The Environment Agency is addressing critical failures in water resource management and supply infrastructure, particularly following the 2025 Tunbridge Wells water crisis caused by South East Water's inadequate maintenance, risk management, and operational resilience. The issue focuses on regulatory oversight, asset management, infrastructure investment, and cultural reform within water companies to prevent future supply failures.
In response to: National Framework for Water Resources 2025: water for growth, nature and a resilient fut…
In response to: National Framework for Water Resources 2025: water for growth, nature and a resilient fut…
In response to: National Framework for Water Resources 2025: water for growth, nature and a resilient fut…
In response to: National Framework for Water Resources 2025: water for growth, nature and a resilient fut…
South East Water did not have the right processes in place to identify and mitigate risks at Pembury Works, despite previous warnings from the DWI. That the company had “normalised” critical risks and was “flying blind” in the lead up …
Maintenance issues at Pembury contributed to the Tunbridge Wells incident in 2025, but it is South East Water’s self-identified lack of proactive and “instinctive” maintenance across its network that is most concerning. One of the most fundamental and basic responsibilities …
As regulators told South East Water repeatedly and jointly for over four years, the company needed to invest in new infrastructure to be properly resilient to potential shocks. In particular, single points of failure, supply shortfalls and regional connectivity should …
Despite South East Water’s assertions to the contrary, periods of peak demand and extreme weather can and should be broadly predicted and prepared for. Ofwat and the Drinking Water Inspectorate have shown that the company failed to model upcoming peaks …
Both the Drinking Water Inspectorate and South East Water acknowledge the weaknesses of the escalation processes around the Pembury incident. This meant that operational staff were not given sufficient support to diagnose problems early and that key stakeholders were informed …
Given the huge number of supply interruptions that South East Water has failed to manage over the years, it is remarkable that the company still struggles with the supply of bottled water during outages, has failed to learn and apply …
Similarly to the provision of alternative water supplies, South East Water now has years of experience in communicating during supply interruptions. It is incomprehensible that SEW still lacks a crisis communications strategy or a well-developed communications team given the company’s …
For a company with such regular issues with outages, South East Water’s approach to supporting vulnerable customers gives the impression of a business caught completely by surprise. We accept that it is challenging to continuously update the Priority Services Register: …
The Tunbridge Wells incident and Ofwat investigations reveal that South East Water’s leadership has repeatedly proved itself incapable of implementing the lessons learnt from previous incidents, even simple ones such as having a communication strategy for when resolution timeframes are …
Since at least 2020, South East Water clearly has had, and continues to demonstrate, an inability to establish the root causes of its supply resilience problems. There are likely many facets to this, including a failure to monitor the key …
South East Water’s leadership team has demonstrated a clear preference for blaming factors outside of their control for performance issues, and in some cases, they continue to do so, despite clear evidence to the contrary. A lack of data-analysis skills …
South East Water has failed to engage with key stakeholders outside the company to help it learn from its mistakes. It is unwilling to properly listen to its customers, who have repeatedly complained of addressable failures 42 and yet continue …
Continued leadership failure is grounds for leadership change. Time and again, since 2020, South East Water’s leadership has failed in its fundamental task of supplying water to its customers. That is around six years of poor performance, sometimes with multiple …
These failures are symptomatic of significant cultural problems that cannot be readily explained by issues with the wider regulatory framework: this includes South East Water’s failure to engage with external stakeholders, inclination for groupthink, inability to analyse problems, incapability to …
Repeating the same actions and expecting different results is not a well- regarded tactic for resolving problems. Yet the non-executives of South East Water have time and time again chosen to back a leadership that is clearly not capable of …
Direction: unknown
Direction: unknown
Direction: unknown
Although the Government has begun setting statutory limits for PFAS in drinking water, which is a welcome step, significant gaps remain in managing and limiting human exposure to PFAS through food and agricultural pathways. (Conclusion, Paragraph 76) Type: conclusion | …
Explores England’s long term water needs, setting out the scale of action needed to ensure resilient supplies and an improved water environment.
How the Environment Agency works with government, water companies and others to manage water resources during a drought in England.
How government, water companies and the Environment Agency make sure there is enough water for future needs of both people and the environment.
The Environment Agency's position on water recycling, including what water recycling is and how it works, current operations and future developments.
The Environment Agency's position on desalination for public water supply, including what it is and how it works, benefits and addressing concerns.
Defra and the EA could not tell us how many proposed new homes are not being built because of water system constraints.40 Defra told us that it has set up a minister-led taskforce for high-profile infrastructure projects, working to ensure …
Defra has overall responsibility for setting the policy and regulatory framework for water in England.82 Defra told us there is “too piecemeal a picture” of regulation currently, with overlaps and gaps in responsibilities.83 71 Qq 34, 110 72 C&AG’s Report, …
The Independent Water Commission should consider how the link between water companies, communities and citizen scientists could be strengthened and formalised to provide a broader picture of water quality in local regions. These proposals should consider how water companies can …
The Department recognised that it had failed to manage the Weybridge site properly given its importance as a national asset. It said that it had approached the management of the site as if it was just a property asset, and …
In response to: Water resources planning guideline: proposed update
We want your comments on the draft water company water resources planning guideline.
We want your comments on the draft water company water resources planning guideline.
We want your comments on the draft water company water resources planning guideline.
This document explains how water companies make sure they can provide a secure supply of water to homes and businesses in their area.
Setting out plans for supporting long-term resilience in the water sector.