South East Water: Disruption of Supply

(Urgent Question): Will the Secretary of State for the Environment make a statement following the disruption of water supplies throughout the area served by South East Water during the spring recess?

I thank the right hon. Gentleman for asking this question. I will update the House on the water supply disruption in Kent, and I want to begin by expressing my sympathy for those affected by the disruption. Being without water is distressing at any time, but particularly during a period of hot weather, alongside school revision and examinations. This is now the third major outage affecting South East Water customers in recent months, and it is simply not acceptable. South East Water reported that thousands of customers were impacted by supply disruptions over the course of the incident, and I am pleased that normal water supply has now been restored. I met the interim chair and senior operational staff twice during the course of the incident, including on Sunday, and the Department for Environment, Food and Rural Affairs team met them daily to hold them to account for the incident and to request that they set out by the end of this week how they will compensate customers. Water supply disruption causes significant cost to businesses and impacts the most vulnerable in society. I have heard of a 100-year-old lady without water, and a care home in Cranbrook using wet wipes to keep their residents clean. This is simply unacceptable, and the company must take urgent action. I thank all those working in the Kent local resilience forum, the local authorities, the health and social care partners, and civil servants in the Ministry of Housing, Communities and Local Government and DEFRA for their hard work to support those affected. I am also grateful to operational staff and volunteers who worked on the ground to restore supplies and provide alternative water. A reliable supply of clean water is one of the foundations of a healthy, functioning society. The situation demands further bold action to deliver fundamental long-term reform, and that is why we are delivering whole-scale reform to the water sector. Through our clean water Bill, we will create a new single, powerful regulator, giving us for the first time a clear system-wide view of company performance and the tools to intervene more quickly when companies fall short. We will put consumers first by introducing a water ombudsman, ensuring that customers have a stronger voice and clearer routes to redress. We have already passed the Water (Special Measures) Act 2025, which introduced the toughest sentencing powers ever applied to lawbreaking water company executives, and introduced powers to ban unjustified bonuses. It is vital that South East Water and all water companies deliver on improvements to their infrastructure, but most of all, they must continue to improve their ability to maintain water supplies to their customers, whatever the weather.

I thank the Minister for her obvious and genuine concern, and for the measures that she has sought to take. I join her in thanking the very many organisations that have sought to help us through this problem, and I include in that the employees on the ground at South East Water. Mr Speaker, you know that thousands of people in Herne Bay in my constituency and thousands more in Whitstable, in the constituency represented by the hon. Member for Canterbury (Rosie Duffield), were left without water during the four hottest days of the year so far. That is totally inexcusable and totally unacceptable. Not only were households disrupted, but at the very time when they should have been having a glorious start to their season, guest houses, hotels, restaurants and pubs were shut, care homes had frightful problems, and a doctor’s surgery lost consultations, because they did not have water. There is no quick fix. The Broad Oak reservoir should have been built 50 years ago. It will take 10 years if we start tomorrow, but we have to try to make sure that in the coming months, because there will be more hot weather, this does not happen for a fifth time across Kent. Finally, I do believe that the water companies face a very real problem in the regulations as they stand. They are required by law to connect every new house to a supply, but they are not consultees in planning applications—we have to correct that. They have to be given a voice because they cannot spirit water out of thin air.

I share the right hon. Gentleman’s outrage at the situation. He is quite right to say that one of the answers is the reservoir, which will take a long time to build, but this is not just about the reservoir. It is also about desalination plants, and the need for more urgent action to tackle leakage; too much water is lost through leakage. Across Government, we are looking at building standards for new homes and at how we can make homes more water-efficient, because this is a big problem. I hope that I can offer the right hon. Gentleman some reassurance by telling him that the National Infrastructure and Service Transformation Authority has been doing some mapping to identify areas of the country that have more acute water shortage problems and what we need to resolve them. I asked the company, “What are the actions you can take now?” There is no excuse for poor communication; that is something it can fix overnight. It can also improve its relationship with the local resilience forum. That does not cost any money. It can look at its bulk supply deal with Southern Water—that is another action it can take. It can accelerate its work on leakage reduction—that is another action it can take. Fundamentally, though, the right hon. Gentleman is quite right: the answer is building reservoirs and having greater water storage across our country. Quite frankly, I think it is that we have a situation where we complain about the drought all through the summer and complain about the rain all through the winter, yet have no way of storing that water. I am urgently trying to change that.

I remind everybody that this urgent question is about South East Water, not other water companies. I am sure that all questions will be linked to that subject.

Like many of my constituents, I have lost all faith in South East Water after its repeated failures to deliver adequate standards for customers in my constituency and across Kent. The latest incident left around 4,000 of my constituents having to cope for days with no water entirely, an intermittent supply or low water pressure. South East Water’s failure to invest in infrastructure means that I have no confidence that it will be able to provide a basic standard of service. Moreover, it kept in place the hosepipe ban until February, and there was no preparedness for the coming hot weather, so there is a lack of understanding by the senior leadership within that organisation. What practical measures can the Government take to ensure that we will not suffer in the coming summer months?

I share my hon. Friend’s outrage at the situation. He has been a fantastic champion for his constituents in raising this matter with me a number of times. On the immediate action that South East Water can take, we have said to the company that it needs to be prepared for future hot weather during the summer. What is its resilience plan, what actions will it take and where can it identify immediate actions to take? The longer-term solution is greater water storage. Fundamentally, this company is a water-only company. It has one job—that is all—and that job is to supply water, and it is, quite frankly, astonishing that it is failing to do that at the moment. My hon. Friend will be aware that South East Water is under investigation by Ofwat and the Drinking Water Inspectorate as to whether, because of its recent credit downgrade, its licence conditions have been broken—so serious actions are being taken against the company. I will, of course, update the House as soon as I hear more about the actions it will be taking in the immediate short term. I should also say that the CEO has offered his resignation and the chair has already resigned. There is an interim chair, and the CEO is currently there while the organisation looks to replace him.

I call the shadow Minister.

Thank you, Mr Speaker, for granting this urgent question from my right hon. Friend the Member for Herne Bay and Sandwich (Sir Roger Gale). I thank the Minister for her approach and engagement on this vital issue. It is deeply regrettable that we are here yet again with unacceptable outages from South East Water following the events back in December and January. The shortage of water supply in Kent in these hot conditions has had a terrible impact on local communities: homes have been without water supply; schools and businesses have been impacted; farmers and horse owners, again, feared not having enough water for their livestock; and local residents have lost confidence in their water supply and are switching to bottled water. That is simply outrageous. These repeated failures from South East Water are simply not good enough. We have heard repeated accounts about poor communication and logistics from South East Water, including difficulties in accessibility to collect bottled water, compromising vulnerable residents. Can the Minister please provide guidance on what is being done to ensure that, moving forward, people can reliably access adequate supply, particularly vulnerable households? What is being done to ensure that vital healthcare delivery can continue uninterrupted? In these hot conditions, what measures can be put in place so that farmers and horse owners have enough water for their livestock? What meetings has the Minister had with South East Water, Ofwat, the Drinking Water Inspectorate, local resilience fora and affected councils since this latest disruption? We have seen resignations at the top of South East Water, but we are yet to see any change in performance. What enforcement action is being considered against South East Water if it is found again to have failed its statutory duties? What investment has South East Water committed to improve resilience in Kent, Sussex and other areas, and how will Ministers ensure that it is delivered? Do the Government accept that repeated water outages are unacceptable, and what steps will Ministers take to support people in South East Water’s area so that they do not face yet another period of interrupted supply?

Access to water for livestock was raised with me after the last outage—I think by the hon. Member and the hon. Member for East Grinstead and Uckfield (Mims Davies). This time, South East Water did make deliveries of alternative water to farms across the region during the incident—or that is what I have been informed, but if there is intelligence otherwise, I am keen to learn about that and to understand. South East Water has said that it continues to monitor farms in at-risk areas.