
We’re happy to help you 24/7.

Thames Water Limited (company number 2366623) and Thames Water Utilities
Limited (company number 2366661) are companies registered in England and
Wales, both are registered at Clearwater Court, Vastern Road, Reading,
Berkshire RG1 8DB. This email is confidential and is intended only for the
use of the person it was sent to. Any views or opinions in this email are
those of the author and don’t necessarily represent those of Thames Water
Limited or its subsidiaries. If you aren’t the intended recipient of this
email, please don’t copy, use, forward or disclose its contents to any
other person – please destroy and delete the message and any attachments
from your system.

References

Visible links
1. mailto:[email address]
2. mailto:[email address]
3. http://www.ico.org.uk/
4. mailto:[email address]
6. http://www.thameswater.co.uk/

We don't know whether the most recent response to this request contains information or not – if you are Grant Jarvie please sign in and let everyone know.