Across the supply region:
Spring Heatwave 2026
Drinking water supplies have returned for all customers impacted by the water supply interruptions in Kent caused by exceptionally high demand, following the period of hot weather.
We apologise unreservedly to all customers impacted by the recent disruption to their water supply and know how frustrating it is, especially in the recent hot weather. This is not the service our customers expect, nor is it the service we aim to provide.
Although our network is continuing to recover, levels of drinking water in our storage tanks across Kent are still low and there may be some small isolated areas experiencing intermittent supply issues while we stabilise the network, including in Wraik Hill and Chestfield, near Whitstable.
Despite the weather cooling this week, we are continuing to ask customers in supply to use water for essential purposes only - for example drinking, cooking and hygiene.
You can also watch our latest video update(opens in a new tab) from Nick Price, Head of Water Resources explaining more about the ongoing recovery of our network and the work taking place across our supply area.
Simple swaps can make a huge difference to help keep the taps flowing for everyone and prevent further measures.
- Stop using jet washes, hosepipes and sprinklers. Swap paddling pools for water blasters to keep kids cool and the car and patio can wait for a wash.
- Think about where you can swap tap water for recycled water. Reuse water from baths, showers and sinks in the garden.
- Act now, please do all you can to cut down on everything but essential water use, which is drinking, washing and cooking.
The below FAQs should help answer your questions. For the latest information on interruptions, please click on the button below.
Bogus Letters and notices
We're aware that there are a number of letters and notices being placed on social media and through letterboxes pretending to be from South East Water which are providing incorrect information.
We are clear, these notices are not from South East Water or Southern Water. Please ignore them. Customers should only follow information which is placed on our website and social media channels.
Customer letters
We will shortly be writing to all customers affected to make them aware of the next steps.
We are sorry that our call queues are higher than normal due to widespread outages. The latest updates are available on our website(opens in a new tab).
If your call is about a non-urgent billing enquiry, please call between 9.30am to 4.30pm so we can prioritise emergencies. Alternatively, you can contact us or manage your account online through southeastwater.co.uk.(opens in a new tab)
Please call our Customer Care team on 0333 000 2468.
Lines are open:
- Monday to Friday: 8am to 7pm
- Saturday: 8am to 1pm
If it’s outside these times, please call 0333 000 0365 (24/7).
This week saw the first heatwave of the year and the hottest May day on record. As expected, demand for water has surged. On Monday 25 May, 670 million litres of drinking water was used across our supply area, which is almost 100 million litres more than the average for this time of the year.
The water network is like a motorway, when everyone uses it all at once, roads come to a standstill. When a whole neighbourhood uses water all at the same time, it pulls water out of the local pipes so fast that the pressure drops. The result is that homes and businesses living at the far end of the network or on higher ground can see their taps run completely dry.
This means you could experience water going on and off throughout the day, with no water or low pressure at peak times, particularly between 7am to 9am and 4pm to 7pm.
We have also had some leaks and bursts on the network. We understand this is extremely frustrating. While this is normal across our 9,000 miles of pipe that works under high pressure at all times, we are working hard to fix these as quickly as possible.
The combination of high demand and normal levels of leaks and bursts has caused the intermittent supply issues. So we’re asking customers to use water for essential uses only for the time being.
We’re asking you to use water for essential uses only; please use water for essential purposes only: drinking, washing and cooking.
There are lots of simple swaps that can make a huge difference to help keep the taps flowing for everyone and prevent further measures.
- Stop using jet washes, hosepipes and sprinklers. Swap paddling pools for water blasters to keep kids cool and the car and patio can wait for a wash.
- Think about where you can swap tap water for recycled water. Reuse water from baths, showers and sinks in the garden.
- Act now, please do all you can to cut down on everything but essential water use, which is drinking, washing and cooking.
We had planned for an increase in demand given the weather forecasts by increasing output at our water treatment works across our supply area and putting extra water into the network.
Our fleet of tankers has been working 24/7 putting additional water into the network in areas where demand has been extremely high over recent days.
Unfortunately, the demand for water is outstripping the speed at which we can treat it and pump it to our customers’ homes. On Monday 25 May, 670 million litres of drinking water was used across our supply area, which is almost 100 million litres more than the average for this time of the year.
The current supply situation changes quickly, with demand changing over the course of the day. This results in an intermittent supply for customers at the furthest ends of our network. When demand drops, customers come back into supply until demand outstrips the pace we can treat water again.
Unfortunately, it does mean that some customers will continue to have an intermittent water supply until demand reduces.
In some areas where there has been supply interruptions - or where we believe issues may occur - we have proactively delivered bottled water to our vulnerable customers on our Priority Services Register and we are supporting critical care sites like hospitals and care homes where necessary.
You can find out more about the service, and sign up here.
We’re sorry you have a water supply interruption. We’re prioritising customers who have been out of water for a prolonged period of time. If you have an intermittent supply - for example, your water goes off when demand is high in the morning and evening, but returns during the day, we may not be able to deliver bottled water to you.
When customers sign up to our Priority Services Register, we ask if they are able to collect water in an emergency situation. This means that when we start making deliveries, we focus on customers who have told us they are unable to collect their water.
Customers on our Priority Services Register, or who need extra support, can call our customer care line on 0800 952 4000 (available 24/7).
We will not be opening any bottled water stations today (Friday 5 June) as all customers impacted by outages due to the supply issues, led by high demand during the heatwave, are back in supply.
At this stage, we’re not able to say when your tap water supply will be fully restored and back to normal. We’re doing what we can to find and fix bursts and leaks as quickly as possible, but we’re asking our customers to help us keep taps flowing.
We’re asking customers to please use water for essential purposes only: drinking, washing and cooking.
We are truly sorry for the impact this situation has had on residents and businesses in parts of Kent and Sussex where there have been water supply issues during the hot weather this week.
We abide by our Guaranteed Standards of Service (GSS) and we are fully committed to compensating our customers and businesses fairly for this disruption. We want to ensure that every single customer and business receives exactly what they are entitled to. Customers and businesses can view and download the up-to-date GSS guidance here(opens in a new tab).
For business customers, any compensation that is paid by South East Water will go to your water retailer. It is the retailer's responsibility to apply this to your account.
If you lose your water supply, use bottled water for hot and cold drinks as normal so you stay hydrated.
Staying hydrated is essential to prevent heat-related illnesses and infections. If you do not drink enough fluids, you may experience dizziness, tiredness, or dark yellow urine. Dehydration also increases your risk of developing a Urinary Tract Infection (UTI).
Our sense of thirst naturally decreases as we age. To support older residents during an outage:
- Keep bottled water within easy reach at all times.
- Offer flavoured drinks or foods with high water content, such as soup, jelly, sauces, custard, or extra milk on cereal.
- Always provide a full glass of bottled water when they are taking medication.
For detailed signs of dehydration and treatment advice, please visit the NHS website(opens in a new tab) or Age UK(opens in a new tab).
Washing your hands - Use soap and bottled water to wash your hands for at least 20 seconds, ensuring you dry them thoroughly afterward.
Cleaning your kitchen and brushing your teeth - You must use bottled or previously boiled water to clean down kitchen surfaces and to brush your teeth to ensure they remain sanitary.
Flushing the toilet - You can flush your toilet manually by pouring a bucket or bowl of "grey water" (used water collected from washing) directly into the toilet bowl.
The bottled water provided directly by us is safe for baby formula. However, if you are using shop-bought bottled water, you must check the label.
Ensure it contains:
- No more than 200 milligrams (mg) per litre of sodium (Na).
- No more than 250 mg per litre of sulphate (SO4).
How to prepare a bottle of baby formula using bottled water:
- Always boil the bottled water to at least 70°C.
- Mix the formula as usual.
- Allow the solution to cool to a safe temperature before feeding your baby.
