In a recent statement, David Hinton, the chief executive of South East Water, expressed concerns about the company’s over-dependence on specific facilities, especially following a significant supply disruption affecting around 24,000 homes in the Kent area. The issue arose from a malfunction at the Pembury Water Treatment Works, leading to a complete or severely reduced water flow from November 29 to December 4, 2025. Post this disruption, residents were advised to boil their tap water for an additional nine days to ensure safety.
This incident raised alarms among residents and officials alike, prompting questions regarding the reliability of the water infrastructure in the area. Hinton noted that despite the disruption, there was no evidence to suggest that the water supply became contaminated during this fault. Nonetheless, he acknowledged the shortcomings in the company’s operations and the need for greater resilience to prevent future occurrences.
Hinton’s assessment highlighted a critical weakness: reliance on a single plant for significant water supply in specific areas. To mitigate these risks, he announced intentions for South East Water to enhance its capabilities at Bewl Water reservoir in East Sussex. The company has proposed a £30 million project aimed at increasing the output capacity at the reservoir. This expansion is designed to enable more robust responses to potential customer service disruptions in Tunbridge Wells and surrounding regions.
The strategic expansion at Bewl Water is not only intended for immediate relief but also aims to establish additional resilience against possible future challenges at other treatment facilities. By diversifying the sources of water supply, South East Water hopes to minimize the impact on residents during unforeseen events. Hinton emphasized that the enhancement would not just benefit Tunbridge Wells but also contribute positively to the wider Kent area.
Despite his plans for improvement, Hinton faced mounting pressure, with calls from some sectors demanding his resignation over the supply crisis. Such demands reflect collective dissatisfaction regarding the handling of the situation and the overall performance of South East Water. The CEO recognized that the company was in a transitional phase, needing to adapt to the challenges presented by climate changes and fluctuating water levels that have plagued many regions, including Pembury.
In addition to addressing the immediate concerns raised by the supply failure, South East Water is also engaging in broader financial discussions. The water company was one of the five organizations that recently contested proposed price controls set by regulator Ofwat. These adjustments would allow an increase in annual customer bills, anticipated to rise from an average of £232 to £274 by 2030. The companies involved have argued that this increase is insufficient to fund necessary infrastructure improvements.
Moreover, the Competition and Markets Authority has provisionally agreed to allow an additional 4% increase in customer bills for South East Water, contingent upon a final decision in 2026. This potential increase ties directly into the company’s plans for infrastructure investment, such as the proposed Bewl Water upgrades. Hinton contended that these enhancements will necessitate the ability to secure necessary funding from customers to facilitate ongoing improvements.
As this situation develops, South East Water is also conducting a thorough investigation into the elements that may have contributed to the Pembury reservoir supply failure. The company has indicated that there might be a connection to the water levels and aims to analyze all possible factors comprehensively. The need for proactive measures becomes all the more pressing, especially after the dry weather experiences faced earlier in 2025, prompting the implementation of hosepipe bans in both Kent and Sussex.
The incident, under review by the Drinking Water Inspectorate, underscores the broader challenges facing utilities in delivering reliable service amid unpredictable weather patterns and evolving environmental conditions. As South East Water navigates through these challenges, the reflections of CEO Hinton could play a vital role in how the company repositions itself for future sustainability and endurance in operations.
