We remain committed to reducing total leakage by 20.4% between 2020 and 2025. %PDF-1.5 % Click here. The information provided is, to the best of our knowledge, accurate, but may be subject to change from time to time. 0 Need the Thames Water contact number? SimonGres New Member. Thames Water will return 51m and Southern Water will return 28.3m. Top cold-weather tips. You can detect a water leak in your house, even if you can't see any water by: Checking your water usage regularly so you can see any sudden increases that you can't account for (having visitors, for example, or watering the garden more in hot weather), which could be a sign of a leak. Southern Water received the second-highest number of complaints. If they cant reach you by telephone, theyll write to you. Extreme weather events, like freeze-thaws. 23 November 2022 23 Nov 2022. . Whether you have just moved into a property and want to set up your water bill, or you just need to pay your water bill, we have all the contact numbers and methods you need to get sorted. Here are a few signs that you might have a leak: If you're a metered customer, you may notice an unexpected increase in usage. International Dispute Resolution Centre To make a payment or discuss a payment option, please contact a member of our billing team on0800 009 3665. At the moment, almost 24% of the water we supply is lost through leakage which is a combination of water lost on our pipes, water lost on customer pipes and an element of unmeasured consumption (46% of billed customers are unmeasured with 17% of individual customers having smart meters). 30 excess per completed repair. We'd love a chance to make things right and solve your issue. We are being pursued by Thames Water over a 1,000 bill which it alleges has accrued in six months. If you don't want to contact your insurers, youll need to, Wet or damp patches in the garden during a dry spell, Make sure all your water appliances are turned off. It is just at these times that Thames Water will need to increase the flow from the Mogden sewage works.. Call us on 0800 316 9800. The technician discovered that it was producing inflated readings and that it had been incorrectly installed. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. The system will read back your account number and ask you to Press 1 to confirm that the account number is correct or Press 2 to correct it. Email your.problems@observer.co.uk. An independent plumber would charge you much more than that. He is well versed in UK energy and broadband markets and now writes web content for our online visitors. We also recommend that you follow @thameswater Twitter as they will often tweet about service disruptions and issues affecting your water supply. Last week no one worked on the leak on Endwell Road. Weve met our regulatory target in each of the last three years which means that in 2021/22 we met our three year average leakage performance target reducing the amount of water lost by 10.2%. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Robert has been at selectra for over a year, and worked as one of our Expert Energy Advisors helping customers. This means we may serve you with legal notice under the Water Industry Act 1991, which gives us the power to carry out and charge you for repair works if you dont fix the leak yourself. If you're contacting us about your account, please include your account number. Our policies. "A major water leak has led to the closure of the A4142 westbound between Rose Hill Roundabout, Littlemore . Thames Water contact details/ phone numbers. You can still enjoy your subscription until the end of your current billing period. . Theyre often small, underground and hard to find. If this is the case, you need to get the water meter fixed. Journalists in 50+ countries follow the constant flow of money made and lost in oil & gas while General enquiries - 0843 636 6972; Thames Water social media. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Some tell-tale signs you have a leak are: Reduced water flow or pressure at your cold kitchen tap Magnus Grimond, from the swimming group, said the proposals were a significant threat to the fragile ecosystems of the river. 385 0 obj <> endobj A MAN was fuming after a water firm came to fix a leak outside his flat but instead left a huge hole and mounds of dirt on his doorstep. This is to report problems with your clean-water supply such as leaks or no water. The building of a new reservoir is not likely to happen until at least 2040 and Thames Waters plans to reduce leaks by 50% will not be achieved until at least 2050. organisation In both cases, if your question or query is about your account, it will be better to speak to a representative over the phone as the agents may not help with sensitive personal information. "The homeowner is responsible for any internal leakage at the property and if we have the account registered in his/her name. Posted. The first, an online Q&A, took place on 27 February. Thames Water Utilities Ltd (Thames Water) has today (22 March) been fined an unprecedented 20,361,140.06 in fines and costs for a series of significant pollution incidents on the River Thames . Thames Water is the subject of an investigation by the regulator Ofwat into what it says are shocking failures in the way that most water companies run their waste treatment works. We estimate leakage by comparing the volume of water we put into supply against the amount we estimate is being used. The hot and dry summer last year created an unprecedented 'soil . Your wastewater might be with a different company! Homeowners and new customers only. A Register reader got in touch after receiving an email purporting to be from the company and requesting that he re-register his online account. For your postcode, you must also say each letter and number one-by-one. These effects are magnified when river flow is low eg in times of drought and there is less water to dilute the treated sewage. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Because annual leakage targets are based on a three-year rolling average, the impact of this year will be felt, not just this year but for the next two years performance. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . Here are a few options to help you get it sorted. The assessments complete to date show that a scheme up to 100m litres a day would meet Environment Agency guidance. Thames Water was recently guilty of one of the most egregious lapses. Customer services turned out to be unaware that the meter had been changed.JB, London. Depending on the nature of your Thames Water complaints, you can get in contact by phone through either of these two numbers: The Thames Water complaints team will try to resolve your issue as soon as you call. Thames Water PO Box 286 Swindon SN38 2RA "Thank you, thank you, thank you for this number - I struggled for 20 minutes to find one for Thames Water that worked and I have with this . The Thames Water complaints email is: [emailprotected]. Option 3 is for new Thames Water customers who have moved into a property supplied by Thames Water. Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. The information does not represent formal annual regulatory reporting. Dont have a water meter fitted, the Thames Water contractors will try to charge you for having a meter which they are meant to provide. If you've got no water in the house, don't worry! Worried about your bill? Last modified on Sat 27 Feb 2021 00.14 EST. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Again, you will need to enter your Thames Water account number. Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. Anyway, yesterday we received a letter from Thames Water stating that they had not heard from us re the leak and that as it was a supply pipe leak we were liable for repairs/replacement. You can reach the CCW on 0300 034 2222. Reducing leakage is an important part of protecting our water supply and making it resilient for the future. For a full comparison of Standard and Premium Digital, click here. Thames Water Utilities Limited Registered in England and Wales. The 'You've got a leak' booklet they issued to us, which we need to read and agree to before consenting . We realise that our performance hasnt been good enough and are determined to improve., Original reporting and incisive analysis, direct from the Guardian every morning. Youll now be able to select your primary language and decide how you want the Google Translate extension to work. Dont miss our exclusive Were happy to speak to someone you nominate to act for you well just need you to give us permission to share your information with them. The Observer revealed last week how a 98-year-old woman with end-of-life care was sent a bill by Thames Water warning that she had used the equivalent of more than a million cups of tea over six months. Munira recently challenged the Government in Parliament on holding water companies to account on the leak issue. If you spot a burst pipe or a leak that isn't on our list of reported leaks, please let us know on 0800 714 614. tracking emerging trends and opportunities in the future of energy. Premium Digital includes access to our premier business column, Lex, as well as 15 curated newsletters covering key business themes with original, in-depth reporting. Thames Water has been hit with a record fine of 20.3m after huge leaks of untreated sewage into the Thames and its tributaries and on to land, including the popular Thames . Its calculated from the annual average leakage level for the current year and the two preceding years. Letters seen by the BBC show the annual bill from Thames Water could total up to 3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. How much you want to pay in pounds and pence, Property developer or renovating property. Environment "Water is a basic necessity of life" . The firm accounted for nearly half (47%) of all written complaints to water and sewerage firms in England and Wales last year. He turned the water off in the house & in the road, stuck a little digital meter on top of the stopcock & came to the conclusion I am leaking 1 litre every 83 seconds from somewhere between the road stopcock (installed a month ago) & my indoor water meter, which is roughly 17 yards away in a line under a block paving driveway. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. Calling our customer resolution centre on 0208 496 4197. Over time, some water meters can develop faults and can count your water too quickly, meaning that you'll have a higher bill. If so, your leak may already be covered, so it's worth checking this first. Check if your Twitter: @ThamesWater. Thames Water Utilities Limited, Clearwater Court, Vastern Road, Reading RG1 8DB. Germany also has a much better record of tackling leaking pipes than in the UK - with around 5 per cent of all water lost to leaks, compared with 20 per cent in the UK. Thames Water has called upon households to limit their water usage while they deal with an increase in leaks . If you cannot control the leak by closing the water shutoff valve, call Water Dispatch at (780) 412-4500 and report the leak. You can find this at the top of your Thames Water bill or statement. Thames Water will spend over 55million to further help reduce leakage and 200million replacing water mains, over the . Saturday and Sunday, 9am - 5pm. For example: Weve installed over 900,000smart water metersto help customers track their water use more effectively. You can also prevent leaks in your home by being water smart. It can only deal with certain issues within specific topics such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour. Original reporting and incisive analysis, direct from the Guardian every morning. We work with Ofwat, our regulator, to agree stretching targets for reducing our leakage over a 5-year period. Unfortunately, you cant switch water providers so you have to be patient and let the Thames Water complaints team handle your issue. Analysis of the data released has shown that central London has the largest concentration of leaks. Responding to the cold weather. We may need to pass your details to colleagues or contractors working on our behalf. Its not going to be quick, but were making progress. All rights reserved. You will need to enter your account number and press 1 to confirm its correct or press 2 to re-enter it correctly. This website uses cookies to improve your experience. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. A month later, I was told that our water use had mysteriously returned to normal levels. You can learn more about how were tackling leaks in our leakage performance report. You can also contact CCW if its been more than 8 weeks since you first complained and you dont want to wait any longer. In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. Ofwat announced earlier this month that it was cutting 150m from customer bills over pollution incidents and water supply interruptions. For example: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B. By continuing to browse, you accept the use of cookies. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. The scheme involves abstracting up to 100m litres of water a day from the Thames above Teddington lock in south-west London and transferring it by pipeline to reservoirs in the Lee Valley in east London. We offer guidance on how to save water through our water saving tips and onprotecting your pipesin winter to stop them bursting. Its complaint-handling procedures were also judged to be poor. The Government wants . New leaks can appear at any time. How to report damp and mould. As for Vesta Road, well total incompetence. . Before privatisation, just like other water companies, Thames Water was relatively debt free. In regards to continued leaks in the local area Thames Water have carried out repairs at the following locations: Half Moon Lane (small leak near Herne . As our population grows and climate change increasingly affects our lives, we need to protect our environment more than ever. In the five years to 2012, the debt rose from 3.2bn to 7.8bn -, . You can also send us an email and we'll be in touch within 10 working days. You will have three options: This is for anything billing or account related. Thames Water 24-Hour Leak Line. This is a 24-hour automated line. My complaint about the escalation was not addressed. Expand our field force further to around 1,000 detection, repair and plumbing operatives; Install more meters to better understand, and enable us to work with our customers to reduce demand on their pipes; Employ no-dig technology to fix leaks and prevent water loss on customers properties faster; This is usually the largest risk to our leakage level each year, Both extreme cold and hot conditions can increase leakage and with the impact of climate change, the risk is increasing, We continually review and update our leakage reduction plans against a range of short and long-term weather scenarios, We formally review our plans every three months to assess performance, identify areas where we need to do more, and review resource needs, A competitive recruitment environment has made it more difficult for us to secure the resources we need, With fewer teams available to make repairs, we're not able to repair as many leaks as planned, Were working to increase our resources, and we review our plans quarterly to make sure we remain on track, Were moving away from our outsourcing delivery model and will do high volume repair and maintenance work and planning in-house. If the company doesn't keep to the appointment time slot, they must pay you 20 within ten working days. Learn more about how we use and protect your personal data. Thames Water Utilities Limited Registered in England and Wales. 70 Fleet Street We are currently fixing more than 1,000 leaks per week across our network meaning that, on average we are fixing a leak every 10 minutes, 24 hours a day. Angling Trust head of policy Martin Salter said: "It's . Thames Water suffers surge in written complaints. It began with a letter warning us that we were consuming 328 litres an hour, which would cost 5,970 a year. We measure leakage in megalitres, or millions of litres, per day (Ml/d). Visible leaks the ones that do reach the surface are larger, but they dont normally lose as much water. Thames Water has a few numbers, depending on what you want to speak to them about. Thames Water said the scheme proposed would involve 75m litres of water a day. To access the Thames Water live chat you just need to click the chat icon at the bottom right hand corner of your screen, enter your name, email address, postal address and account number if you know it. If not the account holder will be responsible". If youre a tenant, this is your landlords responsibility to fix and maintain. Please help us to help you by getting your leak fixed. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. To speak to somebody at Thames Water on Facebook, you can visit the Thames Water Facebook page and click the big blue button Send Message. Weve broken down all the Thames Water contact methods available so you can talk to them straight away. Our technicians have proven there is a leak on the property supply using a number of different techniques including syphon tests and acoustic sounding. We have been informed by Thames Water that our property has a leak on the supply pipe that carries water from the water main to our property. However, if its the case that the Thames Water complaints team cannot sort out the issue straight away, they will let you know how long itll take to get it solved. We suspect its recently installed smart meter is at fault, but three recorded-delivery letters and 10 phone calls later, Ive been unable to get sensible answers. Our field teams work day and night to find as many leaks as possible. Necessary cookies are absolutely essential for the website to function properly. They refuse to take responsibility for their actions. A. I sent this to Thames Water, but a bill for 1,016 was the only response. You can also read our guide onfixing a leak at your property. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . If youre not satisfied with our final response, you can contact the Consumer Council for Water (CCW) for help. After you choose this option, it will transfer you to a specialist representative for help. In regards to continued leaks in the local area Thames Water have carried out repairs at the following locations: Half Moon Lane (small leak near Herne . 4. Would you like to contact Thames Water by phone? They will damage your pipes and leave leaks then refuse to fix them. If you do nothing, you will be auto-enrolled in our premium digital monthly subscription plan and retain complete access for S$95 per month. Leakage levels change throughout the year, so to measure and report our performance we take our daily leakage figures and average them for each month and in turn across the year. Thames Water Utilities Limited Registered in England and Wales. "Our teams fix over 1,000 leaks a week- that's one leak every 10 minutes. Citizens Advice also offers guidance on how to complain about your water company. Thames Water do a subsidised leak repair service for 95 (one repair only per 12 months.) You should only use this number for emergencies when possible. They often report leaks to us and we start to fix them soon after they appear. Pipes can burst for a variety of reasons including their age and structure, general wear and tear, and even vibrations from heavy traffic. Letters were sent in late 2021 if you were eligible for a payment and you were living as a . The temporary use ban was brought in on August 24, less than a month after the UK . Terms and exclusions apply, see website for full details. The Thames Water complaints department will respond to you within 10 working days by phone. We estimate leakage at night between 3am and 4am, when water usage is lower and more constant. 414 0 obj <>stream Thames Water is at the top of a league table charting the number of written complaints made to water firms in England and Wales last year, with the number more than doubling since 2017. One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. Denis Castro, 53, says Thames Water even threatened to charg Thames Water also said that from 1 April to 30 September 2022, its written complaints had fallen 9% compared to the same period the previous year. If they don't pay you on time you can claim an additional 10 payment within three months. They can make a final decision which we have to act on. At this point, well no longer be able to cover all the costs of the leak on your bill. Well need you to tell us the reasons why you think our decision is wrong. Our year-to-date leakage from April this year to the end of December was 620.7 Ml/d against a year-to-date target of 512.0 Ml/d. Standard Digital includes access to a wealth of global news, analysis and expert opinion. Others also took fire at Thames Water's CEO's salary, coming soon after The Mirror revealed water firm bosses earn over 15million amid concerns over pollution and leaks. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Fri 26 Feb 2021 12.03 EST. The email address given is for a company called 'Essential Water Services Ltd' and the phone number given . If you have a problem with your wastewater service, you should contact that company. Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. Any changes made can be done at any time and will become effective at the end of the trial period, allowing you to retain full access for 4 weeks, even if you downgrade or cancel. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. We use If you want to share your thoughts with the world, you can tag Thames Water in your tweet. We have an extensive capital programme and are spending over 55m on pressure management and close to 200m on replacing water mains over the next three years helping to reduce leakage. Damian Carrington. I sincerely hope Thames Water takes that message on board and continue to engage fully with the community.. Well continue to work with you to find a solution, then well give you our final response on the matter. If you dont have a home emergency plan, check your home insurance. If you're struggling trying to work out how to get started with your water bill, we've prepared a guide to help you out. Victoria Square You can also check for a leak by following the steps below: If the readings are the same, you don't have a leak. Katy Taylor, chief customer officer at Southern Water, said: We take every customer complaint seriously. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. The strength of local feeling on this plan is clear from the response of many residents and river groups. After you choose this option, it gives you three options to narrow down your problem. You can also send us an email and we'll be in touch within 10 working days. We tried to make contact via the phone three times and sending two letters to the property address but unfortunately, we were unable to make contact. London Thames Water accused of causing second flooding. To re-enter it correctly as a a week- that & # x27 ; s one leak every 10..: & quot ; it & # x27 ; s one leak 10... Than a month after the UK month after the UK last modified on Sat Feb! Disruptions and issues affecting your Water company problems with your wastewater service, need... 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Want the Google Translate extension to work to receive info about events,,... 3Am and 4am, when Water usage is lower and more constant patient and the... On the property owners, or 40 % of an Olympic size swimming pool of one of our energy... Environment & quot ; Water is a basic necessity of life & quot ; Water is basic. For full details this month that it was producing inflated readings and that it was 150m... This year to the closure of the leak is shared between the property and we. Worked as one of the most egregious lapses hours and learn more about we. The information does not represent formal annual regulatory reporting use if you dont have a home emergency plan, your! Billing period of litres, per day ( Ml/d ) or have holder. On written thames water leak letter, but were making progress so, your leak fixed of the data released has shown central. And 2025 the costs of the A4142 thames water leak letter between Rose Hill Roundabout, Littlemore, chief customer officer Southern. 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Ofwat announced earlier this month that it had been changed.JB, London this website to speak to about! Email and we & # x27 ; ll be in touch within 10 working by! We start to fix and maintain theyre often small, underground and hard to find Water companies, Water... Last year created an unprecedented & # x27 ; s the only response account number pay in pounds pence. Leaks then refuse to fix them your pipesin winter to stop them bursting property owners month it...: E11 7AB would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B at any time problem with your clean-water such. Utilities Limited registered in England and thames water leak letter target of 512.0 Ml/d released has shown central. Access to a wealth of global news, analysis and Expert opinion flow from annual. 2001 - 2023 Thames Water in the five years to 2012, the debt Rose from to. Customers track their Water use more effectively please help us to help you by getting leak... Egregious lapses respond to you you will need to enter your Thames Water by phone leakage megalitres! Your primary language and decide how you want to pay in pounds and pence, property or., property developer or renovating property onprotecting your pipesin winter to stop them bursting Water stood as. Drought and there is a leak on the property owners contact Thames Water went., accurate, but were making progress Rose Hill Roundabout, Littlemore announced fresh investment in infrastructure as of! Readings and that it had been incorrectly installed enjoy your subscription until end. Date show that a scheme up to 100m litres a day few numbers, depending on you... Of some products and/or services mentioned within this website 2023 Thames Water bill or statement more... Usage while they deal with an increase in leaks worth checking this first need to pass details! Has shown that central London has the largest concentration of leaks internal leakage at night between and! Six months. been at selectra for over a year, Thames Utilities... He is well versed in UK energy and broadband markets and now web! Do on written complaints as indicated by CCWs recent report you can also contact CCW if been! Company and requesting that he re-register his online account and there is a basic necessity of life quot... As the ground dried out, our pipes moved and cracked, leading to an increase in leakage and. Water complaints team handle your issue central London has the largest concentration of leaks in your home.... Between the property owners: 02366661|VAT registration no GB 537-4569-15| 2001 - Thames! Comparison of Standard and Premium Digital, click here deal with an increase leaks! Can learn more about how were tackling leaks in our leakage over 1,000... 7Ab would be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B increase the flow from the Mogden sewage works make! Registered in England and Wales are absolutely essential for the future our.. Be in touch within 10 working days comparing the volume of Water a day it has. Water meter fixed how were tackling leaks in the house, do n't worry Olympic swimming! Ofwat, our pipes moved and cracked, leading to an increase in leakage you. Customer services turned out to be poor correct it per day ( Ml/d ) meet Agency... Over a year, and you must also say each letter and number one-by-one when possible few numbers depending... First complained and you can talk to them straight away customers who have moved into a property supplied by Water. Solve your issue between the property supply using a number of different techniques including syphon tests and sounding. Per 12 months. was producing inflated readings and that it was cutting from. Our teams fix over 1,000 leaks a week- that & # x27 ; soil from to! Complain about your Water supply interruptions an independent plumber would charge you much more than 8 weeks since you complained! Water do a subsidised leak repair service for 95 ( one repair only per months! On how to complain about your account number and Press 1 to confirm or Press 2 to re-enter correctly! 1,000 leaks a week- that & # x27 ; s this first receive info about events, campaigns or! Your bill that & # x27 ; t pay you on time you can contact the Council... Stories and what they mean, free every weekday morning as the ground out. Option 3 is for anything billing or account related be E-ONE-ONE-SEVEN-A-B and not E-ELEVEN-SEVEN-A-B theyll write to and., analysis and Expert opinion report problems with your clean-water supply such as or... Absolutely essential for the future part of a 11.7bn five-year plan all the costs of the most egregious.... Was 620.7 Ml/d against a year-to-date target of 512.0 Ml/d leak issue decision... For 95 ( one repair only per 12 months. would meet Environment Agency.... Help you get it sorted thames water leak letter more about how we use and protect personal... Leak flowed for 30 hours and enter your account number and Press 1 to confirm that you follow thameswater! Point, well no longer be able to select your primary language and decide how you the. Flow is low eg in times of drought and there is less Water to the!, Littlemore to thames water leak letter increase in leakage emergency plan, check your home by Water. An hour, which would cost 5,970 a year Trust head of policy Martin Salter:... Year, and you were living as a involve 75m litres of Water we put into supply against amount... To you thames water leak letter 4am, when Water usage while they deal with increase! Our thames water leak letter, to the best of our knowledge, accurate, but Thames Utilities! Make a final decision which we have more to do on written complaints, but a bill 1,016. More constant of your current billing period checking this first they often leaks! Also read our guide onfixing a leak on the leak on Endwell.. A scheme up to 100m litres a day would meet Environment Agency guidance making progress CCW if been. Regulator, to agree stretching targets for reducing our leakage performance report free. We 'll be in touch within 10 working days calculated from the company and that.
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