Due to the cold weather followed by a sudden temperature rise in December, we experienced a 300 per cent increase in bursts and leaks on our network and in customers' homes.
Across our supply area, we lost 100 million litres of water to leaks and bursts in a very short space of time. This is equivalent to the amount of water that 3 towns the size of Maidstone or Eastbourne would use on a daily basis.
This increased demand for water across our network, resulting in our treated drinking water storage tanks emptying quicker than we could refill them.
We worked around the clock to find and fix leaks, reroute water around our network of pipes, deliver water to vulnerable customers and set up bottled water stations.
Alternative water
Bottled water stations were opened for all of our customers without water. Our Customer Care team delivered more than 7000 bottles to customers on our Priority Services Register who couldn't get to the bottled water stations and had no one to help them.
We understand there was frustration around the locations, queues and lack of stock at these bottled water stations. Water companies across the country were also experiencing high burst rates, which meant bottled water, HGVs, and drivers were in high demand nationally.
At times the drivers were making 5-hour round trips to restock the supplies, and we had additional resources and vehicles on the roads to bring water to the area where we could.
Compensation
We abide by our Customer Code of Practice - further details can be found here(opens in a new tab).
This forms part of our Guaranteed Standards of Service (GSS) for household customers and is based on the requirements of the Water Act.
Now that the network in the area has stabilised, we have analysed pressure and water flow data to understand how the area was impacted and for how long.
We have written directly to those customers that were affected by the event and have applied a credit to their individual accounts that reflects both the length and frequency of interruption experienced.
If you were affected, this credit will appear on your statement. You will be able to view this by logging onto our website and accessing ‘My Account’.
Your feedback
With each instance of our customers being without water, we use the experience to learn and improve our service to ensure this doesn't happen again.
Below is a form where you can submit your feedback on what happened and how it was handled.