Residents across Sussex and Kent are enduring a sixth consecutive day without a reliable drinking water supply, as the fallout from last week's severe weather continues. Around 8,500 South East Water (SEW) customers remain affected by the latest major outage, which has left tens of thousands of households and businesses high and dry.
What Caused the Latest Water Supply Crisis?
The water company has cited Storm Goretti as the initial trigger for the disruption that swept the region. However, SEW clarified that the situation was exacerbated by a combination of factors, including a cascade of leaks and bursts following a rapid temperature change and issues with receiving the usual bulk supply of treated water. This complex cause is significant, as it may influence customers' rights to financial compensation.
Your Legal Rights During a Water Outage
Amid the confusion, it's crucial to understand what support you are legally entitled to. The Government's Guaranteed Standards Scheme (GSS) sets out clear rules that all water companies must follow, with recent updates increasing potential compensation.
Firstly, the company has a duty to inform you. In an emergency, they must tell you that the supply is off, where to get alternative water, when it will be restored, and a contact number for updates. If they fail in this basic communication, you could be owed a payment.
Secondly, SEW is obligated to provide free bottled water during an extended outage. The legal minimum is at least 10 litres per person per day. This is not a 'courtesy' but a requirement, distributed via collection points or deliveries.
Compensation: What You Are Owed
SEW has stated it is "fully committed to compensating fairly," though exact sums for this incident are still being determined. Under the GSS, the automatic compensation scheme is clear:
- If your supply is not fixed within 12 hours of the company becoming aware, you should receive an automatic payment of £50.
- For each subsequent 12-hour period without water, you are owed a further £50.
In serious cases where guaranteed standards are breached, total compensation can reach up to £2,000. The water regulator, Ofwat, states that payments should be made automatically. If SEW delays, you could be entitled to an extra £40 to £100.
A key exemption exists for outages caused solely by severe weather. As SEW has attributed this crisis to multiple factors, not just Storm Goretti, this exemption is unlikely to apply, strengthening customers' claims.
For businesses, the compensation framework differs. Following a previous outage in late November, SEW established a separate fund, bringing the total business compensation package to £2.5 million. A similar approach may be considered for the current disruption.
Tanya Sephton, SEW's Customer Services Director, said the company would "provide information on both Guaranteed Standards of Service payments at the earliest opportunity." It is vital to note that accepting any GSS payment does not forfeit your right to pursue separate legal action for any significant loss or damage suffered.
