South East Water

George Howarth Excerpts

Tuesday 17th January 2023 Westminster Hall

[Sir George Howarth (in the Chair)]

Order. I will shortly call Greg Clark to move the motion, and then if there are no other speakers I will call the Minister to respond. If there is another speaker, they will be taken next. I remind Members that there will not be an opportunity for the Member in charge to wind up, as is the convention in 30-minute debates.

[Greg Clark (Tunbridge Wells) (Con)]

I beg to move,

That this House has considered the performance of South East Water.

I am very grateful to have secured this debate, and I convey my thanks to Mr Speaker for allowing it. It is a pleasure to serve under your chairmanship, Sir George.

The purpose of a water supply company is simply to supply running water to its customers—water to drink, water to cook with, water to wash and bathe in, water to clean clothes and dishes, water to operate central heating boilers and water to flush the toilet. It is the most basic, essential service in Britain in the 21st century, and we rightly take it for granted, and yet for eight days, including the week before Christmas, many thousands of people in my constituency, in Tunbridge Wells and the surrounding villages, had no water. That followed an earlier period in November in which other parts of my constituency were cut off from running water.

South East Water, the company granted the privilege of operating a local monopoly, failed in its only purpose. By South East Water’s own admission, on 19 December, to take one particular day, 3,500 households—about 10,000 people—were without water. As the days went on, many people endured conditions of stress and, frankly, squalor. I will share with the Chamber some examples from the deluge of emails I received from desperate constituents in what became the nightmare before Christmas.

One constituent emailed me to say,

“Our home, in which four adults live, has absolutely no water whatsoever. We have no water to wash ourselves, wash our dishes, wash our clothes, flush the toilet—nothing. It feels as though we are living in the past and have gone backwards in time.”

Another constituent wrote to say,

“I’m at my wits end and this has been the worst week. We have lost water every day for the last 5 days and been forced to buy water. We been told we can collect water from Tesco but if you don’t drive it’s a 45 min walk in the ice! And it’s just tiny bottles as my neighbours have driven to get.”

Another constituent emailed me and said,

“My son was diagnosed with Type 1 diabetes a month ago and is having to come to terms with his new way of life which now includes four insulin injections a day and multiple blood prick tests throughout the day. The lack of water to keep everything clean for him is really affecting every part of our day now. We are having to travel to family members for even the most basic of tasks including showers, washing clothes, washing plates never mind the necessity for my son to take his insulin with clean hands and a clean environment.”

Yet another constituent said,

“It is becoming unbearable. I cannot understand how not having water is a recurring issue we face in 2022. I have a new born baby and am finding it harder and harder each day due to the lack of running water. As your probably aware babies are unable to drink bottled water so I am having to drive to friends’ houses to fill up with tap or buy expensive pre made formula for him to drink.”

Another constituent wrote and said,

“I left for work on Friday morning and got home half an hour ago. I’ve worked all weekend covering various clinical hospice duties when really I should be up in my bed with hot lemon and paracetamol. I chose to prioritise caring for my end of life patients over my own health needs. So getting home tonight to no water yet AGAIN has left me speechless and super upset. I am physically and emotionally broken. The one thing I wanted to do tonight before crawling into my sick bed was to have a hot bath but it wasn’t possible. ”

Another constituent said,

“Thank you for bringing up the water supply issue on the news last Friday. I really thought it would have been fixed by now, but we still have no water! We are struggling to cope. We have two young children. All our toilets are now blocked. I’ve just had to remove all the excess excrement and dispose of in the garden! The water shortage has been going on for weeks. Way before the cold spell. What is going on with South East water!”

Finally, in terms of this debate—but by no means finally in terms of the communications I had from constituents—one person wrote to say,

“the dialysis unit in Tunbridge Wells was forced to close until Boxing Day as they were unable to guarantee full dialysis for their patients—more than 80. I spoke to an engineer who waited all day at the unit for a tanker that did not arrive. The nurses worked until 1 am on the day they had water to dialyse as many people as possible. An extraordinary situation that put incredible pressure on staff and huge stress on patients.”

What on earth could be the reason for such a catastrophic set of events, resulting in those cuts to our water supply? The answer is a catalogue of failures over the preceding weeks that exposed a network lacking in the resilience needed to do the job of supplying water reliably to our residents.

Floods in November had put out of action water treatment works at Groombridge and Tonbridge, and a power cut at around the same time had hit suppliers from Bewl Water. Those incidents caused quite significant loss of water for many households throughout my constituency, but they also had a knock-on effect. Those failures meant that one of the main holding reservoirs that supplies the town of Tunbridge Wells, an underground facility on the Pembury road, fell to less than 20% of its normal capacity. When the cold snap hit in December, with the water leaks from burst pipes that that entailed, the reservoir was too low to supply the population that relied on it. It could not refill, because as much water was being taken out through burst pipes as was being put in.

That may be an explanation, but it is in no way an acceptable excuse. If heavy rain followed by snow and ice—pretty normal winter weather—can knock out water supplies, the network is not resilient enough. During that time, the company’s response was not nearly good enough, either. I attach no blame to the South East Water maintenance engineers who worked day and night to find and repair burst pipes during that period, but communication with customers was totally inadequate. During my daily conversations with the chief executive, I was able to glean an understanding of the engineering problems that I have just described and report it to constituents, but that should have come from the company from the outset.

Without running water available, it was essential that bottled water should reach people who were desperate for supplies. Yet for many days, the only distribution point for bottled water was in the car park of Tesco at Pembury. At times, it became totally overwhelmed, causing gridlock on the surrounding roads. South East Water and my constituents have reason to be grateful to Tesco and, in particular, its managers Jon Briley and Justin Alexander for allowing the car park to be used, despite the fact that this happened the week before Christmas—their busiest trading time of the year—and caused huge disruption to the store’s operation.

As anyone with knowledge of Tunbridge Wells knows, Tesco at Pembury is a long way from many of the properties affected in the town and to the south and west, in places such as Hawkenbury and Langton Green. Even at the best of times, the Pembury Road that leads to the store is probably the most notorious in Tunbridge Wells for congestion. Yet it took several days of pressure from me and the chief executive of the local borough council before another, more central site was opened at the Salvation Army headquarters, by kind permission of Captains Graeme and Zoe Smith.

To my immense relief and that of my constituents, supplies finally resumed on 23 December, though many properties suffered a loss of water from airlocks and local burst pipes even after that point. It was too late to save Christmas for the pubs, cafés, hotels and restaurants that had had to cancel bookings for customers they had expected during the previous week, at a cost to their reputation, as well as to their income.

There must be a reckoning for what happened last month, and it must never be repeated. I thank the Minister for being extremely helpful to me throughout the crisis, having multiple phone calls and convening a meeting with South East Water at the height of the crisis in December. Will she now support me in two further respects to secure two things from South East Water?

The first is compensation for constituents who were affected. I realise that a financial sum cannot expunge the memory of the misery that people endured, nor bring back the pleasure forgone of what should have been a relaxed and festive week before Christmas—the first that people have been able to have since the pandemic. However, financial compensation is owed to them by a company that, after all, made more than £83 million in profit last year from those same customers. That compensation should go beyond the statutory minimum and reflect the cumulative and aggravated impact of rolling cuts to supply over many days, and the extreme uncertainty and anxiety that the prospect of having no water caused. I have also asked—I think it is appropriate—that South East Water make a wider contribution to our whole community, over and above individual compensation, to reflect the disruption caused to our area at an important time.

Secondly, can the Minister support me in obtaining an urgent plan from South East Water to increase—indeed, to guarantee—the security of our water supplies against things that have the potential to disrupt them, whether they be power cuts, floods or freezing weather? Every action that can make a difference should be assessed urgently, and measures should be fast-tracked now.

South East Water exists for one reason, and one reason only: to supply water reliably to homes and businesses, but it has failed to do so. If it cannot make us confident that the same thing will not happen again, the company should be removed from that role.