Yorkshire Water has faced residents after supply problems left villages near Boroughbridge without water for three days.
Councillor Arnold Warneken arranged a community meeting in Marton-cum-Grafton on Thursday (20th August), bringing six representatives from the company face-to-face with residents.
Half of the village was reportedly without water for three days in July, forcing the pub to close, the shop to reduce services and children to be sent home early from school.
Residents later reported finding particles in their water and receiving conflicting advice about whether it was safe to drink or use in appliances.
Cllr Warneken said similar problems had been raised by residents in the Dunsforths, Whixley and Great Ouseburn.
The meeting heard that some vulnerable people on the Priority Services Register did not receive bottled water until the councillor intervened.
Residents also raised concerns about long waits on the phone, missed appointments, promised callbacks which did not happen and delays in water sampling.
A Yorkshire Water representative acknowledged that one resident’s four-week wait for sampling was “not acceptable”.
Representatives also confirmed that some call handlers had advised customers not to drink the water if they were unsure, despite the company previously stating that it had not issued “do not drink” advice.
Cllr Warneken said:
“I arranged this meeting because residents deserved answers. People had spent far too long chasing Yorkshire Water, waiting for callbacks and samples, and trying to make sense of conflicting information.
“When families are taking their children to swimming baths to wash or buying bottled water because they have lost confidence in their supply, we cannot simply accept business as usual.
“Customers are paying more for their water and have every right to expect a safe, reliable and consistent supply, with customer service to match.”
Yorkshire Water acknowledged human error in its handling of one incident and problems with its previous reporting system.
The company also confirmed that the ongoing water-quality problem was “not fully solved” and that metered customers required to flush their water would receive compensation.
Cllr Warneken added:
“They have heard what people have been through. Now we need action.
“If we have to meet again to discuss the same failures, I will regard that as a failure.”
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