Interruptions

You quite rightly expect us to supply top-quality drinking water to taps, 24 hours a day, seven days a week.

We invest a lot in upgrading our network but sometimes burst pipes, extreme weather events, power outages or damage can affect our supply to you. When this happens, we aim to fix issues as quickly as possible to reduce the impact on you and your families.

We have been set a target for every property we serve to be affected for less than five minutes on average by interruptions lasting three or more hours by 2029/30. Our 2025/26 target was 12 minutes and 22 seconds.

How have we performed?

The performance for the year was 4 hours, 34 minutes and 35 seconds which has resulted in a maximum penalty of £7.65 million.

A number of incidents have impacted this measure, such as the interruptions to supplies in the Whitstable area in July 2025, Tunbridge Wells in December 2025 and the freeze/thaw incident impacting Kent and Sussex in January 2026.

You can read more about these incidents here.