South East Water Left Users in Dark During Outages, Says Watchdog

Thursday, June 4, 2026

South East Water faced heavy criticism after water outages affected up to 69,000 properties across Kent and Sussex last winter, with an independent report finding its customer communication during the crisis was inadequate. The company has restored supply but continues to be scrutinized for its handling of the incident, as many customers experienced ongoing frustration and lack of support, particularly among vulnerable groups.

South East Water faced widespread criticism for its handling of water outages across parts of Kent and Sussex last winter, with an independent report finding the company’s communication with customers was severely lacking. The Consumer Council for Water (CCW) said fewer than 10 percent of affected customers were satisfied with the company’s response during the crisis, which disrupted supplies for tens of thousands of households.

The outages began in November and December when a water quality incident at the Pembury treatment works caused about 24,000 customers in the Tunbridge Wells area to experience loss of supply or low water pressure. A precautionary boil-water notice was enforced from December 3 to December 12. The situation worsened in January when approximately 69,000 properties faced water shortages and reduced pressure.

Mike Keil, chief executive of CCW, highlighted the extent of disruption caused, emphasizing that customers expect water companies to manage such incidents effectively and build trust through good communication. He noted that the company’s shortcomings risked eroding confidence in the safety and reliability of drinking water in the region.

Customer feedback collected for the report underscored frustration with the lack of clear information. One person remarked on the essential role water plays in daily life, while another said the company’s unclear messaging left them unsure how to plan. Some customers reported considering relocating due to the prolonged outages. Vulnerable individuals particularly struggled during the disruptions, with about half of those registered for priority services indicating they did not receive the expected support. Concerns were raised regarding hygiene and health maintenance during the outages.

South East Water acknowledged the problems, and on Tuesday stated that water supply had been fully restored for all affected households. However, the company continues to face scrutiny over its crisis management and communication strategies as the region recovers from the extended disruption.