South East Water customers face investigations and compensation after supply crisis

South East Water says supplies are restored for most properties after outages that affected about 30,000 homes; regulators have opened multiple investigations and statutory compensation rules apply.

South East Water says supplies are back for most properties after recent outages in Kent and Sussex. The company apologised and said Storm Goretti, cold temperatures and a power supply failure at a pumping station contributed to the problems. Around 30,000 properties lost supply at the height of the disruption, with some homes and businesses without water for more than a week. The episode follows a separate supply failure less than two months earlier in Tunbridge Wells. Key details: - SEW reported supplies restored for most affected properties; about 30,000 were without water at peak. - The company blamed Storm Goretti, cold weather and a power supply failure, and said freezing and thawing led to burst mains in places. - Four regulator investigations are under way, including by the Drinking Water Inspectorate and Ofwat; the DWI could decide on criminal action and Ofwat can impose fines up to 10% of turnover. - SEW says customers without mains supply are entitled to £50 for each continuous 12-hour period and that compensation should be paid automatically. Summary: Many residents and businesses reported hardship, with some closures and people relying on bottled water or neighbours for help. Regulators are investigating and the company has requested an additional £300m to address network issues; outcomes of the probes remain undetermined at this time.