External supply pipe leak

Hi,

A leak in the external supply pipe was identified in Nov 2015 and was supposed to be fixed under the First Fix Scheme.

Since then I've had numerous calls with Irish Water to try and get this fixed. Each time I keep getting told that the Contractor will contact me but no one ever has. 

At this stage I've pretty much given up as I keep getting the same response but no joy in fixing the issue. I would forget about it but as the leak is very close to my property there is a chance of subsidence. I've told Irish Water that I will not pay any more bills until this is resolved but that hasn't helped either.

Questions:
How do we know the message is being passed to the Contractor in relation to the leak repair?
Are there any additional steps I can take to get this fixed, such as escalating the ticket? 
How come after 6 calls to Irish Water no one has ever called me back to explain the hold up?