Customer research lifts the lid on sewage stink in Camberley

CCW and Ofwat have published the results of research into customers’ experience of how Thames Water handled an incident in Camberley in 2023. Raw sewage was transported to Thames Water’s sewage treatment works in Camberley and left on site for several months. It left residents having to deal with an unbearable stench.

The research is part of a series in which Ofwat and CCW are listening to customers about their experiences when something goes wrong with their water provider

Key findings

• The incident had a big impact on residents living in the areas surrounding the treatment works, both physically and mentally. Many struggled to go about their daily lives as normal during the incident and were left feeling that they had ‘lost’ their summer. There is no respite from an odour incident – with very little people can do to avoid the odour as it consumes an entire area, both indoors and outdoors.
• Participants did not feel reassured that Thames Water was taking the problem seriously and that actions were being put in place to address the problem. Participants also sought reassurance that the odour was not harmful: some worried that the air pollution would affect them physically which left them feeling anxious.
• There was no communication at the start of the incident (when the odour became more noticeable in May/June) which led to speculation from participants. Some went to the extent of suspecting their own drainage systems and having engineers investigate (for some, at their own expense).
• Participants felt that Thames Water only acted due to pressure from councillors and high-profile local MP, rather than of its own accord.
• Participants received just one direct communication from Thames Water, which they felt came far too late in the incident (mid-August). They would have expected to receive communications throughout the incident, providing updates on actions taken and progress.
• Overall, participants were disappointed in how Thames Water dealt with the incident. From the start, participants felt Thames Water were not taking accountability for the issue and were trying to hide what was going on. Participants expected to receive a communication once the issue was resolved, with an apology and reassurance that this would not happen again; however, they did not receive this.