The Consumer Council for Water - in partnership with Ofwat - has today published consumer research highlighting the experiences of South East Water customers who suffered extensive disruption to their water supply in winter 2025

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, the 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.

The report paints a damning picture of the company’s response and the scale of the impact on affected customers, including serious issues with communication, bottled water provision and support for vulnerable customers.

Key findings include:

• Fewer than 1 in 10 affected customers were satisfied with how South East Water handled the incidents
• Communication was the clearest and most consistent point of failure, with fewer than 1 in 10 affected customers satisfied with the reliability of communications about the timescale to restore services
• Around half of customers in vulnerable circumstances who were registered for Priority Services said they did not receive the support they expected
• Around half of those affected say they now store bottled water at home in case of future incidents
• 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
• 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

Responding to the research findings, CCW's Chief Executive Mike Keil said:

"Our research lays bare the scale of disruption inflicted on the lives of tens of thousands of South East Water customers last winter.

“People understand that things can sometimes go wrong with their water and sewerage services, but they expect their water company to minimise the impact – not make it worse. With the right handling, companies can build trust during challenging incidents, but when the response falls short, it can make a bad situation even more difficult.

“Perhaps the most damaging legacy is the loss of confidence among some South East Water customers in the safety and reliability of their drinking water – despite the UK’s reputation for world-class tap water.

“We recognise South East Water has committed to strengthening the resilience of its services and improving support for customers, but the most recent heatwave disruption suggests the company remains a long way from getting a full grip of its network.

“The problems which have plagued the company in recent years point to deeper cultural issues that its new leadership must urgently address. Restoring consumer trust will require meaningful change, a sharper focus on customers’ needs and delivering on the commitments the company has made."

Click here to download the full report