South East Water’s greatest failure was not contacting customers during winter outages, report finds
Summary
A report found that South East Water did not communicate well with customers during water outages last winter in Kent and Sussex, causing frustration and loss of trust. About 24,000 people lost water in November and December 2025, and a further 69,000 faced shortages in January 2026, with many customers unhappy about how the company handled the situation.Key Facts
- South East Water failed to keep customers properly informed during major water outages last winter.
- Only about 10% of customers were satisfied with how the company managed the crisis.
- Around 24,000 people lost water in late 2025 due to problems at the Pembury Water Treatment Works.
- A formal boil water notice was in place from December 3 to December 12, 2025.
- In January 2026, about 69,000 properties experienced water shortages or low pressure.
- Many customers found the company’s messages confusing and inaccurate regarding when water would be restored.
- Vulnerable customers often did not receive the priority support they expected.
- South East Water faces a £22 million fine from the regulator Ofwat for ongoing water supply problems.
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