Belfast Telegraph

Monday 22 December 2014

NI Water’s crisis plan ‘a monumental failure’

People wait in line at Avoniel leisure centre in east Belfast with empty bottles to get drinking water  December 29, 2010.
People wait in line at Avoniel leisure centre in east Belfast with empty bottles to get drinking water December 29, 2010.
Lorries from Scotland, carrying 160,000 litres of bottled water, arrive at Larne harbour
12 year old Karl Barr from County Antrim loading his family car with the last few crates of bottled water at NI Water in Ballymena
Pacemaker Press 28/12/10 Bottles of water are filled up outside Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Bottles of water are filled up outside Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10Kelly and Anne Marie Murphy fill up Bottles of water outside Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Bowsers are filled up outside Westland House in North Belfast after homes across Belfast run out, They will be brought to 5 sites across Belfast so people can get water Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Bowsers are filled up outside Westland House in North Belfast after homes across Belfast run out, They will be brought to 5 sites across Belfast so people can get water Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Water storage units have run out at Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Tempers flare as families queue for the last few crates of bottled water at NI Water in Ballymena
Alan Lewis - PhotopressBelfast.co.uk 28/12/2010Mandatory Credit - Picture by Justin KernoghanFamilies queueing for the last few crates of bottled water at NI Water in Ballymena today. NI Water in Ballymena ran out of bottled water after lunchtime today. The thaw is revealing an unprecedented number of burst water pipes.Thousands of homes and businesses in Northern Ireland are still without water on Tuesday.Northern Ireland Water has said it is dealing with interruptions to supplies across a number of areas as a result of the severe weather and ongoing thaw.An unprecedented number of leaks caused by the thaw have been putting "big pressure" on its systems.NI Water is giving out bottled water but there is growing criticism of the company's performance.
Alan Lewis - PhotopressBelfast.co.uk 28/12/2010Mandatory Credit - Picture by Justin KernoghanFamilies queueing for the last few crates of bottled water at NI Water in Ballymena today. NI Water in Ballymena ran out of bottled water after lunchtime today. The thaw is revealing an unprecedented number of burst water pipes.Thousands of homes and businesses in Northern Ireland are still without water on Tuesday.Northern Ireland Water has said it is dealing with interruptions to supplies across a number of areas as a result of the severe weather and ongoing thaw.An unprecedented number of leaks caused by the thaw have been putting "big pressure" on its systems.NI Water is giving out bottled water but there is growing criticism of the company's performance.
©Press Eye Ltd - Northern Ireland 28th December 2010Northern Ireland water office in Portadown are giving away water to residents from the Armagh area who have been without for the last 24 hours..Stephanie Shaw from Armagh collects some water.Picture Stephen Hamilton /Presseye.com
Alan Lewis - PhotopressBelfast.co.uk 28/12/2010Mandatory Credit - Picture by Justin KernoghanFamilies queueing for the last few crates of bottled water at NI Water in Ballymena today. NI Water in Ballymena ran out of bottled water after lunchtime today. The thaw is revealing an unprecedented number of burst water pipes.Thousands of homes and businesses in Northern Ireland are still without water on Tuesday.Northern Ireland Water has said it is dealing with interruptions to supplies across a number of areas as a result of the severe weather and ongoing thaw.An unprecedented number of leaks caused by the thaw have been putting "big pressure" on its systems.NI Water is giving out bottled water but there is growing criticism of the company's performance.
Queueing up for water are these Coleraine residents at Captain Street were a five hundered year old fountain flows whole year round.PICTURE MARK JAMIESON.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mrs Janet Doran in tears as she talks to Deputy First Minister Martin McGuinness, after raw sewage had flooded through her home on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mrs Janet Doran, (left), and Mrs May Maye discuss their problems after sewage had flooded through their home on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mrs May Maye's kitchen after raw sewage had flooded through her home on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Maurice Magill explains the problems residents like Mrs May Maye, are facing to Deputy First Minister Martin McGuinness, after raw sewage had flooded through a terrace of homes on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mr Arthur Doran with property destroyed in his home after sewage had flooded through it on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mrs Janet Doran breaks down in tears as she talks to Deputy First Minister Martin McGuinness, after raw sewage had flooded through her home on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Alan Lewis - PhotopressBelfast.co.uk 28-12-2010Mr Arthur Doran with property destroyed in his home after sewage had flooded through it on boxing day at Elmwood Terrace, in Lurgan. The residents of the County Armagh housing estate have expressed anger after the sewage had flooded through their homes saying today that still no-one from NI Water had come to the Shankill estate in Lurgan despite repeated requests for help. Upper Bann MLA John O'Dowd said the response had "not been good enough" and added that he would be asking "serious questions" of the company. NI Water has said it is doing as much it can to help those affected by the "unprecedented" problems. The problem at the row of houses at Elmwood Terrace was caused by overflowing drains unable to cope with the thawing ice.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Presseye.com - Belfast - Northern Ireland - 28th December 2010. Picture by Matt Mackey/Presseye.com - Belfast.General views from NI Waters Westland base as members of the public come to pick up bottles of water.
Pacemaker Press 28/12/10 Bottles of water are filled up outside Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Water storage units have run out at Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10Kelly and Anne Marie Murphy fill up Bottles of water outside Westland House in North Belfast after homes across Belfast run out Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Tesco's in Yorkgate sells out of water due to the high demand with homes across North Belfast out of water Pic Colm Lenaghan/Pacemaker
Pacemaker Press 28/12/10 Tesco's in Yorkgate sells out of water due to the high demand with homes across North Belfast out of water Pic Colm Lenaghan/Pacemaker

Northern Ireland Water’s plan for tackling the burst pipes crisis was inadequate and not fit for purpose, a highly critical report by a leading consumer watchdog has concluded.

The damning report from the Consumer Council said the fiasco — which saw 40,000 customers left without water — became a crisis after a series of “monumental” failures.

It found there were “many gaps” in NI Water’s major incident plan, concluding it was “neither adequate or fit for purpose”.

The problems experienced |by customers without water were, it continued, made worse by a lack of sufficient and correct information.

It claimed the overwhelming view of consumers was that NI Water had done too little, too late.

The chief executive of the Consumer Council, Antoinette McKeown, said there was widespread anger at how the crisis had been handled.

“NI Water’s failings were on a monumental scale throughout Christmas and the New Year — many consumers lost a precious holiday with family and friends,” she said.

The fiasco was sparked by a sudden thaw in temperatures following days of freezing weather.

Around 40,000 customers |were left without water — some for up to a fortnight.

Thousands of people said |they were unable to get through on NI Water’s phoneline and |experienced difficulties with the company’s website.

The report said NI Water’s major incident plan failed to deal effectively with issues such as co-ordination between public |support agencies, communication with customers and ensuring |people most at risk received adequate support.

It noted that on December 28 there were 403,420 attempts to get through to NI Water’s customer relations centre. However, just 3,344 of these calls — less than 1% — were answered.

The report said consumers were frustrated by the lack of and |quality of information.

A spokesperson for NI Water said it would consider the report.

“NI Water is presently involved in contributing to a number of reviews and investigations surrounding the recent freeze thaw incident,” she said.

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