South East Water has published an account of the supply interruptions that left customers in Charing, Challock and Molash in east Kent without water for several days in July 2022, and of the work it is carrying out in response. The company says the failure came during "one of the driest and hottest months on record in the UK"1.
The supplier states that, despite working around the clock, it was unable to treat water and maintain regular supplies. Drinking water was drawn from elsewhere in its network before reaching elevated areas such as Challock. Levels at the Charing service reservoir fell quickly, and the pumps supplying Challock and Molash could not run day and night to keep up with demand1. South East Water describes the interruption as "unacceptable for both customers and us" and says its service fell short of the high standards expected1.
"We know we can't change that now, but please be assured we are investing more than £50 million to put things right and working hard to pump more water into the area to ensure we can keep your taps flowing."
The company lists the following measures and figures1:
| Measure | Detail |
|---|---|
| Overall investment to put things right | More than £50 million |
| New water main | £12 million for 16 kilometres in two phases, including from Warren Street to Charing |
| First phase | Nearing completion, with more than eight kilometres of pipeline laid, including in the Wichling and Doddington areas and from Warren Street to the Pilgrims Way carriageway in Charing |
| Second phase | From Charing to Potters Corner |
| Additional supply | New pumps installed and one million litres more water made available, enough drinking water for an additional 6,000 people each day |
| New treatment works | £39 million works on part of the old Aylesford Newsprint site, intended to be fully operational by March 2025 and to provide up to 20 million litres of drinking water per day |
| New reservoir | Planned at Broad Oak in Canterbury by the mid-2030s |
| Five-year spending plan | £1.9 billion across its regions over five years from 2025, submitted to Ofwat |
South East Water says it has conducted a thorough review of what happened and learned lessons, including a better understanding of how it can change the direction of water flows around its network1. It says it will be out and about over the coming weeks and months to discuss its investment1.
Why it matters for households
The account confirms that households in these parts of east Kent can face several days without mains water during hot, dry periods, and that the cause was a combination of falling reservoir levels and pumps unable to meet demand in elevated areas. The company says the first phase of the new main is nearing completion and that additional pumping capacity and one million litres a day of extra supply are being put in place, but it gives no date for when the whole programme will be finished. The treatment works at the old Aylesford Newsprint site is intended to be fully operational by March 2025, and the Broad Oak reservoir is planned for the mid-2030s1. Households can read the Supply Interruption Checklist and guidance on how long until a supply is restored, and on saving water at home when supplies are low and washing without running water. The water hub and the heatwaves and drought hub carry further background, including past UK droughts and heatwaves and what to do if a private water supply dries up.
What happens next
South East Water says the first phase of the 16 kilometre main is nearing completion, with the second phase from Charing to Potters Corner to follow. It says work is under way to develop the Aylesford Newsprint site, with the treatment works hoped to be fully operational by March 2025, and that it will be out and about over the coming weeks and months to discuss its investment1. No date has been reported for completion of the second phase of the main or for the Broad Oak reservoir beyond the mid-2030s target.
Sources (1)
- What we are doing in Charing, Challock and Molash | South East Water, southeastwater.co.uk
Supply Interruption Checklist
Saving Water at Home
When Supply Is Restored
Past UK Droughts and Heatwaves
