Ofwat has launched an investigation into South East Water’s supply woes after ruling that the company is the sector’s worst performer for supply interruptions.
The regulator probe will focus on South East’s supply resilience and whether the company has sufficiently invested in its network to avoid customers facing interruptions.
On average, supply interruptions for customers lasted just over three hours, against a performance commitment of five minutes and 45 seconds.
By way of comparison, the second worst performing company, Southern Water, recorded average supply interruptions of 1 hour 28 minutes.
“We are clear that water companies must do more to regain public trust and it must start with better service,” David Black, Ofwat chief executive, said. “Where this does not happen, we will use all of our powers to ensure the sector delivers better value for both customers and the environment.”
Over the past 18 months, South East’s customers experienced supply interruptions and low pressure. During the 2022 heatwave, the company struggled to keep up with consumption demand, which was followed by issues during the freeze thaw in December.
The company said it intends to fully cooperate with the investigation. A spokesperson said: “Resilience forms a major focus for South East Water both now, and as a significant part of our PR24 business plan which has been submitted to Ofwat.”
At the start of October, the company submitted its proposals for 2025-30 that included doubling investment to £1.9 billion. The plan included a pledge to reduce interruptions at a cost of £230 million.
The investigation does not necessarily imply that Ofwat will find any breach, or that an enforcement or fine would follow, the regulator said.
Mike Keil, chief executive of CCW, said: “Customers’ trust and confidence in South East Water has been undermined by the company’s repeated poor handling of supply interruptions and we will do all we can to support Ofwat’s investigation.
“There was considerable anger and frustration among many people who felt unsupported, compounded by the company’s poor communication. Customers have a right to expect better from an essential service provider.”
The Drinking Water Inspectorate said in October it was separately considering action against the company to secure improvements.