London, Jan 6, 2026, 16:19 GMT
- Drinking water watchdog says Pembury works failure was spotted weeks early and could have been stopped
- South East Water CEO tells MPs response was “Eight out of ten” but admits missteps on communication
- Lawmakers scrutinise resilience and regulation after 24,000 homes lost safe water for up to two weeks
Britain’s Drinking Water Inspectorate said a breakdown at South East Water’s Pembury treatment works in Kent that left 24,000 homes around Tunbridge Wells without safe drinking water for two weeks was spotted weeks earlier and could have been stopped. Chief inspector Marcus Rink told MPs the firm failed to run tests requested by the regulator and to install a filter to stop heavy metals after a key treatment chemical failed, and he said it was “flying blind”. Rink added: “It shouldn’t have been a surprise,” while chief executive David Hinton said the incident followed a raw-water chemistry change not seen in 20 years and pointed to rising demand and climate pressures. 1
The evidence session is part of Parliament’s inquiry into reforming the water sector and follows the Tunbridge Wells supply failure late last year. Residents in Tunbridge Wells and surrounding villages were told on Nov. 29 that tap water was unsafe to drink, bathe, brush teeth with or give to pets, Parliament’s committees website said. 2
The Inspectorate has been investigating the incident as a drinking-water quality event, adding to pressure on the company over how it handled the crisis. It said in December it had opened a “full water quality investigation” covering South East Water’s actions before, during and after the event, including its communications to consumers. 3
Under questioning on Tuesday, Hinton apologised and told MPs he would score the company’s response “Eight out of ten” on restoring supplies, while giving lower marks on communication and preventing the failure. Committee chair Alistair Carmichael responded: “It sounds like you’re not really in control of your own business.” Hinton also acknowledged a heated call with Tunbridge Wells MP Mike Martin, telling MPs: “It wasn’t my finest moment.” 4
Regulators had already flagged risks at Pembury in a 2024 notice under the Water Supply (Water Quality) Regulations. The Inspectorate said South East Water had reported a “significant risk” of supplying water from the site that could be unwholesome or potentially dangerous to health, and it listed hazards including E. coli, turbidity, aluminium and pesticides. 5
The outage comes as Ofwat, the economic regulator for water in England and Wales, presses companies to fund upgrades and strengthen balance sheets. In a financial resilience report published in November, Ofwat said South East Water received £200 million in new equity in May 2025 after a £75 million injection in December 2024, and warned further equity may be required. Ofwat said its latest price review supports £104 billion of sector spending in 2025–30, known as AMP8, the next five-year investment period. 6
