Welsh Water has apologised to a Bryncoch man after admitting its contractors caused a leak outside his home, then telling him it was his responsibility to fix it.
Nigel Fullick, 64, said workers for the company first visited an area outside his bungalow in July to fix a leak, which was successfully completed. However, in doing so, the workers acknowledged that they had created a new leak, causing water to flow directly down his path.
The company later informed Nigel that the leak was not their problem, and sent him a letter stating that he would need to “investigate and repair” the issue himself.
Fall and frustration
Nigel, who has knee and heart issues, said workers also left the ground uneven, which resulted in him suffering a fall. “They’ve made my life a misery,” he said.
After WalesOnline contacted Welsh Water on Wednesday, a spokesman apologised to Nigel, while the company arranged for the issue to be rectified. The spokesman added: “This service clearly fell below the standards we expect.”
Speaking to WalesOnline on Wednesday, Nigel said: “I have a long drain right along the full length of my bungalow to stop any seepage from next door in the winter. Everything was great and then all of a sudden I could see a hefty amount of water dripping.
“I thought I must have a leak somewhere and thought it was odd due to the nice weather, so I reported it to Welsh Water. Two guys came out (on July 20) and told me I have a leak and that they will have to change the stopcock.”
Contractors' visit
Nigel said around July 24 two contractors visited to fix the issue. He said they cordoned off the pavement and dug a large hole in the ground outside his property.
“I went out and asked them if they wanted a cup of tea and I could see the copper pipe going from my bungalow, and a compression joint that joins two copper pipes together, and then [the pipe] going to the water meter,” he said.
Nigel said the workers fixed the leak, but he noticed another new leak which caused water to drip down the path to his bungalow.
He said: “[The worker] said: ‘We’re trying to fix this now,’ as it was four or five inches onto my boundary. Then he said they can’t fix it now as he’s on call tonight and needed to finish by 5pm so would need to leave it. He said they would be back to fix it.
“I said: ‘That wasn't leaking before,’ and he said they must have dislodged the pipe or something while they were fixing the initial leak.”
However, Nigel said that two days went by without him hearing anything from the company. He became concerned about the amount of money he might be wasting because the leak was connected to his water meter.
Letter and further issues
Then on July 26 Nigel said he noticed a Welsh Water van pull up outside his bungalow. Engineers informed him that the leak should never have been left as it was by the previous contractors, giving Nigel hope that the issue would now be treated as a priority.
Nigel said: “Two or three days went by and I saw a Welsh Water van outside. I asked: ‘Can I help you mate?’ and he said a report says it’s still leaking. I wasn’t being sarcastic but I said: ‘Yes mate, that's why there’s water in the hole.’
“He told me it should never have been left like this, that they should have put a new joint in and taped it with a special tape.”
Nigel said he was told that workers would need to come back to rectify the issue. Nigel said he requested they came when he was free so he could help to explain the issue.
However, on August 2 Nigel said he returned home to find that the hole had been filled in, but the leak had not been fixed. He said: “I took my mother to Caerphilly and by the time I got back they had turned up and they’d filled the hole over the live leak. It was still leaking and they knew it was still leaking, but they buried it. I was straight on the phone.”
Nigel said he phoned customer service around eight times over the next week or so. Although he said most of the staff members he spoke to were kind to him and escalated his complaint, Welsh Water’s response was that the leak was his problem because it was over his boundary.
WalesOnline has also seen a letter from Welsh Water to Nigel stating: “During our visit we confirmed that the leak is running at approximately 60 litres per hour. Unfortunately we were unable to pinpoint the exact location of the leak.
“Please note that the supply pipe and any internal fixtures and fittings are the homeowner’s responsibility to maintain and repair as they are not Welsh Water owned pipes.”
Speaking on Wednesday morning, he said: “They’re trying to say it’s not their problem now, that it’s my problem as it’s on my property. This water is going straight down my drain - and I’m paying for it. And I'm not letting it go because I’ve done nothing wrong. I just want it sorted.”
Fall and apology
Adding to Nigel’s upset is that he claims the workers left the pavement uneven, which resulted in a fall. He also has worries that he could slip on the leak itself, which has turned the path green and slippery.
He said: “Where they put the tarmac back, they've pushed down the [pavement] edging stone and the next edging stone is sticking up by about two inches. I tripped over this and went flying.
“It shook me up, I was shaking like a leaf. When I went down I put my hands forward because otherwise I would have smashed my miniature brick wall.
“I was alright but because I have artificial knees my knee swelled up a bit. I put a bit of ibuprofen gel on it. I was worried because if it dislodges, you have to go back into hospital for another operation - there’s no messing around.
“I reported this and said I’m okay but I tripped and fell, I just want it fixed because it’s dangerous. I said this is a priority.
“Then I had someone rude on the phone to me last Friday which caused me heart palpitations. I’ve never been treated like this in my life. I put the phone down to her, she was really rude.”
Nigel said the situation left him feeling worried and depressed. He said on Wednesday morning: “This has made me feel very, very depressed, very low. They’re not listening and they’re totally washing their hands of me.
“Customer care and health and safety is all out of the window. There was no health and safety, they’re not concerned about how I am - they just say it’s on my property so it’s all my problem.
“It’s terrible. They admitted on the day that they caused this issue. I don’t hear any of that now. As soon as I fell and I complained they’ve shut up shop and it’s all my fault now.”
WalesOnline contacted Welsh Water shortly after speaking to Nigel on Wednesday. A spokesman for the company responded that afternoon with an apology, stating that the contractor had provided incorrect information.
A different contractor was instructed to fix the leak and any damage caused. The spokesman stressed Nigel will not be charged for any additional water loss.
The statement reads: “We would like to apologise to the customer for the service they have received from Welsh Water and our contractors.
“Our investigation found that the contractor involved provided inaccurate information about the issue, resulting in the work being incorrectly recorded and the necessary repair not being completed.
“We have instructed another contractor to go to the property as a priority to repair the leak and make good any damage caused.
“We will also ensure that the customer is not charged for any additional water lost as this service clearly fell below the standards we expect.”
