CCW and Ofwat publish research on South East Water incident customer experiences

The Consumer Council for Water (CCW) and Ofwat jointly commissioned Impact Research Ltd to study customers' experiences of two water supply disruptions affecting South East Water customers across Kent and Sussex, published on 3 June 2026¹. The November and December 2025 incident affected around 24,000 households and businesses in Tunbridge Wells and surrounding areas, following a water quality failure at the Pembury Water Treatment Works; a formal precautionary boil water notice was issued from 3 December 2025 and lifted on 12 December 2025². The January 2026 incident affected potentially 69,000 properties, including at East Grinstead, Forest Row, Ashurst Wood, parts of Tunbridge Wells, Canterbury and Blean, and Staplehurst, and involved no water, low pressure, intermittent supply and quality concerns; unlike the first incident, no formal boil water notice was issued².

Fewer than 1 in 10 affected customers were satisfied with how South East Water handled the incidents¹. Communication was the clearest and most consistent point of failure, with fewer than 1 in 10 satisfied with how reliably information was provided about when services would be restored¹. Around 7 in 10 customers first realised there was a problem when their supply stopped or pressure dropped, or through word of mouth and local Facebook or WhatsApp groups¹. The research found 26% of customers affected in November and December 2025, increasing to 41% in January 2026, did not feel it was clear how to access water that was safe to drink¹. Over 40% across both incidents did not believe the amount of water given at bottled water stations was sufficient for their households' needs¹. Around half of Priority Services Register customers said they did not receive the support they expected¹.

The research records the scale of impact reported by customers:

Source: Impact Research findings for CCW and Ofwat².

Ofwat began investigating whether South East Water had complied with its customer-focused licence obligations, and CCW has held an accountability session with South East Water executives, where customers outlined their concerns and agreed an action plan with the company covering communication, support and resilience².

Why it matters for households

The findings concern households and businesses in the areas supplied by South East Water that lost supply or pressure in either incident, including those on the Priority Services Register who rely on deliveries. The research describes how customers learned of problems, how bottled water was distributed and how support for vulnerable customers was experienced¹. CCW states it will continue to work with the company to strengthen its response to incidents and improve how it supports and communicates with affected customers during any future disruption¹. Around half of those affected say they now store bottled water at home in case of future incidents¹. How companies are expected to contact customers, and how they respond to a major incident, are set out in the guide pages on how your water company will contact you in an incident and how water companies respond to a major incident; the roles of the regulators are covered under who checks drinking supplies.

What happens next

The report highlights areas where South East Water can strengthen its communication, planning for bottled water stations and support for PSR customers during incidents¹. CCW says it will continue to work with the company on its incident response¹. Ofwat's investigation into compliance with customer-focused licence obligations was under way at the time of the research². No outcome of that investigation, and no dates for further action by South East Water, have been reported¹.