Jonathan Prynn, Evening Standard

Thames Water bosses have been fined a record £12.5 million after failing to provide compensation for poor customer service.

Water watchdog Ofwat said the severity of the fine also reflected the fact it was not told about the problems.

Water firms are supposed to provide a huge amount of data to Ofwat so it can force them to compensate customers if they make mistakes such as missing home appointments.

It is believed about £500,000 worth of compensation payments in 2005 and last year were involved.

• A massive clean-up of the dirtiest beach on the Thames was under way today. Environmental charity Thames21 hopes to remove more than 40 tonnes of rubbish and 30,000 plastic bags from the Isle of Dogs.