Northumbrian Water won't compensate Darlington residents

Northumbrian Water has confirmed residents in Darlington will not receive any cash or credit back after a "boil notice" was issued for the town, earlier this week.

An issue at Broken Scar Treatment Works had meant around 31,000 residents were left unable to safely drink, cook or brush their teeth without boiling the water first.

Described as a "technical fault," the safe use of water was disrupted in postcodes right across the town from Tuesday until around midday on Thursday.

The Broken Scar treatment works Picture: SARAH CALDECOTT

In a statement online, the water firm apologised for any "inconvenience" or "concern" caused, but said the timeframe did not meet its requirement for compensation.

Read more: Furious Darlington residents hit out at delay in asking people to boil tap water 

Describing a technicality which suggests compensation will only be paid if disruption lasts for longer than three full days, it said: "The issues we have been experiencing over the past few days are incredibly rare for us and our customers and we are very sorry for any inconvenience or concern that this has caused local people, businesses and communities.

"To try and help customers during this time, and while the boil notice has been in place, we have been providing bottled water to local schools, colleges, nurseries and supporting priority service customers.

Broken Scar in Darlington

"Because the precautionary boil notice was introduced on Tuesday, February 1 and lifted on Thursday, February 3, then it does not meet the 72 hour requirement for compensation set out in our customer charter and so we will not be providing compensation payments for customers."

But the decision is likely to prove unpopular as the company's response to the water issue was this week described as "shambolic" by councillors in the town.

Meanwhile residents were critical, claiming they did not find out an urgent warning had been issued until several hours after the alarm was first raised.

John Watson, of Teesdale Avenue in Darlington, did not find out that they were at risk until his wife spotted the post on social media.

Read more: Northumbrian Water's response to Darlington water contamination branded 'shambolic'

Explaining their frustration, they said: “We’re very annoyed about it, particularly the delay in informing us. We didn’t find out until last night when my wife saw it on social media.

“They could have had it on the morning news if they tried hard enough bit as it was we were drinking potentially harmful water all day.

“I can imagine for someone who is a bit more vulnerable it could have been a problem. We’re in our late 70s but we’re in quite good health.”

Concerns ranging from timeframe taken to resolve the issue to the fact some felt they had no option but to purchase water bottles have been raised.

Resident Rebecca Wigham said that shelves had been left empty following the urgent warning, but said family members had been forced to buy bottled water.

She said: "Not ideal that we are all at home with Covid and needing to drink loads.

"Can’t get the water boiled and cooled quick enough. Family have managed to get us some bottled water but most shelves are empty."

But in an additional statement online, Northumbrian Water also confirmed Darlington residents would not be reimbursed for any water bottles paid for by the customer. 

It said: "As customers were able to consume water after boiling, we will not be providing reimbursements for bottled water at this time."

The fault at Broken Scar affected those living in DL1, DL2 and DL3 postcodes and was due to water leaving the works without the correct level of disinfection.

Northumbrian Water previously said it was "extremely sorry" for the disruption and that it thanked residents for their support.

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