South East Water failed to communicate effectively with customers during winter supply outages that left tens of thousands without water, a report by the Consumer Council for Water (CCW) has found. Fewer than one in 10 customers were satisfied with the company's handling of the crisis, which struck parts of Kent and Sussex.
The disruption began in November and December 2025, when about 24,000 customers lost supply or pressure in the Tunbridge Wells area after a water quality failure at Pembury treatment works, prompting a precautionary boil-water notice that lasted until 12 December. In January, around 69,000 properties experienced shortages or low pressure.
Customers criticised the lack of accurate information. One said: 'If we had known it would be several days, I’d have planned things very differently.' Another added: 'The messaging from the very beginning was very confusing and then coupled with the constant ‘it’ll be back later today, back tomorrow morning, back tomorrow evening’.'
The report also highlighted that about half of customers with health vulnerabilities registered for priority services did not receive expected support. Last week, hundreds of households faced further outages during hot weather, though the company said supplies were restored by Tuesday.
South East Water faces a £22 million fine from regulator Ofwat over repeated supply failures. MPs have accused its senior executives of incompetence, stating the company 'comprehensively failed' its customers.
