Customers in areas most affected by drought began receiving letters from South West Water urging them to save water, Devon County Council has said in a statement published on 5 November 20261. The council said the letters followed a joint letter of 26 October from the industry regulator OFWAT, the Environment Agency and the Department for Environment, Food and Rural Affairs (DEFRA), revealed by the Guardian, which warned South West Water's owner Pennon for a seventh successive year over missed leakage forecasts1.
The council said the regulators' letter states that leakage is 18.5 per cent above forecast and increased on the previous year, and that the company's shortcomings are "placing customers at a greater level of risk" during ongoing drought conditions1. South West Water had forecast that its leakage would fall, but the council said it rose by 5.78 million litres in 2025/26 to 113.54 million litres per day, a volume it described as around 45 Olympic swimming pools1. The company also lost 5.57 million litres daily to bursts and supply interruptions above its own forecasts, and put an extra 35 million litres of water every day into its network to make up for losses1.
The regulators' letter says they have "reduced confidence" in the company to ensure supplies and avoid emergency abstractions from rivers that would cause environmental damage1. It adds that a trend of rising leakage represents a risk to customers' security of supply, and that achieving planned leakage reductions is reputationally important because the company is asking customers to reduce their water use1.
"A trend of rising leakage……represents a risk to your customers’ security of supply. Achieving your planned leakage reductions is reputationally important as you are asking customers to reduce their water use."
Julian Brazil, Leader of Devon County Council, said householders and businesses had been told to save water to avoid worse drought restrictions and that this was down to dry weather, and that the company's leakage record "puts our rivers and wildlife at risk of prolonged environmental damage and may leave customers and businesses facing supply restrictions"1. He said the council was pleased that the Prime Minister and regulators were "finally telling water companies it's closing time in their last chance saloon", and called on South West Water to fund a Devon-centred communications campaign, get a grip on leakage and work with every customer, business and council1.
South West Water's own media centre lists recent items including "Why we're asking everyone to save water during stormy weather", "South West Water urges customers to check for leaking toilets as drought reaches critical phase" and "South West Water applies for non-essential water use restrictions due to pressure on local water resources"2. The company's page does not give the text of the letters sent to customers, and the number of households receiving them has not been reported1.
| Item | Figure | Period |
|---|---|---|
| Leakage against forecast | 18.5 per cent above forecast | As stated in regulators' letter1 |
| Leakage volume | 113.54 million litres per day, up 5.78 million litres | 2025/261 |
| Losses to bursts and supply interruptions | 5.57 million litres per day above forecasts | Not stated1 |
| Extra water put into the network | 35 million litres per day | Not stated1 |
Why it matters for households
The letters go to customers in the areas most affected by drought, which the council does not list by name1. The regulators' letter links the request for households to cut their use to the company's own leakage record, saying that achieving planned leakage reductions matters because customers are being asked to reduce their water use1. The council said the company's failures may leave customers and businesses facing supply restrictions, and that emergency abstractions from rivers would cause environmental damage1. South West Water has separately applied for non-essential water use restrictions because of pressure on local water resources, according to its own news listing2. The company's published material also urges customers to check for leaking toilets as the drought reaches what it calls a critical phase2. How the company's drought plans set out supply restrictions, and what households can do during a drought to manage water use, are covered in the site's guides.
What happens next
The council's statement does not set out a date for a decision on restrictions or for further letters1. South West Water's application for non-essential water use restrictions is listed on its media centre, and its page does not state the outcome2.
Water Company Drought Plans
