Warning to 16 million Thames Water customers as supply is 'on knife edge'

16 million customers have been warned with a major UK supplier's supply "on the brink". Thames Water has £23bn of assets that are in urgent need of repair and the supply of water to its 16 million customers is “on a knife-edge”.

The Guardian reported the company is in a worse financial state than previously admitted, and neither its managers or regulators appear to have grasped the perilous state of some of its reservoirs and pipes. “Operations have been hollowed out and cut to the bone,” a senior source at Thames said. “We’re putting the public at risk by failing to invest in the most basic needs.”

The supply of water to capital is on a “knife-edge”, insiders claim. A spokesperson for Thames Water said: “We take a rigorous approach to financial discipline throughout the company in order to operate within budget, as any business in turnaround would be expected to do.”

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A spokesperson for Thames Water said: “The wellbeing and safety of our colleagues and customers is our highest priority.” A Thames Water spokesperson said: “The wellbeing and safety of our colleagues and customers is our highest priority. We supply 2.6bn litres of water every day, rated among the highest quality of drinking water anywhere in the world.

“We’ve been very open about the ‘asset deficit’ we face, and the challenges we will have meeting future demand if it’s not addressed. That’s why we have set out an ambitious plan for 2025-30 which asks for £20.7bn of expenditure and investment with an additional £3bn through gated mechanisms, so that we can meet our customers’ expectations and environmental responsibilities.

“Further, we take our requirements to protect customers’ personal data and maintain essential services extremely seriously. We regularly review our systems to ensure their continued reliability.” An Ofwat spokesperson said: “The Guardian has raised a number of serious allegations about Thames Water. We will take action if there is evidence of breach of the company’s obligations.

“We have been pushing Thames Water to make significant improvements in its operational performance and financial resilience for some time. It is of course essential that all water companies provide a safe and reliable water supply. The company has made a request for a substantial increase in expenditure, including to address issues of asset health, as part of the current price review process. We are reviewing that request and the supporting information provided, and will announce our final decisions in December.

“In assessing the business case put forward by companies and in our enforcement work, we work closely with other regulators where needed and seek their views. This includes the Drinking Water Inspectorate in regard to security and cyber measures related to water services, and the Health and Safety Executive and National Cyber Security Centre on matters relating to safety and cybersecurity.”