Duffryn heating update - 2pm, Friday 17th February 2023

Question: What's the latest situation?  
Answer: To safely repair further leaks that occurred on the underground pipework on Monday 13 February, we need to turn off the heating and hot water to all homes across the  Duffryn estate. The system will be turned off from midnight on Tuesday 14 February. We estimate that the heating and hot water supply will need to stay off for three days.

Question: What will happen now?          
Answer: We’re doing everything we can to carry out repairs safely while limiting the disruption to your hot water and heating supply.  We will provide regular updates as we work to repair this issue. Thank you for your continued patience and understanding during this time and please accept our apologies for the inconvenience caused.

Question: How long will this last for?     
Answer: We don't know how long it will take to complete these repairs. Our engineers are working hard to get it done as quickly as possible but it's also essential that we keep them safe as they work. We anticipate that the hot water and heating will need to stay off for three days from midnight on Tuesday 14 February. Thank you for your continued patience and understanding during this time and please accept our apologies for the inconvenience caused.

Question: Why does it need to be off for three days?     
Answer: We will do everything we can to get the supply back on as soon as possible, but we know it can be helpful to know how long it will take. These repairs are likely to take three days becuase the pipework runs about 8ft underground, and finding the leaks, excavating the area safely and sourcing the right materials to carry out the repair takes time. Our engineers are working around the clock, and we're very grateful for support from partners and suppliers.

Question: What's causing the problem?
Answer: A number of leaks have occured on sections of pipework underground. We are investigating the cause of the leaks as well as working on the repairs, so we can do what we can to prevent it from happening again. We know that some of the pipes are old, and as they degrade over time, cracks or holes can form. We are looking at long term solutions to make sure this doesn't happen again.

Question: You repaired leaks last week, why is this happening again?     
Answer: Two additional leaks have occured in new places on Monday 13 February. We are investigating the cause of these new leaks as well as working on the repairs, so we can do what we can to prevent it from happening again.

Question: Why is it such a complicated issue?    
Answer: The pipework runs about 8ft underground. So finding the leaks, excavating the area safely and sourcing the right materials to carry out the repair can all take time. Our engineers are working around the clock, and we're very grateful for support from partners and suppliers.

Question: Who is helping you to get this fixed? 
Answer: We're hugely grateful to partners and suppliers across South Wales and the west of England who have helped us source supplies. We also have technical experts on hand to help us investigate why this is happening, and find a long term solution that works for customers. We'd like to thank; South Wales Fire & Rescue Service, Pobl, Wales & West Utilities, Welsh Water, BPS Facilities, Saldo, Gibson Heating, ADS Solutions.

Question: I don't have a heater. What can I do?
Answer: We have temporary heaters and blankets, if you need one of these please let us know on 01633 38 11 11. They can also be collected from Nightingale Court.

Question: Is there somewhere I can go?              
Answer: Newport has a Warm Welcomes scheme, with a number of warm spaces across the city you can visit. Find the full list here https://www.newport.gov.uk/en/Support-and-Advice/Warm-welcome-sessions.aspx

Question: What's the longer term strategy to resolve this?          
Answer: We are investigating the cause of the leaks as well as working on the repairs, so we can do what we can to prevent it from happening again. We know that some of the pipes are old, and as they degrade over time, cracks or holes can form. We are looking at long term solutions to make sure this doesn't happen again.

Question: I'm still charged if my heating goes off. Can I get a refund?      
Answer: We understand you are incurring additional costs to heat your homes with portable heaters.  We will re-imburse reasonable expenses by making a payment of £20 for each day heating and hot water has been unavailable, including the days it was off last week. We will arrange this payment once supplies have been restored. If you are on a prepayment meter and need immediate financial assistance, please contact us.

Question: I'm on a prepayment meter and heaters cost me money. Can you help?        
Answer: If you are on a prepayment meter and need immediate financial assistance, please contact us. We understand you are incurring additional costs to heat your homes with portable heaters.  We will re-imburse reasonable expenses by making a payment of £20 for each day heating and hot water has been unavailable. 

Question: Is the Duffryn heating system safe? Could a leak spring up in my house?       
Answer: The pipes in your home are safe, and it's unlikely these will leak. Where the leaks are occuring outside, we are making the area safe with fencing to stop public access.

Question: Why is there a district heating system and how does it work?
Answer: You can find out more about the heating system in general and how it works on our website information page. https://www.newportcityhomes.com/httpportalnewportcityhomescomabout-us/httpportalnewportcityhomescomabout-usnews/statement-on-duffryn-heating-system/

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