TL;DR
South East Water has confirmed 18,000 Kent customers are still affected by supply problems after demand hit 670 million litres in a single day during the heatwave. Bottled water collection points are operating, with customers urged to use water for essential purposes only.
South East Water has confirmed that around 18,000 customers across Kent are still affected by water supply problems after the heatwave pushed demand to record levels. The company recorded 670 million litres of drinking water used in a single day across its supply area, nearly 100 million litres above the usual figure for May, and has urged customers to use water for essential purposes only.
Where the supply problems are concentrated
South East Water has identified Whitstable, Tankerton, Herne Bay, Radfall, Sevenoaks, Cranbrook, Ashford, Ulcombe, Charing, Challock and Molash as the worst-affected areas during the heatwave. The outage peaked when about 800 properties in the villages of Charing, Challock and Molash were without water.
Customers in Ashford and Maidstone have started to see service return, although the company has warned that further supply pressure remains likely until temperatures fall and demand drops back. The full daily update is published on the South East Water website.
Why demand has hit record levels
South East Water reported that 670 million litres of drinking water were used across its supply area in a single day during the bank holiday weekend, nearly 100 million litres above the average for late May. Garden watering, paddling pools and showers all contributed to the spike.
The company operates pumping stations and reservoirs sized for typical seasonal demand. Sustained heatwave conditions push demand beyond the design capacity in many systems, which is why temporary supply problems can emerge even where reservoir storage remains healthy.
Bottled water collection points
Bottled water collection points have been set up at major Sainsbury's and other retail sites across the affected area, including Altira Business Park in Herne Bay. Long queues formed during the worst-affected days, with drivers stuck in tailbacks accessing the sites.
South East Water customer care teams continue to deliver bottled water directly to vulnerable customers registered on the Priority Services Register. The register is free to join through any UK water company's website and supports anyone with medical needs, disability or other vulnerability.
Compensation and customer rights
Customers who have been without water for more than 12 hours can claim compensation under the Guaranteed Standards Scheme. The standard payment is £20 for the first 12 hours of interruption and £10 for each further 24 hours, with separate rules for vulnerable customers.
Ofwat regulates the water industry in England and Wales and sets the Guaranteed Standards. Customers can complain to Ofwat or the Consumer Council for Water if a water company does not deliver compensation correctly.
What customers are asked to do now
South East Water has asked customers to use water for essential purposes only, including drinking, cooking and basic hygiene. Garden watering, paddling pools, hose-pipe use and car washing should be paused while demand pressure remains high.
Households can check the Priority Services Register through the South East Water website and sign up vulnerable family members. Free water-saving devices including shower timers, tap aerators and toilet cistern bags are available from the company on request.
Key facts
- 18,000 customers still affected on 28 May.
- 670 million litres used in a single day.
- Bottled water collection points operating across Kent.
- Guaranteed Standards Scheme pays £20 for first 12 hours.
- Priority Services Register supports vulnerable households.
FAQ
Why is Kent running out of water?
The heatwave pushed demand to 670 million litres in a single day across South East Water's supply area, nearly 100 million litres above the May average. The spike in garden watering, paddling pools and showers exceeded the supply system's design capacity.
Where are bottled water collection points?
South East Water has set up collection points across the affected area including Altira Business Park in Herne Bay. The company publishes the latest list on its website and customer care teams continue to deliver to vulnerable customers on the Priority Services Register.
Can I claim compensation?
Yes, under Ofwat's Guaranteed Standards Scheme. The standard payment is £20 for the first 12 hours without water and £10 for each further 24 hours, with separate rules for vulnerable customers. Claims go through South East Water's complaints process.
What can I do to help reduce demand?
South East Water has asked customers to use water for essential purposes only including drinking, cooking and basic hygiene. Pause garden watering, hose-pipe use and car washing while the supply pressure remains high.
