Yes, they have been fully aware of the issue which had been ongoing for 2 years. During that time they had sent 4 technicians at different dates to investigate the low water pressure supply and then would never get back to me nor keep me updated. I have had to chase them up repeatedly, and it was only with the help of 'Consumer council for water' and Sophie Adamou from the thames water customer relations department that persuaded them to connect our water connection in the end.
The technicians who had comed down to inspect the water pipes had instructed myself to upgrade the supply pipe within my boundary and then contact them to arrange the connection. This has now been resolved but the issue of compensation me for my costs has now arisen.
The main problem with Thames Water is that they have a call centre facility in place, so everytime I contact them, I am always tend to talk to a different person in the department. This does not help nor speed up the situation as they refuse to let me speak to the same person directly.
All notes from our conversations are recorded on their system for which I have asked for all the telephone correspondence and they have now posted them onto me. However, the correpondence they have sent on appears to be really vague and does not address all the issues I have complained to them about in our conversations.
I have given them every opportunity during the two years to fix my water connection for which they have now fixed. However the main issue here is that I dont think they will be looking to give cover the whole amount that i am asking for. They have indicated that they may be willing to compensate me for the boiler but they dont intend to compensate me for the costs of laying out the new pipes. However, the issue here is that I would not have needed a new water connection, nor would i have had to purchase new water pipes if the supply from the rear garden wasn't a low water pressure supply of water to the property. I have done everything under their guidance and advice. If i had known that i would not have been compensated for these costs then i probably wouldnt have bothered with the new connection to start with.
My costs up to date are £5200 as mentioned in the first message.