Water Supply at Loughborough Park
Update - Friday 17 November

17 November 2017

Frequently Asked Questions

We have put together answers to a number of questions those affected by the water outage at Loughborough Park have been asking members of our team, which we hope our customers will find useful.

Answers to these Frequently Asked Questions are available here: www.guinnesspartnership.com/LPFAQ

We will continue to answer customers’ questions and provide additional detail on this page as more information is available.


Friday 17 November

TO ALL CUSTOMERS IN AMMON HOUSE

Dear customer,

We greatly appreciate your patience and understanding as we worked to restore your water supply.

Drinking water

We have now received independent confirmation that your water is suitable for drinking. We appreciate your patience while the testing was completed and apologise for the inconvenience while we waited for the results.

System testing

We are continuing our full review of the water system. This work will be ongoing over the next few weeks, so you may see increased activity throughout the estate. We apologise for any disruption this may cause.

Estate Office opening hours

Please remember that the Estate Office has reverted back to its usual opening hours:

Monday           9am – 1pm
Wednesday     2pm – 5pm
Thursday         9am – 1pm

Once again, we are very sorry for the disruption you experienced over the last few weeks.

Regards,
Your Guinness Team



Previous updates

Thursday 9 November

TO ALL CUSTOMERS EXCEPT THOSE IN AMMON HOUSE

Dear customer,

We greatly appreciate your patience and understanding as we worked to restore your water supply.

System testing

We are continuing our full review of the water system. This work will be ongoing over the next few weeks, so you may see increased activity throughout the estate. We apologise for any disruption this may cause.

Disruption Payment

We will be making a further disruption payment to you for the brief loss of water you experienced last week. This payment will be equivalent to your rent and service charges for the period during which your home was without water.

Cheques will be available from the Estate Office from Monday afternoon.

Expenses

Don’t forget you can reclaim any reasonable costs you have incurred whilst you were without any water. All claims must be submitted, including receipts, to the Estate Office by Friday 1 December.

Estate Office opening hours

Next week, the Estate Office will be open for extended hours on Monday and Tuesday to give you more time to collect your disruption payment cheque.  After this, the Estate Office will revert to its usual opening hours:

Monday           8am – 8pm
Tuesday          8am – 8pm
Wednesday     2pm – 5pm
Thursday         9am – 1pm

Once again, we are very sorry for the disruption you experienced over the last few weeks.

Regards,
Your Guinness Team


TO ALL CUSTOMERS IN AMMON HOUSE

Dear customer,

Water supply update

We are pleased to confirm we have now restored the water supply to all blocks.

Drinking water

Please remember the water supply available at Ammon House has not yet been confirmed suitable for drinking. We will continue to provide bottled water until the water supply has been confirmed suitable to drink.  We expect to be able to confirm this by next week.

Returning home

Customers in hotel accommodation can now return home.  All remaining hotel bookings will end on Friday. Please speak to the reception team at your hotel to confirm check out times.

Don’t forget you can reclaim any reasonable travel costs you incur in respect of your hotel stay. Please visit the Estate Office for more details about how to do this. Please make sure all claims, including receipts, are submitted by Friday 1 December.

System testing

We are now conducting a full review of the water system. This work will be ongoing over the next few weeks, so you may see increased activity throughout the estate. We apologise for any disruption this may cause.

Disruption Payment

We will be making a further disruption payment to you for this most recent loss of water. This payment will be equivalent to your rent and service charges for the period during which your home was without water.

Cheques will be available from the Estate Office from Monday afternoon.

Estate Office opening hours

Next week, the Estate Office will be open for extended hours on Monday and Tuesday to give you more time to collect your disruption payment cheque.  After this, the Estate Office will revert to its usual opening hours:

Monday           8am – 8pm
Tuesday          8am – 8pm
Wednesday     2pm – 5pm
Thursday         9am – 1pm

Thank you

We are very sorry for the disruption you have experienced and greatly appreciate your patience and understanding as we worked to restore your water supply.

Regards,
Your Guinness Team



Tuesday 7 November

TO ALL CUSTOMERS IN AMMON HOUSE

Dear customer,

Water supply update

We are pleased to confirm we have now restored the water supply to Ammon House by replacing the pipework to the building.

Returning home

Customers that chose to stay in hotel accommodation can now return home.

Don’t forget you can reclaim any reasonable travel costs you incurred in respect of your hotel stay. Please visit the Estate Office for more details about how to do this.

Drinking water

The water is yet to be confirmed as safe to drink. This only affects the water running through the new pipework, and so only affects the water supply within Ammon House.

We will begin testing the water tomorrow to confirm it is drinkable. It will be approximately one week before we have the test results. We will contact you when it has been confirmed the water is safe to drink.

In the meantime we will continue to provide bottled water for you.

System testing

We want to be able to restore your confidence in the water system so we are conducting a full review of the resilience and reliability of the entire system. This work had begun prior to last week’s incident and is ongoing.

This review will require further work over the next few weeks, so you may see increased activity throughout the estate. We apologise for any disruption this may cause.

Disruption Payment

We will be making a further disruption payment to you for this most recent loss of water. We will provide you with more details about this later this week.

If you have any questions please call us on 0303 123 1890 Monday to Friday from 8am – 8pm.

We sincerely apologise for the further disruption you have experienced.

Regards,
Your Guinness Team



Friday 3 November

TO ALL CUSTOMERS EXCEPT THOSE IN AMMON HOUSE

Dear customer,

Water supply update

We are pleased to confirm we have now restored the water supply to your home.

The disruption was due to a fault near Ammon House, which affected the water supply to all blocks. To restore water to your home we have temporarily disconnected Ammon House from the water system.

Drinking water

We have now received independent confirmation that your water is safe to drink. We appreciate your patience while the testing was completed and apologise for the inconvenience while we waited for the results.

System testing

We want to be able to restore your confidence in the water system so we are conducting a full review of the resilience and reliability of the entire system. This work had begun prior to yesterday’s incident and is ongoing.

This review will require further work over the next few weeks, so you may see increased activity throughout the estate. We apologise for any disruption this may cause.

Disruption Payment

We will be making a further disruption payment to you for this most recent loss of water. We will provide you with more details about this next week.

Estate Office

The Estate Office team will be available for you until 8pm this evening. To provide additional support throughout the weekend they will also be available at the following times:

Saturday         9.30am – 4.30pm
Sunday            10.30am – 2pm

We sincerely apologise for the further disruption you have experienced.

Regards,
Your Guinness Team


 TO ALL CUSTOMERS IN AMMON HOUSE

Dear customer,

Water supply update

We are sorry to report that we are not able to restore the water supply to Ammon House this evening.

This is due to a leak in the pipework at Ammon House. To avoid all other homes being affected by this fault we have temporarily disconnected Ammon House from the water system.

We are going to replace the pipework to Ammon House in its entirety. The parts needed to do this should be delivered on Monday and we will then start work on the repairs immediately. We expect this work to take approximately three days, and therefore we should be able to restore your water supply towards the middle or end of next week. We know this means you will be without water for several days, and we are very sorry for this. We are doing what we can to minimise the disruption.

Hotel accommodation

We are offering all customers at Ammon House the option to move to hotel accommodation until the water has been reconnected. If you would like us to arrange hotel accommodation for you please visit the Estate Office or call us on 0303 123 1890.

If you choose to move into hotel accommodation we will:

  • Pay for you to stay in hotel accommodation as close to your home as possible.
    Please note this will be subject to hotel availability, so some travel may be required.
  • Pay for taxis to take you and your family to your hotel accommodation.
  • Reimburse you for any hotel parking fees.
  • Pay for you to use the hotel laundry service.
  • Pay all reasonable costs for meals, including soft drinks, provided for you at the hotel.
  • Reimburse all reasonable costs for meals purchased, including soft drinks, if your hotel does not provide them.

We will keep in touch with you, and let you know when the water supply has been restored.

Disruption Payment

We will be making a further disruption payment to you for this most recent loss of water. We will provide you with more details about this next week.

Estate Office

The Estate Office team will be available for you until 8pm this evening. To provide additional support throughout the weekend they will also be available at the following times:

Saturday         9.30am – 4.30pm
Sunday            10.30am – 2pm

We sincerely apologise for the further disruption you have experienced.

Regards,
Your Guinness Team



Thursday 2 November

Water supply update

We are sorry to report that we have been made aware of a further issue that is disrupting the water supply to all homes at Loughborough Park.

We are investigating this with the greatest of urgency. We believe the issue is caused by a further leak and contractors have already begun work to excavate the site in the area of the leak. Once this is complete we will be able to provide you with a further update.

Our priority is to ascertain the cause of this disruption and restore your water supply as soon as possible.

How we are supporting you

As before, we are doing everything we can to minimise the disruption to you. Bottled water is available and will be delivered to your home this evening. We are also reconnecting stand pipes – two have been reconnected this evening – and we are arranging for household items to be available from the Estate Office in the event they are needed.

You can request additional water to be delivered to you by calling the site security team on 07904 477158.

Keeping you updated

We are truly sorry for this further disruption and inconvenience. We would like to assure you that while we work to restore your water supply our onsite teams will do everything we can to support you.

The Estate Office team will be available until 8pm this evening. If you have any questions or require specific support please speak to them and we will do everything we can to help.

Regards,
Your Guinness Team



Monday 30 October

Water supply update

We have now restored the water supply to all blocks.

Any customers that have not yet been reconnected should call us on 0303 123 1890 to arrange for your water supply to be restored.

Drinking water   

Please remember that the water supply is not suitable for drinking. We will continue to provide bottled water to all customers until we have the results of the water tests, which we can now confirm should be available at the end of the week.

We are continuing to provide bottled water for drinking. You can request delivery of this to your door by calling the site security team on 07904 477158.

Disruption payment

As advised last week we will soon be making an additional disruption payment. This will be equivalent to one week’s rent and service charge.

This payment will be made by cheque, We will contact you to let you know when they are available to collect from the Estate Office later this week.

Estate Office opening hours

Please remember that the Estate Office has now reverted to its usual opening hours:

Monday           9am – 1pm
Wednesday     2pm – 5pm
Thursday         9am – 1pm

We will be extending the opening times of the Estate Office to make it easier for you to collect your disruption payment cheque. We’ll provide more details later this week.

Thank you

We are very sorry for the disruption you experienced and greatly appreciate your patience and understanding as we worked to restore your water supply.

Regards,
Your Guinness Team



Friday 27 October

Water supply update

We have now restored the water supply to all blocks.

If you have not yet had your water supply reconnected please visit the Estate Office to confirm your taps are turned off. The Estate Office is open until 8pm this evening and from 10.30am – 12.30pm tomorrow.

Customers that need to be reconnected outside of these times can call us on 0303 123 1890 to arrange for your water supply to be restored.

Drinking water   

Please remember that the water supply currently available is not suitable for drinking. We will continue to provide bottled water to all customers until the water supply has been tested and we can confirm it is safe to drink. You can request additional water to be delivered to you by calling the site security team on 07904 477158.

We expect to be able to confirm the water is suitable for drinking early next week.

Returning home

Customers in hotel accommodation should now return home. All remaining hotel bookings will end tomorrow, so please speak to the reception team at your hotel to confirm check out times.

Don’t forget you can reclaim any reasonable travel costs you incur for returning to your home. You can visit the Estate Office for more details on how to do this.

Disruption payment

Cheques for the first disruption payment can still be collected from the Estate Office. Please ensure you bring a form of photo ID with you so we can make sure we’re issuing the cheque to the right person.

We are making arrangements for the further disruption payment we previously advised you of. We will provide you with more information regarding this additional payment next week.

Estate Office opening hours

The Office will be open until 8pm this evening, and from 10.30am – 12.30pm tomorrow to assist customers returning from hotel accommodation.

From next week the office will return to its usual opening times:

Monday           9am – 1pm
Wednesday     2pm – 5pm
Thursday         9am – 1pm

Thank you

We are very sorry for the disruption you experienced and greatly appreciate the patience and understanding you gave us as we worked to restore your water supply.

Regards,
Your Guinness Team



Thursday 26 October

Water supply update

We have now restored the water supply to all blocks.

If you have not yet had your water supply reconnected please visit the Estate Office to confirm your taps are turned off. The Estate Office is open until 8pm this evening and from 9am tomorrow.

Drinking water   

Please remember that the water supply currently available is not suitable for drinking. We will continue to provide bottled water to all customers until the water supply has been tested and we can confirm it is safe to drink.

The water is currently being tested and we will contact you when it has been confirmed the water is once again suitable for drinking.

Returning home

Customers that chose to stay in hotel accommodation can now return home. To make it easier for you, hotel reservations have been extended until Saturday 28 October, so you should speak to your hotel reception team to confirm your check out time.

Don’t forget you can reclaim any reasonable travel costs you incur for returning to your home. You can visit the Estate Office for more details on how to do this.

Onsite toilet and shower facilities

Now water has been restored to all homes we are preparing for the toilet and shower facilities to be removed so these are no longer available for use.

Disruption payment

Cheques for the first disruption payment can now be collected from the Estate Office. Please ensure you bring a form of photo ID with you so we can make sure we’re issuing the cheque to the right person

We are making arrangements for the further disruption payment we previously advised you of. We will provide you with more information regarding this additional payment next week.

Thank you

We are very sorry for the disruption you experienced and greatly appreciate the patience and understanding you gave us as we worked to restore your water supply.

If you have any questions or need any help, please visit the team at the Estate Office, which will be open from 9am – 8pm until Friday.

Regards,
Your Guinness Team



Wednesday 25 October

Water supply update

We have now restored the water supply to all blocks.

To allow us to reconnect the water supply to your home you will need to visit the Estate Office to confirm your taps are turned off. The Estate Office is open until 8pm this evening and from 9am tomorrow.

Drinking water   

Please remember that the water supply currently available is not suitable for drinking. We will continue to provide bottled water to all customers until the water supply has been tested and we can confirm it is safe to drink.

The water is currently being tested and we will contact you when it has been confirmed the water is once again suitable for drinking.

Returning home

Customers that chose to stay in hotel accommodation can now return home.

Don’t forget you can reclaim any reasonable travel costs you incur for returning to your home. You can visit the Estate Office for more details on how to do this.

Laundry service

Now water has been restored to all homes the free laundry service will no longer be available. Any laundry that has already been collected will be cleaned and returned to you, but no further collections will be made.

Disruption payment

Disruption payments are ready to be collected from the Estate Office now. Please ensure you bring a form of photo ID with you so we can make sure we’re issuing the cheque to the right person.

Thank you

We are very sorry for the disruption you experienced and greatly appreciate the patience and understanding you gave us as we worked to restore your water supply.

If you have any questions or need any help, please visit the team at the Estate Office, which will be open from 9am – 8pm until Friday, and from 9am – 5pm on Saturday and Sunday.

Regards,
Your Guinness Team



Tuesday 24 October

Water supply update

We have now installed the parts required to restore the water supply to all remaining homes.

We are now able to reconnect the water to all homes in Tennyson House, Maitland House, Aubin House, Clemoes House and Giddens House.

Customers in these blocks need to visit the Estate Office to confirm their taps are turned off before we can reconnect the water supply to their homes. The Estate Office is open until 8pm this evening and from 9am tomorrow.

We will work quickly to reconnect your home once you have confirmed your taps have been turned off, however please bear with us as it will take a little time to connect everyone.

Drinking water

Please remember that the water supply currently available is not suitable for drinking. We will continue to provide bottled water to all customers until the water supply has been tested and we can confirm it is safe to drink.

We will be testing the water soon and will contact you when it has been confirmed the water is once again suitable for drinking.

Disruption payment

Disruption payments will be available for collection from the Estate Office from 10am tomorrow. More information about this is available in the accompanying letter.

Ongoing work

As we complete the work to restore water to all customers’ homes we will also need to carry out some further work over the next few weeks to resurface areas that were recently excavated.

Thank you

We appreciate your patience as we complete our work to restore the water supply to the remaining homes and complete the resurfacing. We hope to complete this work very soon and will confirm when all blocks have been fully reconnected.s

We apologise for the disruption you are experiencing while we work to restore your water supply.

If you have any questions or need any help, please visit the team at the Estate Office, which will be open from 9am – 8pm throughout this week.

Regards,
Your Guinness Team


Your disruption payment

We are very sorry for the difficulty and inconvenience you have experienced while we have been working to restore the water supply at Loughborough Park.

We know that this situation has been very disruptive and we would like to thank you for the patience and goodwill you’ve shown while we’ve been working to restore water to everyone’s homes.

As previously advised, we are making a disruption payment to all residents.  Based on your feedback, this payment is for an amount equivalent to your rent and service charges for the period during which homes have been without water.

Collecting your payment

The disruption payment relating to the first two weeks during which you were without water will be available from tomorrow. The payment is being made by cheque and can be collected from the Estate Office from 10am. The Estate Office will be open until 8pm tomorrow evening and from 9am – 8pm until Friday.

Please ensure you bring a form of photo ID with you so we can make sure we’re issuing the cheque to the right person.

We will make a further payment when water has been fully restored, which we now believe to be imminent.

Expenses

We understand that you may have had to pay for some things as a result of the disruption to your water supply.

Though we have done everything we can to help minimise the disruption to you, we want to make sure you are not unreasonably impacted by additional costs during the time that you have been living without, or with an intermittent, supply of water.

To help with this, we will repay any reasonable costs that you have incurred since Saturday 7 October. You will need to provide detail of what the costs were for, as well as provide receipts as proof of purchase.

Please speak to a member of the team at the Estate Office for help with reclaiming your costs. If you are unsure, the team will be able to provide information on what costs can reasonably be reclaimed.

Any questions?

If you have any questions please speak to a member of the team at the Estate Office. They are available from 9am – 8pm Monday – Friday, and 9am – 5pm on Saturday or Sunday. The team will also be able to help you with any questions you have while we continue work to fully restore water to all homes.

Once again, we are sorry for the continuing disruption and will update you as our work progresses.

Regards,
Your Guinness Team



Monday 23 October

Water supply update

We have now been able to survey the remaining parts of the water system that have not yet been reconnected. We are pleased to report that the preliminary results of this survey indicate there are no further leaks.

We are therefore hopeful that it will be possible to reconnect homes in the remaining blocks without issue later this week.

The next step is to begin installation of the parts that were ordered on Friday, which we expect to arrive onsite on Tuesday.

Once this is complete we will perform a series of tests to check the stability of the water system. The results of these tests will dictate how quickly we are able to reconnect the remaining blocks, which is why we cannot yet provide a specific timescale for this work to be completed.

Reconnecting your water supply

Any customers in Maud House, Littlewood House, Lacastra House, Fishwick House or Ammon House who have not yet confirmed they have turned off all taps so we can restore their water supply should visit the Estate Office today before 7.30pm, or from 9am on Tuesday.

It will still be necessary for us to interrupt the water supply to these blocks from time to time as we continue to install parts to, and test, the remainder of the system. We are sorry about this and will try to keep these interruptions to a minimum.

Disruption payment

We are still preparing your disruption payment. We will provide more information tomorrow, and confirm to you when it will be available.

Thank you

We appreciate your patience while we continue the work to reconnect the water supply for all remaining homes.

We apologise for the continued disruption and look forward to providing more detailed information tomorrow. If you have any questions or need any help, please visit the team at the Estate Office, which will be open from 9am – 8pm throughout this week.

Regards,
Your Guinness Team

Please note:
When the water supply is initially returned to your home it will not have been confirmed as suitable for drinking. Guinness will continue to provide bottled water for all customers until the water supply has been tested and we can confirm it is safe to drink.



Saturday 21 October

Water supply update

Our work to excavate the additional leaks we identified has now been completed. We have ordered specialist parts that are required to fix these leaks, so no further work can be completed until these parts have been delivered.

We hope to receive these parts early next week. We are very sorry that it will not be possible to reconnect the water supply to any additional blocks until they have been installed and we have completed necessary tests.

As we have now completed the planned excavation work, no further work or testing is necessary this weekend. This means the water supply that is available in Maud House, Littlewood House, Lacastra House, Fishwick House and Ammon House should be available constantly, until we begin further work on Monday morning.

Any customers in these blocks that have not yet confirmed they have turned off all taps so we can restore their water supply should visit the Estate Office today before 5pm, or on Sunday between 9am – 5pm.

Reminder

We are continuing daily delivery of bottled water to all customers, and all other additional supplies continue to be available from the Estate Office.

We’d also like to remind you that a free laundry service is available. Customers can collect an empty laundry bag and label from the Estate Office. Laundry bags collected on Saturday or Sunday will be collected from you after 9am on Monday, washed and be delivered back to you from 11am on Tuesday.

If there is anything we can do to provide additional help to you as we continue work to restore the water supply to all homes please let us know. The team will be available until 5pm this evening and from 9am – 5pm on Sunday.

We are sorry for the continuing disruption and will provide you with a further update on Monday.

Regards,
Your Guinness Team

Please note:
When the water supply is initially returned to your home it will not have been confirmed as suitable for drinking. Guinness will continue to provide bottled water for all customers until the water supply has been tested and we can confirm it is safe to drink.



Friday 20 October

Water supply update

We are pleased to confirm that an intermittent water supply is now available to all customers in Maud House, Littlewood House and Lacastra House. This is in addition to Fishwick House and Ammon House.

Once again, all customers in these blocks need to confirm they have turned off all taps before water can be restored. Please contact our Estate Office before 7.30pm this evening, or between 9am – 5pm on Saturday or Sunday, so we can restore your water supply.

As we previously advised you, we identified further leaks and because of these we are unable to reconnect the remaining blocks at the moment. We are working hard to repair these, and we will let you know when it is possible to reconnect these blocks.

Our work will be continuing throughout the weekend. As part of this we will have to disconnect the water supply to homes that have been reconnected from time to time.

The work requires deep excavation work in several places over the next few days. We apologise for the noise and disruption this may cause.

Disruption payment

The repair work that is needed has proven more complex than anticipated, which is why it is taking longer to complete than expected.

Initially we had planned to provide a disruption payment to you once all repairs had been completed. As this work is still ongoing we will make an interim payment to you.

This interim payment will be equivalent to two weeks’ rent. Cheques are being prepared now and we will notify you early next week when they are available to be collected from the Estate Office.

A further payment will be made to you once all work has been completed.

We apologise for the disruption our continuing work is causing you. Please speak to the team onsite if you need any additional help.

Regards,
Your Guinness Team

Please note;
When the water supply is initially returned to your home it will not have been confirmed as suitable for drinking. Guinness will continue to provide bottled water for all customers until the water supply has been tested and we can confirm it is safe to drink.



Thursday 19 October

We have now been able to restore intermittent water supply to Fishwick House and Ammon House.

Customers in each of these blocks need to confirm they have turned off all taps before water can be restored. Please contact our Estate Office before 7.30pm this evening so we can restore your water supply.

Water supply to these blocks will need to be disconnected again at certain times over the next few days in order to carry out the work necessary to restore the water supply to the rest of the estate.

As advised yesterday, we have identified further leaks in the pipework which prevent us from restoring supply to the rest of the estate at the moment.  Further testing is needed to ensure we have identified the severity of these, and this will be carried out tomorrow (Friday).

Subject to the results of this further testing, we hope to be able to restore water to additional blocks over the weekend, although this supply will also be intermittent as we carry out work needed to fix these further leaks.

We do understand that this is far from ideal. But we believe it is better to provide some intermittent supply where we can while we work to resolve the issues.

We are very sorry indeed for the ongoing disruption.  The problems are more complex than were foreseen, and this is why it is taking longer to repair than anticipated.

Once again, we assure you that we are doing everything we can to restore the water supply as quickly as possible.

Please accept our sincere apologies and if there is any additional help you need please contact the estate office.

Regards,
Your Guinness Team

Please note;
When the water supply is initially returned to your home it will not have been confirmed as suitable for drinking. Guinness will continue to provide bottled water for all customers until the water supply has been tested and we can confirm it is safe to drink.



Wednesday 18 October

We are really sorry that we have not been able to restore your water supply today.

We have installed replacement parts and conducted a series of tests to check the pressure and stability of the water supply system.

These tests indicated there are leaks elsewhere in the system that need to be repaired. We will continue to work with our contractors and a specialist team to repair these as fast as possible.

Unfortunately it wasn’t possible to identify the additional leaks until the system was pressurised as part of today’s testing process.

We will provide you with a further update tomorrow.

If there is anything we can do to help support you while we continue our work to restore water to your homes please let us know.

If you have any questions please speak to a member of the estate team, who will continue to be onsite until 8pm this evening.

Again we are truly sorry for the ongoing disruption and inconvenience. We assure you we are doing everything possible to restore the water supply as quickly as we can.

Regards,
Your Guinness Team



Tuesday 17 October

We’re writing to give you an update on the work to restore the water supply to Loughborough Park.

By Wednesday afternoon we hope to have completed the installation required and then be in a position to start a series of tests on the water supply. These tests are complex and will take several hours.

We aim to have completed all tests by Wednesday evening and we hope it will then be possible to begin restoring the water supply to all homes gradually.

We must emphasise that these timings are an estimate and are dependent on the successful completion of all testing. We will provide you with an update on our progress tomorrow afternoon.

If you are staying in hotel accommodation we will let you know when the water supply has been fully restored so you can plan your return home.

It is important to remember that once the water supply has been restored it will not immediately be suitable for drinking. Guinness will continue to provide bottled water until we have tested it to confirm it is drinkable. Until then you should only use the water for washing or cooking, if boiling the water first.

We are very sorry for the inconvenience you’re experiencing. We really appreciate the patience you have shown as we get closer to the problem being fixed. If there is anything we can do to help support you while this work is being completed please let us know.

If you have any questions please speak to a member of the estate team, who will continue to be onsite until 8pm each evening.

Regards,
Your Guinness Team



Monday 16 October

On Tuesday we will begin work to restore the water supply to your home. This will involve a series of tests to ensure the system operates as expected, during which water may become available for brief periods.

Before this work begins it is important that you ensure all sinks are clear and no taps have been left on while water has been unavailable. Any taps left on during the testing period may cause flooding or damage to your home.

Please ensure all taps have been turned off and sink plugs are removed as soon as possible to avoid the risk of damage to your home.

It is also important that you do not drink any water from the taps. Guinness will continue to provide bottled water for you until the water supply has been tested and we can confirm it is safe to drink.

Any customers that are concerned about the risk of flooding or damage to their homes during the testing period should speak to a member of the onsite team.

Once again we apologise for the inconvenience this issue is causing you and hope to have it resolved very soon.

Regards,
Your Guinness Team



Saturday 14 October

Shower facilities at Brixton Recreation Centre

The Brixton Recreation Centre has confirmed that customers are also able to use their shower facilities until the water supply has been restored.

The Recreation Centre is open Monday to Friday 6.30am – 10pm, and 8am – 8pm on Saturday and Sunday.
Customers will need to take their own towel and toiletries. On arrival customers should let the reception staff know they are a Loughborough Park resident to be admitted.



Friday 13 October

We would like to give you an update on what we’re doing to restore the water supply to your homes and ensure you know about all the help that is available to you in the meantime.

FIXING THE PROBLEM

We have identified the cause of the problem. We are now waiting for the specialist parts so we can fix it as soon as possible. We expect the parts to be delivered on Tuesday and we hope the water supply will be available to use for washing and cleaning on Wednesday. Bottled water will continue to be provided until we have confirmed the water is safe to drink.

Our supplier and contractor fully understand the urgency of this work and are co-operating with us to ensure this work is completed as quickly as possible.

We must stress however that these are estimated timescales. We cannot be certain of when the water supply will be fully restored until the new parts have been installed.

WHAT IS GUINNESS PROVIDING?

Staying in hotel accommodation

We are offering everyone the option of moving into hotel accommodation temporarily until the water supply is restored.

If you choose to move into hotel accommodation we will:

  • Pay for you to stay in hotel accommodation as close to your home as possible.
    Please note this will be subject to hotel availability, so some travel may be required.
  • Pay for taxis to take you and your family to your hotel accommodation.
  • Reimburse you for any hotel parking fees.
  • Pay for you to use the hotel laundry service.
  • Pay all reasonable costs for meals, including soft drinks, provided for you at the hotel.
  • Reimburse all reasonable costs for meals purchased, including soft drinks, if your hotel does not provide them.

You can ask us to arrange hotel accommodation at any time by calling us on 0303 123 1890.

Staying at home

If you prefer to remain in your home we are:

  • Providing daily deliveries of bottled drinking water.
  • Providing water from a large water tank and six stand pipes around the estate.
  • Providing a daily laundry service (via the main office).
  • Providing some household items including sanitiser, dry shampoo, disposable plates and cutlery.
  • Providing temporary toilets and showers

If you would like these items delivered to your home please speak to a member of the onsite team.

Please let us know if you need help carrying water or if there are other items that you feel would be useful.

Disruption payment

We will be making a payment to you because of the disruption and difficulty you have experienced over the last few days. The payment you receive will be equivalent to the rent charged while the water supply has been unavailable.

To minimise your inconvenience we will be arranging a payment to you in the next few days. We will be in touch with you soon to let you know how this will be done.

This weekend

The Guinness team will be onsite throughout the weekend to provide you with any additional support or information you require. We will continue to have regular deliveries of water and household items throughout the weekend. Please visit the estate office if there is anything you need.

Once again, if you need help carrying water to your home please let us know.

Keeping you updated

We will continue to provide you with on this page, as well as providing you with alerts via text to your mobile phone. If you have any questions you can of course speak to a member of the team onsite, or call us on 0303 123 1890.

There will be answers to Frequently Asked Questions on the website later today at www.guinnesspartnership.com/loughboroughFAQ. These will be continually updated as more information is available.

Once again we apologise for the disruption you are experiencing. We really appreciate your patience while we work to restore your water supply and will continue to provide you with the latest updates as quickly as possible.

Regards,
Your Guinness Team



Thursday 12 October

We would like to update you about the work we’re doing to restore the water supply to your homes.

The problem

Yesterday evening we were informed that the problem has been caused by a surge in pressure within the pipes. This caused a number of joints within the system to fail and so these now need to be replaced.

Fixing the problem

We are working with the supplier to arrange urgent delivery of replacement parts so we can begin the process of installing the new pipework as soon as possible.

While we wait for the arrival and installation of the replacement parts you may notice less activity onsite, but rest assured we are working extremely hard behind the scenes to prepare for the installation of the new joints.

Alternative accommodation

While this work is being done customers may prefer to temporarily move to hotel accommodation – paid for by us – until the water supply has been restored.

If you feel this would be the best solution for you please call us on 0330 123 1890 to discuss your needs and we will make the necessary arrangements.

If you would like us to also provide transport to the accommodation please speak to one of the Guinness team onsite to make arrangements

Extra costs

We understand that being without water supply to your home for so long is very disruptive. To help with this, we will reimburse you for reasonable costs you’ve incurred since last Sunday as a result of the problems with the water supply. This includes costs such as launderette charges, and bottled water you have bought yourself.

If you’re unsure whether particular costs can be refunded to you, please speak to one of the team onsite for more information. To assist us with this it would be helpful if, where possible, you could provide receipts for your expenses. More details on how to send your expenses to us will be provided soon.

Disruption payment

We recognise this situation is difficult. To reflect this, each customer will receive a payment equivalent to the rent charged during the period water has been unavailable.  We will arrange for this payment to be made once the water supply has been restored.

We will continue to provide further updates via our website and on Twitter

Regards,
The Guinness Team



Wednesday 11 October

We’d like to apologise for the ongoing issue with the water supply at Loughborough Park.  We are continuing to work hard with our contractors to find the quickest way to resolve the problem, which we believe is being caused by a damaged underground pipe. We’ll provide you with more information and details of when it will be fixed, as soon as we possibly can.

While this work continues we have taken a number of actions to help you deal with the immediate issues you face.  We have:

  • Delivered bottled drinking water to every home.
    We will continue to deliver bottled water until the water supply has been fixed.
  • Provided a water tank to provide drinking water, which is located to the front of Giddens House.
  • Installed six stand pipes to be put in place to the side of Fishwick House.
  • Installed toilets (including wheelchair-accessible toilets) throughout the estate
  • Arranged for portable showers to be onsite as soon as possible, which will be available soon.

We understand some customers may be concerned about the location of the toilets. We have tried to place them as far from customers’ homes as possible, but need to make sure they’re easily accessible. If we receive feedback from customers that these toilets aren’t needed we will consider removing them.

We have now been able to speak to  most customers to offer additional help. If you feel you need extra assistance or would like alternative accommodation, you should call us from 8am on Thursday on 0303 123 1890.

Once again, we apologise to our customers for the loss of water supply to your homes and the inconvenience caused.  We thank you for your ongoing patience and will be in touch soon to discuss compensation arrangements.

We will continue to have staff available onsite and will also provide updates via this page.

Regards,
The Guinness Team

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