Customer Experiences of South East Water supply incidents

Last winter, two major water supply disruptions impacted tens of thousands of South East Water customers across Kent and Sussex.

Jointly commissioned by CCW and Ofwat, this research explores the scale of the disruption through the experiences of customers – some of whom were affected by both incidents – and how they felt about South East Water’s response.

This study underlines just how stressful and disruptive supply interruptions can be, and shows that the way a water company communicates with and supports its customers during an incident can significantly mitigate – or exacerbate – the impact on them.

Key findings

Fewer than 1 in 10 affected customers were satisfied with how South East Water handled the incidents, with slow and unclear communication, poorly organised bottled water distribution and inconsistent support for vulnerable customers among the main frustrations.

Communication

• Communication was the clearest and most consistent point of failure, with fewer than 1 in 10 affected customers satisfied with how reliably information was provided about when services would be restored.
• Most customers became aware of the disruption as it happened, with around 7 in 10 first realising there was a problem when their supply stopped or pressure dropped, or through word of mouth and local Facebook or WhatsApp groups.
• Official communication often arrived after customers were already aware of the issue, creating the impression that the company was reacting to events rather than proactively alerting and supporting customers.

Access to safe drinking water

• 26% of customers affected in November-December 2025, increasing to 41% in January 2026, did not feel it was clear how to access water that was safe to drink.
• At bottled water stations, customers reported long queues, severe traffic congestion, difficulties carrying water without access to a car and confusion when station locations changed or supplies ran out.
• Over 40% of customers across both incidents did not believe the amount of water they were given at the stations was sufficient to meet their households’ needs.

Support for vulnerable customers

• Support for vulnerable customers and those on the Priority Services Register (PSR) was inconsistent. Some households received helpful water deliveries but many had to chase support, received too little or nothing at all.
• Around half of PSR customers said they did not receive the support they expected.

Behaviour change

• Some affected customers reported changing their behaviour following the disruption. This included keeping additional bottled water at home and switching from tap to bottled water.
• Around half of those affected say they now store bottled water at home in case of future incidents.

The report highlights areas where South East Water can strengthen its communication, planning for bottled water stations and support for PSR customers during incidents.

We will continue to work with the company to help strengthen its response to incidents and improve the way it supports and communicates with affected customers’ during any future disruption.