Watchdogs slam Thames Water's handling of summer of sewage stench in Camberley

Ofwat and CCW have condemned Thames Water’s handling of a summer 2023 incident in Camberley where thousands of local residents were subjected to months of stench from a sewage works. 

The report of findings from research into customers' experience of during the incident said the smell was “so strong that it caused various mental health impacts for residents and some reported physical problems.”

CCW chief, Mike Keil, said: “People’s anger and frustration is palpable having endured months of disruption to their daily lives, while being left with the impression Thames Water had gone into hiding. Much of this upset could have been avoided had the company kept residents regularly and clearly informed of what was going on instead of leaving a communication “black hole”. All the people affected deserve an apology and reassurance that this will never happen again as a first step to repairing trust in the company.” 

 The incident began in February and March of 2023, when raw sewage sludge was imported to Thames Water’s sewage treatment works in Camberley. The sewage remained untreated on site until September 2023 releasing a foul smell that permeated the surrounding community. 

The findings report described how residents “struggled to go about their daily lives given the difficulty of avoiding an odour that permeated both indoors and outdoors.” And the residents said they “did not feel reassured that Thames Water was taking the problem seriously and only eventually acted when under pressure from the local MP and councillors.” 

And the research reported frustration with the “poor communication from Thames Water, with some reporting they only received one update from the company throughout the whole period.” 

Once the situation was addressed, participants said they did not feel they received an adequate explanation or apology. Ofwat has told the company that they need to put this right. 

Senior director for casework, enforcement and customers at Ofwat, Lynn Parker, said: “Camberley residents were subjected to a miserable experience last year when a persistent foul stench stopped them enjoying the summer in the way they would have wished. Thames Water's handling of this incident and communication with customers was unacceptable. At the very least they deserve a proper explanation and apology and that should happen now.”