Update at 09:49, 17/01/2026
Current status : supplies have been restored
Although supplies have returned, we are continuing to move water around the network to balance the system, while tankers are continuing to pump water directly into the storage tanks to further stabilise the amount of water available in the area. This will continue today.
Our leak repair teams are out and about around the clock fixing leaks and bursts which are impacting the network.
Now supplies have been restored, we are starting to work with care homes, schools, GP surgeries and Priority Service Customers, who we delivered water to, and arrange the collection and recycling of used water bottles, where possible.
Our Water Supply Director, Douglas Whitfield explains how the Tunbridge Wells system works below:
Cloudy or discoloured water
As our network refills, you may experience low pressure or intermittent supplies. You may also see some discoloration in your water.
Why is my water discoloured?
The discolouration is caused by naturally occurring iron and manganese deposits in our pipes. These deposits are harmless, but they can get stirred up when there's a change in water pressure. This can make the water look cloudy or brown.
What should I do?
If your water is discoloured, please run your cold kitchen tap until it runs clear. It can then be used for drinking, washing and cooking as normal.
Bottled water stations
A walk in bottled water site is at:
- Bidborough Village Hall, Bidborough, TN3 0XD
Compensation
We are fully committed to compensating our customers and businesses fairly for this disruption. We want to ensure that every single customer and business receives exactly what they are entitled to. Customers and businesses can view and download the up-to-date Guaranteed Standards of Service guidance on our website.
- Household customer compensation details(opens in a new tab)
- Non household (business) compensation details(opens in a new tab)
We are still working hard to fully resolve the issues across our network and will provide further information on both Guaranteed Standards of Service payments at the earliest opportunity.
FAQs
We know you may have some questions. Here are some FAQs to answer any queries you may have.
Compensation
This is absolutely not true. The interruptions are down to physics; when the water storage tank drains too low, the pumps physically cannot push water through our pipes to your home, and therefore automatically shut down to avoid any damage. When the tank levels rise high enough, the pumps turn back on again.
We are fully committed to compensating our customers and businesses fairly for this disruption. We want to ensure that every single customer and business receives exactly what they are entitled to. Customers and businesses can view and download the up-to-date Guaranteed Standards of Service guidance on our website.
- Household customer compensation details(opens in a new tab)
- Non household (business) compensation details(opens in a new tab)
We are still working hard to fully resolve the issues across our network and will provide further information on both Guaranteed Standards of Service payments at the earliest opportunity.
Operations and technical
We invest millions of pounds every year upgrading our network. However, the recent weather conditions involved a rapid “freeze” followed by a sudden “thaw”. This causes ground movement and snaps pipes regardless of their age. Sadly, this is a national issue, and water companies across the UK are currently facing similar challenges.
Water companies across the UK operate as a regional network. It is standard practice to share resources and move water between regions to ensure resilience. This is a planned part of how we manage water resources.
No. Tankering is a standard procedure to help “top up” the storage tanks when demand for water is high in certain areas. It helps the situation, it does not cause leaks or bursts.
You are right that mains are buried deep to prevent the water inside freezing. However, the issue isn’t always the water freezing; it is the ground around the pipe expanding and contracting due to the temperature changes. This shift in the ground puts immense pressure on the pipes and causes them to leak and burst.
David Hinton remains committed to resolving the immediate issues facing customers in both Kent and Sussex, whilst continuing to seek to obtain the investment to deliver the much needed improvements in resilience to the South East Water network, detailed in the company’s Business Plan.
Future and planning
Water companies have a statutory duty to connect new homes approved by local councils. However, we plan our water resources 50 years in advance to ensure we can meet this demand. The current issue is not a lack of water resources, but a failure caused by the recent weather conditions.
We are constantly replacing and upgrading ageing and damaged pipes. However, extreme freeze/thaw events are becoming more frequent. We are reviewing our winter resilience plans to see how we can better protect our network against these sharp temperature changes in the future.
We have increased our leakage teams, are using satellite technology to spot leaks underground, and are monitoring weather patterns closely to prepare our network for future cold weather.
It might seem contradictory to have hosepipe restrictions in place during wet or freezing weather, but the restrictions remain because our deep groundwater sources and reservoirs have not fully recovered from the summer drought. It takes months of sustained rainfall to refill these deep aquifers. If we lift the restrictions too early, we risk starting the spring with critically low water resources. We review this constantly and will remove the restrictions as soon as water levels are secure.