Boil water notice issued to around 16,000 households and businesses in Brixham area

South West Water issued a boil water notice to around 16,000 households and businesses in the Brixham area after small traces of cryptosporidium were found in the Hillhead area of its local water network, the company has said¹. The company said its extended monitoring and sampling found the traces on 15 May¹.

The notice advises customers not to use their tap water for drinking or washing without boiling and cooling it first¹. South West Water said the advice applies to water used for drinking, cooking, preparing food or brushing teeth, and that boiled water can be stored in a covered container in the fridge for up to 24 hours¹. Tap water can be used for washing, bathing and toilet flushing, according to the company¹.

On compensation, South West Water said all household customers issued with the notice receive an automatic payment of £15 under its Customer Promise when services are interrupted, and that it is increasing this by £100 "in recognition of the concern and frustration this has caused"¹. Customers with a current Direct Debit arrangement will receive £115 direct to their bank account by 21 May, while those without one will receive £115 credit on their water account, showing on their next available bill¹. For business customers, the £15 payment is made via the retailer¹. The company said it will continue to keep the level of compensation under review¹.

Laura Flowerdew, South West Water's Chief Customer and Digital Officer, said:

The company said it is working closely with the UK Health Security Agency and other public health partners to urgently investigate how cryptosporidium is getting into its network¹. It has set up two bottled water collection points, at Broadsands Car Park in Paignton and Fresh Water Quarry Public Car Park in Brixham, and continues to deliver bottled water for customers that need it¹. Customers unsure whether they are in the affected areas can check South West Water's postcode tracker¹.

Why it matters for households

Households and businesses in the Brixham and Alston areas are affected from the date of the notice. The change for them is that tap water should not be drunk, used for cooking, preparing food or brushing teeth without first being boiled and allowed to cool, as set out in the company's advice¹. Washing, bathing and toilet flushing with tap water remain permitted under that advice¹. The company has not said in this announcement when the notice will be lifted; it said it is working to return the drinking supply to expected standards as quickly as possible¹. Households can read our guides to do not drink and do not use notices, what to do if you get a boil water notice and the boil notice checklist for your home, as well as how much drinking water to store per person and how to wash without running water.

What happens next

Customers with a current Direct Debit arrangement will receive £115 direct to their bank account by 21 May; those without one will receive £115 credit on their water account, showing on their next available bill¹. South West Water said it is setting up a dedicated phoneline to talk to local businesses and water retailers about the impact and to fast-track any compensation due¹. The company said it will continue to keep the level of compensation under review¹. No date has been given for the boil water notice to be lifted¹.