Wheelchair user changed medicine due to water loss

A wheelchair user had to change his medication to prevent him needing to use the toilet after his village was left without water for two days.

Residents of Green Hammerton, between York and Harrogate, were left with little or no water from 5 to 7 January due to a burst water main.

Ian Flatt said his condition demanded water for hygiene and toilet needs, and said the impact of the cut was "severe".

Yorkshire Water has been criticised for a lack of communication during the incident especially for customers like Flatt on the priority services register. The firm has apologised and said it was conducting an internal review of the incident.

The company did provide updates and bottled water to some customers, however Flatt said he received no messages from the firm until at least an hour after the problem began.

He said his wife Rachel was unable to get through to Yorkshire Water by phone and resorted to social media for updates.

"I don't like to be too graphic, but you need to understand just how severe the impact was for me as a vulnerable person," the 60-year-old said.

"I had to change my medication so I wouldn't need the toilet, because without water, there simply was no toilet.

"Besides the discomfort, the result is pressure on my diaphragm which causes breathing difficulties."

According to the Local Democracy Reporting Service, he also had to forego showers, which are essential to his care as he needs to ensure robust hygiene to avoid infection.

Arnold Warneken, who represents the area on North Yorkshire Council, said there appeared to have been an unacceptable "failure of communication and support" especially for vulnerable residents.

"This is basic, essential service provision, and Yorkshire Water failed to deliver it."

The Green Party councillor said he had been contacted by several people on the priority services register who had struggled to get any support.

"It's just not good enough. This has a big impact on people's comfort and quality of life."

He has written to the board of Yorkshire Water demanding assurances that vulnerable customers would be better supported in future incidents.

Yorkshire Water said it had experienced a significant burst water main on York Road, near Green Hammerton, on 5 January which was repaired quickly.

However, a spokesperson said complications meant customers faced an "intermittent loss of supply or low pressure" until 7 January.

The firm said it had completed deliveries of bottled water to almost 40 properties in the area which were on the priority services register.

"We understand for some customers, this did not go far enough, and we apologise," the company said.

"We will be completing a thorough internal review of this incident, and we will implement any improvements necessary to ensure we improve the service provided to customers in the event of supply problems in the future."

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