Residents of Cecil Close have been left disappointed by the lack of communication from Thames Water, following a flood that swept through the cul-de-sac in Chessington.
At around 06:00 on Saturday 24 October, a water main burst on Hook Road, causing water to pool at the end of Cecil Close, flooding garages and leading to the damage of approximately 20 vehicles.
One resident, Joseph Roll, told us he had “only had [his] car for three weeks”, with other residents also experiencing disruption due to damage to their vehicles.
Residents criticised what they described as an apparent lack of clear policies and processes from water provider Thames Water to deal with the issues after the flood.
Eunice Roll, who lives with her son Joseph on Cecil Close, said that despite close to a week having passed, no substantial action had been taken.
She said: “The frustrating part is, there was no clear guidance, and it was just all collecting information, collecting information, and it is already Thursday now. In general, it is basically a lack of coordination. There was no action plan put in place.”
When attempting to follow up her queries with the water company, Roll phoned the number in the letter they had provided, but “it was just a waste of time, because they are actually not the department that can address our queries”.
Edward Sillars, who is also a Cecil Close resident, said he had been getting Ubers to work because of the damage to his car. He said: “We haven’t had clear communication over what is going to get refunded and what is not going to get refunded. [Thames Water] have said keep receipts, but they haven’t given us a clear list.”
Several companies are currently involved in the ongoing claims and recovery process. Sillars said, “There has just not been that level of information, so we all feel a bit helpless, and we are relying on a process that none of us understands, and no one is telling us what is happening.”
Sillars believed that “the processes need an overhaul” and that Thames Water needed to better its communication with residents and provide clear guidance and timelines regarding lost vehicles and any claims to be made.
Thames Water were contacted regarding these complaints, but have declined to comment.
