As we head into the warmer months, we know many of our customers are feeling upset, frustrated and disappointed with us. Those directly affected by recent interruptions in service have experienced disruption, inconvenience and hardship; meanwhile those who’ve followed coverage in the media and online are concerned about our capability and commitment. Our customers are telling us they’ve lost faith in us. We’ve listened, and it’s clear things need to change.
We announced last month that in the wake of the recent challenges, our CEO and Chair have separately taken the decision to step down, making way for a new leadership with a mandate to drive the improvements required to regain the trust of the communities we serve.
But we know change cannot wait. Every one of our Directors and every single dedicated member of the South East Water team is working hard right now to deliver a network we can all be proud of.
Oliver Martin, our Regulation and Strategy Director, is a key part of that team, and in his message below, he addresses directly the challenges of the past few months and the concrete actions we’re taking today to deliver a more resilient network in the weeks, months and years to come.
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