⟡ “Thank You for Surviving the Collapse. Please Return This Form.” ⟡
A Personal Injury Packet in Response to Death, Displacement, and Documented Neglect
Filed: 25 June 2025
Reference: SWANK/THAMESWATER/FORM-DEFLECTION
📎 Download PDF – 2025-06-25_SWANK_Reply_ThamesWater_ClaimsFormFollowUp.pdf
Thames Water follows up on a sewer gas catastrophe with a polite reminder to submit the form — nothing more.
I. What Happened
On 4 June 2025, Emma Namba from Thames Water’s Customer Relations team sent a follow-up email regarding the sewer collapse, displacement, and personal injury endured by Polly Chromatic and her children at 37 Elgin Crescent. The message contained no acknowledgement of the gravity of the harm — no discussion of risk mitigation, safeguarding, or health inspection records.
Instead, the message simply re-attached the personal injury claims form, advised it be returned to an email address, and committed vaguely to “a further update on or before 17 June.” This is the second consecutive response that refers to legal and medical trauma using the language of service enhancement.
II. What the Complaint Establishes
A catastrophic housing failure was reduced to a customer service loop
No admission of fault or investigation into long-term risk or failure
Emotional and physical injuries, displacement, and the death of a family pet met with an attachment
The family is being pushed into insurance-channelled redress, not public accountability
Thames Water continues to use brand language to manage structural failure
III. Why SWANK Logged It
Because the only thing more negligent than ignoring a sewer collapse is reformatting it into an admin task. This wasn’t just another form. It was a strategy: convert pain into paperwork.
By failing to address the timeline, the delay, or the engineering responsibility — Thames Water signals its position clearly. The death of a cat, the loss of a home, and the medical injuries sustained by children are not classified as crisis.
They’re “claims.”
They’re PDF-able.
They’re payable — if you survive long enough to attach proof.
IV. Violations
Environmental Protection Act 1990 – Prolonged exposure to sewer gas in a domestic setting
Housing Act 2004 – Collapsed infrastructure rendered the premises unsafe and uninhabitable
Consumer Protection from Unfair Trading Regulations 2008 – Misleading framing of catastrophic event as mere service failure
Equality Act 2010 – Continued failure to accommodate or escalate for a disabled household
Human Rights Act 1998 – Interference with family life, security, and shelter
V. SWANK’s Position
SWANK does not recognise administrative follow-up as resolution. This email, like the one before it, reflects a company more invested in documentation than duty. Thames Water’s approach to mass exposure, delayed repairs, and post-traumatic harm was not remedial. It was procedural containment.
This wasn’t just minimisation.
It was infrastructure-violence folded into corporate politeness.
And SWANK will document every polite deflection.
⟡ This Dispatch Has Been Formally Archived by SWANK London Ltd. ⟡
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