Ofwat Investigates South East Water Over Repeated Supply Failures
Regulator Ofwat has launched an investigation into South East Water (SEW) following many disruptions to water supplies across Kent and Sussex.The investigation will focus on whether the company has met its obligations to provide high standards of customer service and support, marking the frist time Ofwat has investigated a company based on these customer-focused license conditions.
As of Wednesday night, approximately 10,000 properties remained without water. Lynn Parker, Ofwat’s senior director for enforcement, stated, “The last six weeks have been miserable for businesses and households across Kent and Sussex with repeated supply problems. We certainly know that this has had a huge impact on all parts of daily life and hurt businesses, especially in the run up to the festive period.”
The investigation began after Prime Minister Rishi Sunak called the situation, which at its peak affected 30,000 customers, “clearly totally unacceptable” and requested a review of SEW’s license. Sources say the Prime Minister raised the issue during Prime Minister’s Questions.
Ongoing Disruptions and Recovery Efforts
SEW anticipates some customers may not have their water supply fully restored until Friday. The initial problems began Saturday following Storm Goretti and a power outage at a pumping station. The company is currently utilizing 26 tankers to pump water directly into the network while working to repair leaks and bursts.
Ofwat is also conducting a separate investigation into SEW’s overall supply resilience, assessing whether the company has adequately developed and maintained an efficient water supply system.
Recently, SEW implemented a new recovery plan for Tunbridge Wells, involving keeping local booster pumps switched off for an additional 36 hours. The goal is to ensure customers have a consistent water supply by Friday morning. The company explained that local storage tanks haven’t refilled quickly enough, necessitating the extended outage for full recovery.
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