Hundreds of households around Northiam, near Rye, suffered a loss of water supply after a major pipe failure that affected distribution across five areas. South East Water estimated as many as 800 properties were impacted, with residents reporting low pressure or no water between 17 and 19 July.
MP raises concerns after meeting with water firm
Bexhill and Battle MP Dr Kieran Mullan met South East Water chief executive John Halsall and senior company representatives alongside county councillor Paul Redstone to address how the incident was handled. The MP said the firm accepted it had let people down, particularly in terms of delivering bottled water, communicating with vulnerable households and the information provided to customers.
“Residents were badly let down and I made that clear to South East Water. While I welcome the fact the company accepted that mistakes were made, people quite rightly want more than an apology. They want confidence that this cannot happen again.”
Dr Mullan also pressed the company on why some communities appeared to receive supplies before others and why certain residents experienced prolonged waits for bottled water. He asked South East Water to set out the changes it will make to prevent a repeat.
Water firm response and operational details
South East Water acknowledged the seriousness of the outage and said a significant leak had impacted a reservoir that feeds several distribution zones. The company’s head of water supply for Kent, Estelle Ferschneider, apologised to customers in Northiam, Sandhurst, Hawkhurst and the surrounding areas who experienced low pressure or no water.
The firm said it recognised the effect on households and is reviewing the incident response. Details on specific remedial measures and timescales for improvement have been requested by local representatives.
Local impact and practical information
The loss of supply over two days will have disrupted everyday activities such as cooking, hygiene and caring duties for vulnerable people. Residents impacted by similar incidents should note the following immediate steps:
- Check South East Water’s website or customer communications for updates on supply restoration and safety notices.
- Where bottled water deliveries are delayed, contact local councillors or your MP to log urgent needs, particularly for people who are dependent on water for medical reasons.
- Follow any boil-water or precautionary guidance issued by the company or local health protection teams.
Representatives have asked for a clear explanation of the decision-making process used during the incident, including how distribution of bottled water was prioritised.
| Details | Information |
|---|---|
| Area affected | Northiam and surrounding villages (including Sandhurst, Hawkhurst) |
| Estimated properties affected | Up to 800 |
| Dates | 17–19 July |
| Local political action | Meeting between Dr Kieran Mullan, South East Water CEO and councillor Paul Redstone |
Local elected officials have stressed they want more than apologies: they are seeking concrete assurances and a timetable for improvements to emergency response, communications and support for vulnerable residents. South East Water has said it is reviewing the response and working to improve arrangements; residents and their representatives await further detail on planned changes.
