Disruption to water supplies – compensation

Rother District Councillor Chris Saint has today received the following email from Southern Water about the recent disruption to water supplied following the bad weather.

‘I am writing following the recent water supply issues which affected our customers in your area. This situation stemmed from the impact on our water network of the recent thaw following the period of very cold weather.

We fully appreciate and understand the problems that the recent disruption has caused people and we will be compensating those households and schools affected.

We are working hard to identify all the properties concerned and will automatically compensate customers’ accounts. Those who were without water for less than 12 hours will receive £25. For those who had no water supply for over 12 hours, the payment will be £50, while those who had no water for over 24 hours will get £75.

We also recognise that many families and communities were disrupted by school closures due to water supply problems. Therefore, we will be donating a £2000 Science Technology Engineering & Maths (STEM)-focused community grant to each school affected by an interruption. We will also be offering these schools an interactive class session with our team of engineers and scientists.

Once again, we would like to apologise for the recent disruption and will aim to compensate all our customers within the next 7-10 days. Further details on our guaranteed standards of service for customers can be found on our website at https://www.southernwater.co.uk/guaranteed-standards-for-domestic-customers.  Please be advised that if we fail to let our affected customers know about the compensation they are due within 20 working days of the date of the supply interruption, they may be entitled to a further payment of £20.  If a customer has been affected by an interruption, but we have not contacted them, they can contact us within three months following the date on which their supply was interrupted or cut off.

Please note that for non-household customers, such as local businesses, we have made arrangements with the retailers which now look after these accounts and they will be in touch directly with customers very shortly. For further background on this, please see https://www.southernwater.co.uk/important-info-business-customers.

I trust the above has been helpful and informative, but please do let me know of any queries you may have.

All the best


Joel Hufford

Stakeholder Engagement Manager (Sussex)

Southern Water


T 01903 272776 M 07393 785905