Full Breakdown
Tunbridge Wells Water Crisis: Accountability and Response
1/7/2026, 6:27:13 AM
Overview of the Crisis
The Tunbridge Wells water crisis, which left tens of thousands of residents without drinking water for two weeks in late 2022, has prompted significant scrutiny of South East Water (SEW) and its leadership. From November 29 to December 4, approximately 24,000 properties experienced either a complete loss of water supply or low pressure, culminating in a nine-day boil water notice once supplies were restored.
Key Figures and Responses
David Hinton, the chief executive of SEW, faced intense questioning from Members of Parliament (MPs) during a hearing of the Environment, Food and Rural Affairs Committee. Hinton acknowledged the crisis as a "failure" and expressed his commitment to addressing the underlying issues. He attributed the water quality problems to a malfunctioning coagulant used in the Pembury Water Treatment Works, which is essential for removing solids from water before disinfection. Hinton explained that the coagulant, which had been in use for two decades, failed to perform as expected, leading to potential disinfection issues.
Official Statements and Accountability
During the committee hearing, Hinton apologized for the crisis and admitted shortcomings in SEW's response. He noted that the company had not anticipated the increased demand for water due to the COVID-19 pandemic and extreme weather conditions. Hinton stated, "I'm deeply sorry to the customers, it's a terrible outcome," while emphasizing the need for improvements in the water supply network. SEW plans to enhance its infrastructure by updating the Bewl Water Treatment Works, which will provide an alternative water source for Tunbridge Wells, reducing reliance on the Pembury facility.
Criticism and Opposition
The crisis has drawn sharp criticism from local MP Mike Martin, who called for Hinton's resignation, citing a lack of effective communication and leadership during the emergency. Martin highlighted the struggles faced by vulnerable residents, including those with cancer and individuals requiring dialysis, who were severely affected by the water shortages. The local business improvement district estimated a revenue loss of approximately £20 million due to the crisis, a figure SEW disputes, having allocated £2.5 million for business compensation.
On-the-Ground Reports
Reports from residents indicated significant distress during the crisis, with some individuals unable to access water deliveries. SEW's customer services director, Tanya Sephton, acknowledged that while the company aimed to deliver water to those on its priority register, there were instances where deliveries were delayed. She noted that the maximum wait time for customer service calls was 18 minutes, but many residents reported difficulties in reaching the company.
What's Next
SEW's infrastructure improvements are expected to be completed by 2028, aiming to bolster the resilience of the water supply system in Tunbridge Wells. The company has committed to learning from the crisis and implementing necessary changes to prevent future occurrences.
Verbatim Quotes
- “I'm deeply sorry to the customers, it's a terrible outcome, I'm just trying to explain the circumstances.” — David Hinton, Chief Executive, South East Water
- “We have got a number of learnings that we are absolutely committed to putting in place.” — David Hinton, Chief Executive, South East Water
- “could sleep at night having politicised the issue” — David Hinton, addressing MP Mike Martin
The Tunbridge Wells water crisis underscores the critical need for effective water management and communication strategies, particularly in times of emergency.
