We have now restored water to all customers whose supply was interrupted following the rapid thaw across the south east.
All of our bottled water stations are now closed and we are ensuring these stations will be cleared. We will be writing to customers at the end of this week with details about the compensation we will be paying.
If you have any feedback for us on what went well/not so well so we can continue to improve, we’d really love to hear from you.
We are really sorry to all our customers who experienced interruptions to their water supply last week.
The freezing conditions and snow followed by a rapid thaw had a major impact on us and other water companies across the UK. A surge in leaks and bursts unfortunately triggered water supply interruptions. Last week’s event was both large in scale and technically complex to resolve.
We recognise the frustration and inconvenience of being without water and many of you have asked us about compensation, so below are our plans.
We will compensate affected customers over and above the statutory minimum. The amount we will compensate will depend on how long customers were affected.
Up to two days
More than two days
Customers will not have to do anything to make a claim to receive compensation. Everyone who was impacted should receive a letter this week.
We are aware that the supply interruptions led to the closure of some local schools and apologise for the disruption caused to teaching staff, parents and pupils. In recognition of this we will donate £2,500 to each affected school and offer an education package of visits to South East Water sites and talks by staff on STEM subjects.