The water industry regulator, Ofwat, has formally launched an investigation into South East Water after thousands of households across Kent and Sussex were left without supply for the second time in two months. The probe will examine whether the company failed in its legal duty to provide high standards of customer service and adequate support during a series of “miserable” supply interruptions.

As reported by Ofwat, the investigation is the first of its kind to be launched under a new customer-focused licence condition. This regulation was specifically designed to ensure that water firms provide proactive communication and appropriate help to residents—particularly those in vulnerable circumstances—when infrastructure fails. If the company is found to have breached these conditions, it faces a potential fine of up to 10% of its annual turnover.

The move follows widespread disruption caused by Storm Goretti and subsequent “freeze-thaw” events, which saw more than 30,000 properties lose water intermittently in early January. This latest crisis came just weeks after a separate incident in November and December, where approximately 24,000 customers in Tunbridge Wells were left without drinkable water for nearly a fortnight due to a chemical failure at a treatment works.

Lynn Parker, Ofwat’s Senior Director for Enforcement, stated that “the last six weeks have been miserable for businesses and households across Kent and Sussex.” She noted that the repeated problems have had a “huge impact on all parts of daily life” and caused significant harm to local businesses during the busy festive period.

Public and political pressure on the supplier has reached a breaking point. The Environment Secretary, Emma Reynolds, recently visited Tunbridge Wells to hear from affected residents and has called for a review of the company’s operating licence. She stated that “water bosses must be held accountable for significant failures,” highlighting that the government has already moved to double compensation rates for service failures.