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Ofwat has initiated a formal investigation into South East Water (SEW) following multiple water supply disruptions affecting areas in Kent and Sussex. At the peak of the crisis, approximately 30,000 individuals were left without water, and about 10,000 homes still lacked service as the situation unfolded. The regulator’s inquiry will assess whether SEW has met its licence obligations regarding customer service standards and support throughout these ongoing difficulties.
Lynn Parker, Ofwat’s senior director for enforcement, highlighted the severe impact these supply issues have had over the past six weeks, affecting both residents and businesses profoundly. “The last six weeks have been miserable for businesses and households across Kent and Sussex with repeated supply problems,” she said, emphasizing the urgency of investigating any potential breaches by the water provider. The probe was further prompted after the prime minister described the supply interruptions, which peaked at 30,000 customers impacted, as “clearly totally unacceptable,” urging Ofwat to review SEW’s licence status.
SEW’s Chief Executive Officer, represented by the company’s incident manager Matthew Dean, reported progress in restoring water to affected areas. Water supplies had been fully returned to the 16,500 properties in East Grinstead and about 2,000 homes in Loose and Coxheath. However, challenges remain, particularly in Tunbridge Wells where 6,500 properties served by the booster pump system continue to face outages due to insufficient water levels in storage tanks. Approximately 8,500 properties throughout Kent are still without water as recovery efforts continue.
The water company has cited the initial failures to ongoing effects from Storm Goretti and a power cut at a pumping station that began on the previous Saturday. SEW has mobilized 26 tankers to replenish its network and is working nonstop to repair leaks and breaks. To support customers most in need, bottled water deliveries have surpassed 25,000, with additional points opening to distribute water at community locations such as sports clubs and leisure centres. Meanwhile, some residents may not see restoration of their water supply until Friday as local storage tanks refill slower than anticipated.
The disruption has also led to school closures in the region. Skinners’ Kent Academy in Tunbridge Wells announced it will remain closed for the rest of the week. The head teacher cited an ongoing “exhausting cycle of events” exacerbated by inadequate communication from SEW, stating a lack of trust in the information provided to the school. Temporary toilet facilities are being arranged to enable reopening next week, while remote learning continues in the meantime to minimize educational disruption
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