Water supply back after 'catastrophic' burst pipe

Water supplies have returned to homes following a "massive" pipe burst which caused flooding in west London.

Thousands of people were been left without water or had low water pressure in the Shepherd's Bush, Holland Park, Kensington and Notting Hill areas on Wednesday.

Thames Water issued another apology in an update published on its website, noting that "some customers may continue to experience low water pressure while work is ongoing and the network stabilises."

Royal Borough of Kensington and Chelsea Council (RBKC) said it had called for an "urgent investigation into what went wrong", adding local people needed "a clear explanation for how the main was able to fail so catastrophically".

Thames Water said that although water supply was currently flowing for customers, pressure still remained low, particularly for "customers in high-rise buildings, on upper floors, at busier times of the day".

The update told customers that repair work was still yet to start underground, due to "essential ground surveys" which needed to be completed first.

"These checks are important to allow us to plan the repair safely and avoid any further risks," it said.

"Once surveys are complete, we'll need to carry out some tree removal in the area before excavation can begin."

The water company said it was working to progress the work "as quickly as possible".

Residents have told the BBC of the damage the water flooding has caused.

Julia Talbot, from Lorne Gardens, said "the entire of our ground floor is just gone... I don't think it's sunk in just yet".

Talbot told the BBC she was devastated as it was not the first time the property had flooded.

RBKC said it had also written to Thames Water "to ask for reassurances" that residents were being rehoused where their homes have flooded.

It said it had also asked that "the loss adjustment and claims process is quick, straightforward and transparent as possible," for those affected.

Thames Water thanked customers for their "continued patience and support", and added that a bottled water station was open at Chiswick R.F.C. for those still experiencing issues.

Kensington and Bayswater MP Joe Powell, told BBC Radio London this had happened before.

"This isn't something that should be happening routinely," he said.

"This is not new for this particular community - literally this street – they were flooded in 2021. It was a very severe flood."

The MP added: "I don't want to jump to conclusions, we know that there have been decades of under investment by Thames Water in the infrastructure for London's water supply, and that has to be turned around."

Powell added that for now "the immediate concern is getting the supply back", and that he would be in the affected area on Thursday to help residents.

The company has faced heavy criticism in recent years for failing to fix leaks, prevent sewage spills and modernise its ageing infrastructure, problems made worse by the large debt burden it is carrying.

The government has already selected administrators to step in if the company collapses.

In response, Thames Water said it had begun "the biggest upgrade of its network in 150 years", and that it was investing more than £20bn between 2025 and 2030.

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