Below is a copy of an email from Thames Water about this leak. 29 September 2026 Our Ref: 33579105 Water Leak - A316 Great Chertsey Road Bridge W4 Dear Mr Shea Thank you for your email of 13 July 2026 regarding the leak on the A316 Great Chertsey Road Bridge you reported to us. I am sorry to hear the leak has been ongoing for some time and appreciate your concerns. As part of the CEO office Chris has asked I respond on his behalf. I’m sorry we didn’t respond to you within 10 working days. As a result of this, under our Customer Guarantee Scheme (CGS), you’re entitled to a payment for the delay. This payment will be processed automatically to your water services account. Please accept our apologies for not meeting our service standard on this I have been in contact with our Field Operations Manager and can provide the following update. What happened We are aware of the leak and have attended the site on several occasions to investigate its source. Most recently, on 28 June 2026, our teams confirmed that the necessary trial holes had been completed. These investigations involve exposing our asset to accurately identify the source of the leak before repair works can safely begin. The repair is particularly challenging due to the location of the affected water main. It is situated on a heavily trafficked section of the A316 and in close proximity to other critical infrastructure. As a result, the repair requires extensive planning, additional engineering investigations and carefully coordinated safety arrangements before work can proceed. We fully understand the concerns raised about the length of time the leak has been present, including the potential impact on the bridge structure and the footpath beneath. In response, our Field Operations Manager has escalated the issue internally to help progress the required works as quickly as possible. While repairs in constrained locations such as this inevitably take longer than those in less complex environments, please be assured that we remain committed to completing the repair at the earliest opportunity once it is safe and practical to do so. Our Plans At present, we are in discussions with Transport for London (TfL) to agree a safe and suitable plan for carrying out the repair. The leak is located on the railway bridge, which presents additional operational and safety considerations. As a result, the repair cannot proceed until the appropriate access arrangements and method of work have been agreed with TfL. We appreciate that the delay is frustrating and would like to reassure you that we remain committed to resolving the issue. Please be assured I will continue to monitor this and update as and when I receive these. This will be no later than 26 October 2026. Traffic management Whenever we carry out planned or emergency works, our priority is to complete the repair safely while keeping disruption to local communities to a minimum. We recognise that access to a reliable water supply is an essential service and understand the inconvenience that roadworks can cause. For a repair of this nature, traffic management is unavoidable. Any lane closures or diversions are carefully planned in consultation with the local highway authority and Streetworks team to ensure the appropriate permissions are in place, and disruption is minimised wherever possible. Although we make every effort to reduce the impact on motorists, we recognise that delays can still occur. We would encourage all road users to follow the signed diversions and temporary traffic management arrangements to help maintain safety for both the public and our workforce. We are sorry you were unhappy with our digital service WhatsApp, when reporting the leak. Please be assured feedback has been given to help improve our service. Thank you for your patience while we work towards resolving this issue. Next steps I hope the above information is of use to you. I will contact you again no later than 26 October 2026. If you do have any other questions or if there is anything else I can do to help in the meantime, please do give me a call on 0800 009 3932; lines are open 8am to 5pm, Monday to Friday. Priority Services Register (PSR) I wanted to highlight our Priority Services Register which is available to customers who may need a little extra support from us when facing temporary or longer-term challenges. More information can be found about this on our website here or you can call our Extra Care team on 0800 009 3652. Opening are 8am to 5pm. Water Levels Low rainfall has significantly reduced our reservoirs, rivers, and groundwater. To protect the environment, we’re carefully managing supplies with a dedicated team monitoring levels around the clock. We’re asking customers to use water for essential purposes only drinking, cooking, and hygiene. Simple swaps can make a big difference in helping keep taps flowing for everyone and avoiding further measures,  Water saving Tips here. We continue to invest in our network, with leakage at its lowest level ever, building a resilient system to provide clean, reliable water for generations to come. Find out more: Here Contacting us in future You can also: • Report some of the most common issues, such as blockages and leaks, on our website here. • Contact us on WhatsApp or via our Web Chat. • Call our Customer Contact Centre on 0800 316 9800. Lines are always open. • Find out more about our Priority Service Register here, if you or someone you know, needs extra support. You can call us on 0800 009 3652; 9am to 5pm, Monday to Friday. Yours sincerely Michelle Flood Senior Complaints Manager

Entire Thread

Topic	Date Posted	Posted By
Water pipe on A316 Bridge Crossing Railway Line…	07/10/26 15:09:00	James Petri
Re:Water pipe on A316 Bridge Crossing Railway Line…	07/10/26 15:14:00	Brian Green
Re:Re:Water pipe on A316 Bridge Crossing Railway Line…	07/10/26 16:21:00	Christopher Shea

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