Residents across Sussex and Kent are enduring a sixth consecutive day without a reliable drinking water supply, as the aftermath of Storm Goretti continues to cripple infrastructure. South East Water (SEW) has confirmed that approximately 7,500 customers remain affected by the latest in a series of disruptive outages.
What South East Water Must Tell You During an Outage
When an emergency forces a water supply interruption, the company has a legal duty to inform customers as soon as it is reasonably possible. This notification must include several key pieces of information. You should be told clearly that the supply has been cut off and where you can obtain an alternative water source. The company must also provide an estimated time for restoration and a contact number for further updates.
If SEW fails to properly communicate these essential details, you may be eligible for compensation. This is part of the government's Guaranteed Standards Scheme (GSS), which was recently updated to increase payouts for those affected by service failures.
Your Entitlement to Water and Compensation
During a supply cut, the water company is obligated to provide free bottled water, offering a minimum of 10 litres per person per day. This is typically distributed via collection points or deliveries. It is crucial to note that this provision is a legal requirement, not a discretionary courtesy from the supplier.
Regarding financial compensation, the rules are clear. If your supply is not restored within 12 hours of the company becoming aware of the issue, an automatic payment should be triggered. The initial payment is £50, with a further £50 due for each subsequent 12-hour period without water. In severe cases where GSS standards are breached, total compensation can reach up to £2,000.
SEW has stated it is "fully committed to compensating fairly," though precise figures for this incident are still pending. For businesses, compensation may differ; during a previous outage in late November, the firm established a separate fund, bringing the total business compensation package to £2.5 million.
Exemptions and Your Next Steps
It is important to be aware that certain exemptions can affect compensation. One key exemption applies to outages caused primarily by severe weather events. However, SEW has indicated the current situation stems from a combination of factors, not solely Storm Goretti. The company cited leaks from rapid temperature changes and issues with receiving treated bulk water, suggesting the severe weather exemption may not fully apply.
Tanya Sephton, SEW's Customer Services Director, said the company would "provide information on both Guaranteed Standards of Service payments at the earliest opportunity." The water regulator, Ofwat, states that payments should be made automatically. If they are late, you could be entitled to an additional £40 to £100.
Regardless of any automatic compensation, receiving a payment does not negate your right to pursue legal action against the company for any additional loss or damage suffered. Customers are advised to keep records of all related expenses and communications.
