South East Water (SEW) is currently under investigation by regulator Ofwat due to multiple water outages since November affecting tens of thousands of households and businesses in Kent and Sussex, leaving them without drinking water.
As of Thursday, approximately 8,500 addresses still remained without water.
With some properties now facing a sixth day without water, Ofwat is looking into whether SEW violated its license conditions by failing to meet customer service standards or provide adequate support to those impacted.
A water station in East Grinstead. Pic: PA
The government requested a review of SEW’s licence after a sustained outage in Tunbridge Wells left 24,000 properties without drinkable water for almost two weeks in November and December.
Ofwat is currently investigating SEW’s supply resilience to determine if it has failed to maintain an efficient water supply system.
The regulator’s first investigation into a potential breach of the customer-focused licence condition was prompted by the recent supply issues in Kent and Sussex.
SEW blamed power cuts and burst pipes caused by Storm Goretti for the disruption to services.
Water has been restored to 16,500 properties in East Grinstead, but around 8,500 properties in Kent are still without water. SEW is working on a recovery plan to ensure a consistent water supply for affected customers. SEW, which stands for South East Water, is currently under investigation by regulator Ofwat due to ongoing outages since November affecting households and businesses in Kent and Sussex. Approximately 8,500 addresses are still without water, with some properties now entering their sixth day without water. Ofwat is looking into whether SEW breached its license conditions by failing to meet customer service standards or provide appropriate support to those affected.
In response to the situation, SEW has expressed apologies to customers experiencing no water or low pressure, providing details of affected areas and locations of bottled water stations on their website. The company acknowledges the hardship faced by customers and the impact on everyday life due to the prolonged water supply issues.
The Consumer Council for Water’s chief executive, Mike Keil, noted that many customers feel SEW has lost its ability to provide a reliable water supply, causing anxiety and uncertainty whenever the tap is turned on. Customers are eager for change after enduring repeated service failures and poor communication from the water company.
For more updates on this situation, you can read further on Sky News, including coverage on various other topics such as the ICE shooting chaos in the US, eyewitness reports on Iran killings, and insights into UK terror attack rehearsals. Pic: PA
The government requested the watchdog to review the company’s licence after a sustained outage in Tunbridge Wells in November and December, leaving 24,000 properties without drinkable water for almost two weeks. Ofwat is currently investigating SEW’s supply resilience to determine if there has been a breach in maintaining an efficient water supply system. Lynn Parker from Ofwat expressed concern over the impact of repeated supply problems on businesses and households in Kent and Sussex.
This is the first time the regulator is investigating a potential breach of the customer-focused licence condition. A major incident was declared by SEW and Kent County Council, but not by East or West Sussex County Councils. Prime Minister Sir Keir Starmer mentioned that emergency daily meetings were being held regarding the ongoing SEW outage, which forced several schools to close. SEW attributed the disruption to power cuts and burst pipes caused by Storm Goretti.
SEW’s incident manager stated that 8,500 properties in Kent were without water, but supplies had been restored to 16,500 properties in East Grinstead. However, 6,500 properties in Tunbridge Wells were still without water due to storage tank levels dropping below the required mark. SEW launched a new recovery plan for the town with the aim of providing a consistent water supply by Friday morning. South East Water (SEW) is currently under investigation by regulator Ofwat due to multiple outages that have left tens of thousands of households and businesses in Kent and Sussex without access to drinking water since November. As of the latest update on Thursday, approximately 8,500 addresses are still facing water shortages.
With some properties now entering their sixth day without water, Ofwat is looking into whether SEW has violated its licence conditions by failing to meet customer service standards or provide adequate support to those affected. The ongoing outages have caused significant inconvenience and distress to customers, with many feeling anxious and uncertain every time they turn on the tap.
According to a statement from SEW, around 2,000 properties in the south Tonbridge and Bidborough area of Kent are currently experiencing intermittent water supply, low pressure, or no water at all. On the other hand, a similar number of properties in the Loose and Coxheath areas have had their water supply restored.
In response to the ongoing situation, SEW has expressed its apologies to all affected customers and acknowledged the hardships they are facing due to the prolonged water shortages. Mike Keil, the chief executive of the Consumer Council for Water, has also highlighted the frustration felt by customers who have endured repeated service failures and inadequate communication from the water company.
In an effort to provide assistance to those impacted by the outages, SEW has set up six bottled water stations across Kent and Sussex. On its website, the company has shared details of the affected areas and the locations of these water stations for customers in need of emergency water supply.
The regulator Ofwat’s investigation into SEW’s handling of the water outages reflects the seriousness of the situation and the need for accountability in ensuring the provision of reliable and consistent water services to customers. As the investigation progresses, SEW will be expected to address any shortcomings in its service delivery and communication with customers to prevent similar incidents in the future.
As the water supply issues persist in the region, affected customers are urged to stay informed about the latest updates from SEW and follow any instructions provided for accessing alternative water sources. The ongoing outage serves as a reminder of the importance of maintaining a robust and resilient water infrastructure to safeguard against disruptions and ensure the well-being of communities. Pic: PA
The government requested the watchdog to review the company’s licence following a sustained outage in Tunbridge Wells in November and December, leaving 24,000 properties without water for almost two weeks. Ofwat is currently investigating SEW’s supply resilience to determine if there was a breach of licence conditions. The regulator’s first investigation into a potential breach of customer-focused licence conditions has been initiated. SEW blamed power cuts and burst pipes caused by Storm Goretti for the disruption in services. Water has been restored to 16,500 properties, with around 8,500 still without water in Kent. SEW’s incident manager, Matthew Dean, stated that a recovery plan has been launched to ensure a consistent water supply for customers in Tunbridge Wells.
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